Head of Retention
The Talent Set are delighted to partner with their client on a fantastic Head of Retention role. This pivotal position leads the organisation’s supporter retention strategy, fostering innovative engagement initiatives and managing a high-performing team to optimise supporter journeys and drive sustainable fundraising income.
Key Responsibilities
- Develop and implement a comprehensive supporter retention programme aligned with organisational goals, focusing on tailored supporter journeys across multiple channels.
- Collaborate closely with acquisition teams to create seamless, engaging onboarding and retention campaigns that enhance supporter loyalty.
- Lead, coach, and motivate the retention team, establishing clear KPIs, fostering a culture of learning, and ensuring exceptional service delivery.
- Manage budgets effectively, ensuring resource optimisation and regular re-forecasting to meet strategic targets.
- Oversee campaign planning, data management, and compliance, ensuring high-quality delivery, reporting, and learning from past activities.
- Build strong collaborative relationships internally and externally, working with cross-functional teams and external partners to strengthen supporter engagement.
- Drive innovation through testing new channels, propositions, and supporter segments, preparing robust business cases for strategic investments.
- Analyse performance data to inform ongoing activities, optimise supporter experiences, and maximise retention outcomes.
- Contribute to the organisation’s broader strategic development, ensuring supporter retention remains central to growth and engagement strategies.
Person Specification
- Demonstrable leadership experience managing teams within supporter relations, direct marketing, or fundraising environments.
- Proven ability to design and deliver multi-channel supporter retention and engagement strategies.
- Strong analytical skills, with experience interpreting data and translating insights into actionable plans.
- Excellent communication and stakeholder management skills, capable of building strong relationships across diverse teams.
- Commitment to equity, diversity, inclusion, and organisational values aligned with feminist principles.
- Resilient, adaptable, and capable of thriving in fast-paced, evolving environments.
- Experience working with budgets, reporting, and re-forecasting in a strategic context.
- Knowledge of GDPR, fundraising legislation, and best practices in supporter data management.
What’s on Offer
Salary: up to £58,000
Hybrid: once a month in their London office
Contract: 10-12 months
How to Apply
To apply, please submit your CV demonstrating your suitability for this role by clicking the 'apply now' button (please do not apply via email). We aim to get back to all successful candidates within 48 working hours.
Commitment to Diversity
The Talent Set are committed to diverse and inclusive recruitment practices, ensuring equal opportunities for all applicants regardless of race, religion or belief, sex, sexual orientation, gender reassignment, marriage and civil partnership, pregnancy and maternity, disability, or age. We actively encourage applications from a wide range of backgrounds and are always happy to make reasonable adjustments to ensure a fair recruitment process.
