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CAREERS > Supporter Engagement Manager

Supporter Engagement Manager at World Vision Ireland

World Vision Ireland
Supporter Engagement Manager
Dublin 6
Expiry Date
25 Aug 2022
Posted by
Aileen McNulty
Posted on
05 Aug 2022

Job Title: Supporter Engagement Manager

World Vision is the largest child-focused private charity in the world.

Our 34,000+ staff members working in nearly 100 countries have united with our incredible supporters to impact the lives of over 200 million vulnerable children by tackling the root causes of poverty. With over 70 years of experience, our work with communities, donors, partners, and governments transforms lives and creates opportunities for better futures for vulnerable children – even in the toughest places.

Through World Vision every 60 seconds…a family gets water…a hungry child is fed…a family receives the tools to overcome poverty.

World Vision Ireland's primary objective is to support our field operations, both in terms of our core long-term development programmes and humanitarian & emergency relief.

We do this by raising public, institutional and Governmental funds, by informing and engaging the Irish public about humanitarian issues as witnessed first-hand by World Vision in the field, and by influencing Irish Governmental policy in the areas of long-term development and emergency relief.

Job Overview:

To lead and deliver a good value sponsorship experience which will drive supporter loyalty, satisfaction, and retention by enabling them to see the tangible difference they are making in the lives of the world's most vulnerable children.

Roles & Responsibilities

·      Set and execute an innovative  supporter experience strategy which increases supporter satisfaction and loyalty

·      Deliver on KPIs for retention of supporters, supporter satisfaction, and committed giving income

·      Develop Supporter journey calendar to fully align with Individual giving strategy with the approved annual budget scale.To drive the delivery of a good value experience and ensure communications are tailored to specific audiences.

·      Collaborate across the WV Partnership to deliver continued innovation in World Vision fundraising product experiences.

·      To continuously improve the quality of communications between supporters and the children they support.

·      Play an active role in identifying the data segmentation in CRM to improve the retention from all offline and online channels.

·      Influence and inspire internal staff with the direction and future of WV child sponsorship and other fundraising products, while influencing improvements to process efficiencies.

·      Manage sponsorship operations, working closely with the Programmes and Policy team to ensure availability of registered children for fundraising purposes, and ensuring field queries are answered effectively and quickly.

·      Line manage direct reports by maintaining the CRM to ensure accuracy on data capture, data management, donation processing and segmentation with excellent standards of donor care management.

·      Manage relationships with external agencies, printers and fulfilment houses on campaign briefs, creative concepts, copy and artwork

·      Manage all supporter retention activities in line with industry best practice.

·      Maintains internal relations and develops and reviews retentions budgets on regular basis.

·      Improves supporter satisfaction via process improvements plans and regular reporting.

Person Specifications

Key Requirements

·      A strong foundation in direct marketing, including campaign analysis and/or proven success in a product management role and able to point to commercial success in product innovation and customer communication.

·      A creative, results-orientated direct marketing professional with significant experience delivering complex, multi-channel direct response campaigns which reach or exceed income targets

·      Experience of devising and implementing segmentation, targeting and prompt strategies. 

·      Strong budget management skills.

·      Experience of managing creative, print and marketing agencies with practice in negotiating strong commercial agreements. 

·      Experience in the NGO sector essential.

·      Ability to manage, motivate and lead.

·      Fluency in verbal and written English – excellent writing skills essential.

·      Excellent interpersonal and communication skills.

·      Good understanding of the charity sector and the codes of best practice in Fundraising, Communications and Governance.

·      Self-motivated with the ability to multi-task and perform under tight deadlines.

·      Excellent copy writing skills and attention to detail.

·      Ability to work in a facilitative, participatory, and collaborative manner.

·      An inquisitive approach, particularly within learning and keeping aware of constantly evolving supporter motivations; the propensity for audiences and individuals to start and continue to support World Vision Ireland.

Key Attributes

·      Team player and strong collaborator.

·      Positive, can-do attitude.

·      Results focussed.

·      Innovative thinker.

·      Energetic and imaginative.

·      Passionate about the INGO sector.

·      Flexible to the changing needs of the role and organisation.

·      Adherence to World Visions core values.

 Contract Details

  • Job Title:                   Supporter Experience Manager
  • Reporting To:            Head of Fundraising  
  • Job Location:            Hybrid – WV office based 2-3 days per week
  • Contract Type:          Permanent
  • Working hours:          9am to 5.30pm Monday – Thursday, 9am – 4.30pm Fridays
  • Benefits:                    Pension & Healthcare entitlement after successful probation


Safeguarding children and vulnerable adults our client serves is foundational to all their activities and programmes. Central to everything they do is their commitment to first do no harm to children or adult beneficiaries, to respect the rights of all beneficiaries, and to uphold the best interests of children as a primary consideration in all actions and decisions. Our client has specific policies on this commitment which outlines the expected behaviour and the responsibility of all staff, consultants and other affiliates.

Any candidate offered a job with our client will be required to sign and abide by their Child & Adult Safeguarding Policy and Behaviour Protocols. All successful candidates will be subject to detailed reference checks.

Please note, background checks and detailed consideration of references coupled with mandatory Garda Vetting will be undertaken.

Applicants must be authorised to work lawfully within the EU. We will not sponsor applicants for work visas.

At all times when you are at work, we expect you to practice World Visions values.

The above job description only serves as a guide for the position available. This is not meant to be exhaustive but describes the essence of the role and responsibilities.

World Vision Ireland reserves the right to change this in accordance with the needs of the organisation.

World Vision Ireland is an equal opportunities employer.

43 Fitzwilliam Place
D02 FY81

t. 01 541 4770

RCN: 20043964
CRO: 335412

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