Telemarketing Manager – Concern Worldwide

Reports to: Head of Supporter Marketing (aka Head of Direct Marketing)

Direct reports:  

Telemarketing Team Leader

Supporter Marketing Executive

Call agents (up to 10)

Liaises with:       

Supporter Marketing Team ROI;

Supporter Marketing Team UK;

Direct Dialogue Team;

Major Donor & Corporate Team;

Community Fundraising Team;

Fundraising Systems Team;

Donor Care Team;

Web Team;

Communications Dept;

Active Citizenship Dept;

Overseas Dept;

Job location:      

Grantham St. Dublin 2

Pay Band:            

Payband 5 (€45,563 to €53,603)



Job Purpose:      

The Telemarketing Manager will manage an inbound and outbound telemarketing strategy to maximise income from individual donors. 

Concern has achieved significant support from individuals in the Irish public.  The telemarketing manager will lead inbound and outbound operations to secure and increase donated income from individuals in line with Concern strategy.  

Key Responsibilities:

  1. Inbound telemarketing

    Supplier Management:

  • Recruit and manage performance of telemarketing agency(s) as necessary;

  • Lead the recruitment process for hiring telemarketing agency(s) in compliance with the terms of agreed Concern Procurement Procedures;

  • Negotiate contracts with telemarketing agency(s) to generate maximum return for Concern investment.  Negotiate costs, service level agreements, and objectives for each telemarketing agency;

  • Manage performance of telemarketing agency according to agreed criteria.  Conduct regular reviews and negotiate improved service as necessary;

  • Dismiss telemarketing agency(s) as necessary if service provided does not meet expectations;


2. Develop an annual telemarketing plan

  • Agree annual calendar of campaigns with Head of Supporter Marketing ROI

  • Brief campaign needs into telemarketing agency(s).

  • Agree key performance indicators with the supplier.  Evaluate delivery of campaigns within established KPIs.  Implement corrective action should KPIs not be delivered. 

  • Review and verify campaign reports as delivered by the supplier.

  • Innovate to deliver improved work practices and to deliver greater efficiency where appropriate

  • Evaluate the quality of communications from the telemarketing agency(s) to ensure Concern brand values are being implemented.

    3. Outbound telemarketing

    Create a high quality telemarketing team:

  • Identify skills required for campaign delivery from call agents.  Manage a team of up to 10 call agents with appropriate skills.

  • Develop and implement a comprehensive induction and training programme.  Ensure that all telemarketing staff represent the Concern brand in communication with the public in accordance with Concern values.

  • Implement a system of regular performance management.  Assess the competence of each of the ten staff and implement individual feedback and training programmes for each call agent.  Oversee weekly results reviews with each staff member comparing their performance against target and average team performance.   

  • Provide mentoring & coaching to up to 10 direct reports.

  • Develop and implement policies to reward high performance and tackle poor performance. 

  • Implement disciplinary procedures as necessary.

  • Line manage telemarketing team leader and Supporter Marketing Executive. Mentor to develop their skill base.  Develop a training & development programme forr, seeking appropriate support from HR; Provide direction in the implementation of telemarketing campaigns. Schedule regular Performance & Development Reviews; Execute disciplinary action as necessary;


4. Oversee the marketing campaigns (implemented by Supporter Marketing Executive)

  • Sign off project plans,  data briefs, scripts and project schedules for each campaign.

  • Oversee the implementation of each campaign within agreed key performance indicator targets.  If targets are not to be achieved, propose action to bring campaign back within targets. 

  • Produce campaign reports

  • Innovate to deliver improved work practices and to deliver greater efficiency where appropriate;

  • To take ownership of problems, take decisions and resolve issues satisfactorily, escalating any problems outside their knowledge or expertise to the relevant person;

    5. Inbound & Outbound Telemarketing

    Back end systems:

  • Manage the development of the telemarketing system advising Fundraisers and the FST on innovations to improve the efficiency and capability of the system;

  • With the FST, manage data quality transferred to and from the telemarketing system;

  • Log and action donor feedback as necessary;


6. Budget Management

  • Produce detailed income and cost estimates for all telemarketing campaigns

  • Manage the delivery of all campaigns within the agreed projected income and cost parameters;

  • Prepare an annual budget projecting anticipated revenue and expenditure;

  • Extrapolate revenue to be generated from donors factoring in all variables including costs, cash donations, and regular gift donations (including upgrades and reactivations);


7. Monitoring & Evaluation

  • Establish key performance indicators against which to benchmark marketing performance;

  • Brief fundraising analysts on information management needs, including standard reports and marketing analysis to be produced;

  • Critically assess marketing investment to maximise return on investment.  Identify investment opportunities and any isolate campaigns which are not meeting objectives;

  • Evaluate marketing information to propose new solutions.  Assess data using marketing expertise to propose initiatives to maximise revenue based on monitoring and evaluation;

  • Prioritise sources of market intelligence.  Evaluate and apply findings of market research in monitoring & evaluating Concern campaigns.


8. Emergency response

  • Manage the inbound and outbound telemarketing emergency response strategy;


Skills and Experience Required:


  • Strong telemarketing experience within Call Centre Management or similar is essential

  • Innovative thinker, able to work on own initiative;

  • Strong project management experience;

  • Strong leadership, communication and negotiation skills;

  • Strong organisational skills;

  • Ability to work under pressure;

  • Enthusiasm and aptitude for telephone marketing;

  • Excellent written and verbal communication skills;

  • Strong relationship management skills;

  • Good teamwork skills;

  • Good time management skills with ability to work under pressure and on own initiative;

  • Highly analytical;

  • Good commercial acumen;

  • Ability to work in a team environment;

  • Enthusiastic and flexible working attitude;


  • Commitment to the work of Concern;

To apply:  CVs should be submitted through our website at by closing date: 17th February 2019

Candidates must be legally entitled to work in Ireland at the time of application.

Concern is an equal opportunity employer and welcome applications from all section of the community.

Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies.

Your Personal Data

During this job application, you will provide Concern with your personal data. Concern takes its responsibilities towards this personal data very seriously and is committed to complying with all relevant data protection legislation.

Concern receives a substantial amount of funding from external donors each year.  Increasingly donors are introducing requirements whereby future funding is conditional on ensuring that the name of any employee or volunteer (existing or new), does not appear on terrorism lists generated by the European Union (List of person, groups and entities to which Regulation (EC No. 2580/2001 applies), the US Government (Office of Foreign Assets Control list of specially designated Nationals and Blocked Persons) and the United Nations (Consolidated List). 

Any offer of employment (either paid or voluntary) with Concern Worldwide will only be made following a successful clearance check being conducted on the applicant and such checks may be updated periodically during the course of the period of employment. 

By submitting a formal application for paid or voluntary employment to Concern, you agree to Concern carrying out a clearance check as outlined above and that Concern will not proceed to recruit you should your name appear on any of the aforementioned lists

In certain circumstances, donors may request that personal data relating to employees to work on the activities that they fund be provided directly to them - so that they can perform their own counter terrorism checks. This may involve transferring some basic personal data outside the EEA. It will be a condition of your employment contract that Concern be allowed to share this information with institutional donors for these purposes.

For additional information please consult our web site or contact the Human Resource Division in our Head Office.

You have certain rights under data protection legislation. For more information on how to exercise those rights please visit

Please only apply for this position if you are satisfied with the proposed processing of your personal data as outlined above. 

  • Closing Date for Applications
    17th February 2019