Supporter Experience & Insights Manager (Melbourne, Australia)

Alyshia Falla

Kick start 2023 in a new role delivering our supporter experience and insights program! Grow our audience and build supporter loyalty! Join our awesome team, access true flexibility and NFP salary packaging benefits.

About the Alannah & Madeline Foundation:

The Alannah & Madeline Foundation is a national not-for-profit organisation dedicated to keeping children and young people free from violence and trauma wherever they live, learn and play.

On 28 April 1996, Alannah and Madeline Mikac, aged six and three, were tragically killed alongside their mother and 32 other people at Port Arthur in Tasmania. One year later, the Alannah & Madeline Foundation was launched in the girls’ honour by their father Walter Mikac AM and a small group of volunteers, driven by the belief that all children and young people should be able to live a happy and safe life, free from violence and trauma.

Today our work continues through care, prevention and advocacy – from supporting children experiencing family violence to online bullying and fighting for the rights of young people everywhere. The challenges facing children and young people may have changed, but our mission has not. We fight for their right to be safe, so their future is strong.

The Foundation also supports Dolly’s Dream, educating and empowering families and communities to prevent the devastating effects of bullying.

About our team:

Our team is passionate, authentic and above all, motivated by the important work we do. Our values are embedded into every way in which we operate at the Foundation. Everyone has a responsibility to promote and demonstrate our values: We act with courage, We are stronger together, We are curious, We believe accountability matters and We act with empathy, always.

We support our staff to work flexibly, both in location and hours, based on the premise that work will remain the focus of any arrangement. How and where you work is discussed with each staff member based on individual circumstances, role requirements and accountability for the delivery of high-quality work. This role is formally based out of our South Melbourne Office.

In this 3-year contract full-time role, you’ll make an impact by:

• Developing an integrated supporter experience and insights strategy to steward supporters
• Continuously improving supporter journeys to maximise opportunities for upgrade, cross-sell, and reactivate supporters
• Leading the Foundation’s approach to data capture, segmentation, and persona marketing ensuring a high-performing supporter experience across all channels
• Overseeing supporter care activities and data hygiene practices
• Working closely with partners and internal stakeholders to maintain our supporter relationship management database (CRM)

The perfect you:

• Minimum of 5 years’ experience in a supporter services or customer experience/loyalty role in a complex data environment.
• Deep working knowledge of CRM systems (preferably Raiser’s Edge or MS Dynamics) and business intelligence tools (e.g. PowerBI).
• Experience leading an organisation’s data management principles, processes, and governance including PCI compliance and other applicable legislative compliance.
• Strong commercial, segmentation and marketing automation knowledge and experience in applying key insights for the development of business strategies.
• Project management skills, communications and interpersonal skills, and experience training staff in new systems and processes.

We’ll offer you a purpose-led culture, with a focus on wellbeing including:

• Access to full NFP salary packaging benefits.
• Genuine flexibility
• Additional leave
• A supportive and friendly team environment.

To apply:

Please review the position description for this role by following the apply link and ensure you address the 'Knowledge, Experience and Requirements' section in your application.

Applications close 5pm Tuesday 14 February 2023, and we will be short-listing candidates prior to the closure of this role, so please do not delay submitting your application.

Apply now

For further information contact Alyshia Falla, Head of Digital Engagement, Alyshia.Falla@amf.org.au

Important - please note:

• The Alannah & Madeline Foundation has the highest commitment to child safety. A police check and current Working with Children Check (or equivalent) are required for the successful
• The Foundation takes all reasonable steps to prevent any risk to the health and safety of staff. In the context of the COVID-19 pandemic, the Foundation requires all staff who perform ‘in-person’ work or who are required to attend the office to be fully vaccinated and to provide evidence of their vaccination, or medical exemption, prior to commencement.