CRM Fundraising & Automation Manager (FTC)

Responsibilities

• Own and deliver Comic Relief's CRM fundraising strategy, driving income, supporter retention, lifetime value and engagement across email, SMS and WhatsApp
• Lead the planning, delivery and optimisation of customer journeys, campaigns and automated programmes to drive engagement, income and supporter lifetime value.
• Develop audience segmentation, contact strategies and personalisation approaches to maximise supporter experience and campaign effectiveness.
• Establish a culture of testing, insight and continuous improvement, using data and audience learning to inform decision-making and performance.
• Lead CRM campaign forecasting, reporting and evaluation, providing strategic recommendations to support organisational and fundraising objectives.
• Oversee the development and governance of CRM content, ensuring communications are engaging, compliant and audience-focused.
• Partner with internal teams and external suppliers to ensure effective campaign delivery, data quality and operational excellence.
• Act as the organisation's CRM subject matter expert, driving best practice and the ongoing development of CRM and Marketing Cloud capabilities.
• Oversee the optimisation of donation journeys and fundraising conversion opportunities across CRM channels. Lead in the creation of donation forms and oversea the process.
• Monitor sector trends and emerging opportunities to enhance supporter engagement, fundraising performance and digital innovation.

Requirements

• Demonstrable experience delivering successful CRM marketing strategies and campaigns that drive engagement, conversion and revenue.
• Strong hands-on experience with Salesforce Marketing Cloud and experience with audience journey optimisation and retention strategies.
• Excellent understanding of audience segmentation, personalisation and customer lifecycle marketing.
• Strong analytical skills, with experience using GA4 and other reporting tools to evaluate performance and generate actionable insights.
• Proven experience developing and implementing testing and optimisation programmes, including A/B testing and conversion rate optimisation.
• Good understanding of data management principles, CRM data structures and audience governance.
• Excellent stakeholder management and influencing skills, with the ability to build relationships across teams and levels of seniority.
• Strong project management and prioritisation skills, with the ability to manage multiple initiatives simultaneously.
• Experience working both independently and collaboratively within cross-functional teams.
• Excellent written communication skills, with the ability to develop compelling, audience-focused messaging.

Preferred

• Experience within the charity, fundraising or membership sector.
• Experience managing CRM programmes across multiple markets, regions or audiences.
• Strong quality assurance mindset with excellent attention to detail.
• Knowledge of CRM best practice, accessibility standards and fundraising compliance requirements.