Head of Supporter Care and Compliance

Join Britain’s biggest walking charity to help more people discover the joy of walking and protect the places we love to walk.  This is an exciting time to join the Ramblers team and a great opportunity to make a lasting and tangible impact on the future success of the charity.

At the Ramblers, we are committed to giving our growing community of supporters the very best experience possible and our Supporter Care Team is at the very heart of the action.We’re looking for an exceptional Head of Supporter Care and Compliance to join our team and lead from the front during a time of change.You’ll be tasked with developing our supporter care strategy, delivering a first-class supporter experience and maximising loyalty and engagement as we seek to become more supporter-led as a charity.You’ll be key to helping us grow our wonderful community of supporters and members, and to grow our income.

In addition, as the charity’s data protection officer, you’ll be responsible for ensuring that all Ramblers processes are fully compliant with relevant regulatory bodies such as the ICO, HMRC and the Fundraising Regulator – driving best practice and influencing compliant behaviour across the Ramblers and our third party suppliers.

This is a senior role, reporting to the Director of Membership and Fundraising and working as a peer leader alongside the Head of Membership and Head of Fundraising.You’ll be a key influencer and consultative colleague across the charity.You’ll foster a supporter-centric culture of excellence and wellbeing in your team, building accountability and teamwork, where vision is shared and success is celebrated.You’ll be committed to developing each member of your team to realise their full potential at the Ramblers and beyond.

Are you up for the challenge? If you think you’ve got what it takes to be our new Head of Supporter Care and Compliance, we’d love to hear from you.

Essential Requirements include:

• A standout leader, with more than 5 years’ proven experience in delivering excellent supporter/customer care and team leadership for performance.
• An effective sector networker and influencer, who anticipates and responds to current and future supporter care best practice and the ever-changing regulatory landscape
• Significant experience in team leadership, performance management and professional development to maximise team effectiveness and wellbeing
• Proven experience in driving effective, lasting change, bringing others with you
• A team player, able to develop collaborative, strong and effective working relationships
• Ability to negotiate and influence effectively, with strong written and verbal communication skills, to influence a range of audiences and stakeholders including senior leaders and suppliers
• Experience in developing robust performance indicators, measures and reporting frameworks
• Experience of using and optimising customer relationship management platforms to enhance the supporter experience and value
• Digitally savvy, an early adopter of new technologies and a competence user of MS office, CRMs (ideally Salesforce), and enquiry handling tools (Salesforce Service-Cloud ideal)
• Innovative and solutions-focussed, with the ability to work under pressure and to tight deadlines
• Demonstratable experience in navigating and complying with the regulatory landscape for the third sector, including GDPR (ICO), Gift Aid (HMRC) and the Fundraising Regulator
• Experience in leading compliance projects such as on GDPR or Gift Aid and influencing change
• Experience in budgeting, reforecasting and reporting on performance
• Experience delivering process improvements to maximise efficiencies
• Experience managing and holding third party suppliers to account (e.g. printers, fulfilment houses)
• Experience in managing multiple systems such as customer care ticket systems (like Zendesk/Service-cloud) and telephone management systems

The Ramblers are an equal opportunities employer.  We promote diversity and warmly welcome applications from appropriately qualified people from all sections of the community.

• The role profile (job description and person specification) can be found here: Job Pack – Head of Supporter Care and Compliance

• Application is by CV and covering letter 

• Completed forms or applications should be sent by email to recruitment@ramblers.org.uk