Supporter Engagement Retention Executive At ShelterBox

Grade: 6

Hours: Permanent. Full time, 37.5 hours per week. Flexible working will be considered.

Responsible to: Retention Manager

Direct reports: n/a

Location: Remote (UK) with occasional travel to our HQ, Truro Cornwall. Or Truro, Cornwall (Hybrid, with office and working from home)

Role purpose

This is an exciting new role in the team which will support the growth of the Retention programme by supporting on the delivery of campaigns and supporter journeys (including ShelterBox Book Club), and helping to optimise the processes, systems and ways-of-working across the team.

The successful candidate will join a supportive and vibrant team in our mission to deliver best-in-class donor experiences and grow unrestricted income, inspiring UK individuals to become long term supporters of ShelterBox. Reporting to the Retention Manager this post will work flexibly across the Retention Team, working with the Retention Officer and Book Club Coordinator to deliver engaging supporter experience to our existing individual supporters.

Over the coming year ShelterBox is transitioning to a new CRM system (Dynamics 365), and the job holder will be involved in supporting team SMEs with set-up and user-testing the relevant functionalities on the new system, including configuration of campaigns and supporter journeys.

Who we are looking for

We are looking for a talented, well-organised individual with an interest in international aid, and who is keen to develop their fundraising experience.

The successful candidate will be practically-minded and methodical with great attention to detail – and ideally have a creative touch. They will be confident bringing their skills to a range of different tasks and projects.

They will be an able project manager, have excellent communication and numerical skills and be able to manage their varied workload to tight deadlines.

This role will suit someone who is keen to learn and is a natural communicator that can create meaningful relationships across the organisation as well as with external suppliers.

Duties will include but not be limited to:

• Proofing support with appeal copy and artwork, campaign and Book Club emails and our supporter engagement magazine.
• Working with the Retention Officer to create and update campaign reviews.
• Create engaging thank you letters for our appeals and engagement activities.
• Work alongside the Retention Manager to develop our existing supporter journeys. Creating new content where necessary and working with internal and external stakeholders to implement journey processes.
• Lead on the gift aid digital journey. Creating emails and landing page copy.
• Working alongside the Website team to create appeal page content, including creating relevant CRM coding, ensuring seamless integration with our CRM and reporting systems.
• Help develop fundraising materials by sourcing impactful photos and case studies from our internal asset library.
• Support the team with the transition to our new CRM system in 2025. Including user guide testing, journey creation etc.
• Be part of the data checking team, reviewing outgoing data files before they go to our print partners.
• Assist in the delivery of major disaster appeals.
• Supporting the delivery of reactivation, upgrade and engagement campaigns across Book Club and traditional audiences.
• Assist in Book Club social media content planning and creation, as well a community page moderation.
• Supporting with Book Club inbox.
• Supporting with ad hoc Book Club admin tasks.
• Working with the Book Club Coordinator and our Book Club volunteers to deliver virtual events and face-to-face club meetups for the Book Club community.
• Handle administrative tasks such as organising meetings, taking minutes and following up on agreed actions – ensuring that project documents, and plans are kept up to date.
• Ensure that Retention and Book Club invoice and PO logs are kept up to date.
• Keep up to date with developments in the fundraising sector, particularly in relation to best practice.
• Any other duties as deemed necessary to support the Retention team, including some out of office working hours during high profile disasters.