British Red Cross

Providing strategic direction to the design and implementation of our Voice of the Supporter programme, to help embed a culture of listening and using supporter voice to improve supporter experience.
• Establishing mechanisms to capture supporter feedback about their experience and establishing the metrics to measure it
• Executing activities across multiple channels and supporter types, from mass audience to philanthropists and partnerships
• Acting as the strategic lead for supporter voice to the wider organisational customer insight function and transformation programmes
• Setting up processes to facilitate internal and external feedback loop of VOS insight
• Providing strategic guidance to experience research that supports the development of the VOS programme
•  Overseeing/delivering analysis of quantitative and qualitative data to generate VOS insight
• Synthesising findings to provide insightful recommendations to campaign / supporter stewardship leads to support experience improvement activities

Senior Voice of the Supporter Manager

Cats Protection

The creation, planning and delivering of Marketing and Income Generation’s (MIG) newly defined knowledge and insights programme to support all income streams to grow sustainable income and reach for Cats Protection in line with the 10 year strategy. 
The driving force behind two areas key areas:
• Insights and analysis from the external environment, monitoring trends, markets, and competitors as well as commissioning and conducting relevant and timely research in order to propel Cats Protection forward in making the most informed strategic decisions to grow income and reach.
• Knowledge and development of key financial and management information. Refining and supporting development of operational and strategic planning, budgeting and reforecasting, reporting and monitoring and evaluation for Marketing & Income Generation, flowing from the corporate processes.

Knowledge & Insight Manager

Key player in driving the discovery, insight and planning phases of the new 10-year Income Generation strategy. Conducting and project management of key pieces of analysis and research, facilitating critical collaborative discussions across all income stream departments. Including but not limited to; Product Portfolio, SWOT, PESTLE analysis, surveys and reviewing competitor activity, reviewing financial management information and performance reporting. Acting as the glue between all teams; Data, Direct & Digital Marketing, Philanthropy & Partnerships, Legacy & In Memory, Community & Events, Retail & Trading and Supporter Services as well as cross directorate teams such as Finance, Insight, Customer Experience and IT. Orchestrating relationships with third party experts, consultants and agencies in order to develop and begin implementation of the strategy.

Income Generation Strategy Project Secondment 

Management of Cat Sponsorship and Membership programmes.
Acquisition and retention of supporters through DRTV, mail, digital (paid social media, email, SEO, PPC, programmatic) and telemarketing campaigns.
Leading on strategy, budgeting, reporting and third party compliance for the above products. 
Line management of 1 Direct Marketing assistant and remote management and rolling recruitment of 7 content volunteers based across the UK.

Senior Direct Marketing Officer

Management of multiple fundraising campaigns in order to grow sustainable income. Maximising long-term return on investment from individual donors of the charity. 
As an assistant and officer until Oct 2017 focus on:
•	Direct mail appeals to Cats Protection supporters in conjunction with digital activity (emails, social, SMS giving, video) specializing in retention
•	The quarterly Cat Lovers Raffles, including acquisition of new players.
•	Weekly Lottery scheme via www.winwithcats.cats.org.uk microsite, face to face fundraising, DRTV, digital ads, email, inserts and direct mail. 
From October 2017 onwards, management of:
•	Acquisition of new supporters to Cats Protection through cause driven direct mail and DRTV
•	Cats Protection Cat Sponsorship scheme via www.cats.org.uk/sponsor, face to face fundraising, DRTV,  digital ads, emails, inserts and direct mail.
•	Re-brand and re-launch of Cats Protection Membership, building and co-ordinating new marketing activities.
•	Management of compliance, training and territory across all face to face fundraising. 
•	Line-management of Direct Marketing Assistant on the same account.

Direct Marketing Officer

Assistance across all aspects of direct marketing programmes from conception to delivery. Consideration of communication, time management, audience and budget. 
Management and building relationships with various external agencies including direct marketing, ELM lotteries and raffles, face to face, DRTV, email marketing, digital marketing, web design, video production, response handling and telemarketing. 
Liaison with internal departments regarding upcoming direct marketing activity, including content, review and support. 
Key source of case studies from around the CP network (across 252 branches, 34 adoption centres and the communications team). Ensuring content is good quality, up to date, accurate and compelling. 
Constant review of products and schemes, tailoring them to supporters. 
Cross-channel marketing, creating landing pages for donations through the CMS. Building and measurement of regular and automated email campaigns.
Producing and filing results of all activity regularly. Collation of all artwork and appeal materials. 
Day to day administration for the direct marketing team including updating information within internal interfaces, CRM, managing a communication schedule within the wider fundraising team, responding to supporter queries, being aware of budgets, raising all purchase orders, processing all invoices before payment, booking meeting rooms and travel, arranging catering, circulating notifications and schedules on a weekly basis.
Arrangement and implementation of training days for face to face fundraisers, with guided tours around adoption centres. Keeping materials compelling information and delivering effective presentations across the country.
Undertaking of independent projects such as training development for face to face fundraisers and collating informative documents for CP volunteers. 
Playing the role of a proactive team member, providing feedback, ideas and recommendations to increase the effectiveness.

Direct Marketing Assistant

I am an award-winning fundraiser with a human-centred approach, maximising life time value & supporter experience through key strategic insight and analysis for the last 5 years. 
My strengths include proactively joining the dots in an ever-siloed, data heavy environment to identify strategic opportunities for the biggest impact. 
I've worked alongside the full breadth of fundraising disciplines and experts, including Mass, Regional, Events, Legacy, Retail, Innovation, Philanthropy & Partnerships. And have drawn experience from collaborating with expertise in the realms of Digital, Data, Finance, Research and Strategy functions.
I hold a further 5 years experience managing and delivering acquisition, conversion and retention programmes through mass direct and digital marketing.

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