What you'll be doing:Bringing your expertise and enthusiasm, you’ll join the Membership team within the Support & Revenue Directorate, reporting to the Membership Director. You’ll have 3 direct reports and overall management of a team of circa 12 in the National Trust, and up to 200 advisors with Capita.
You'll be recognised as the expert on how we manage our supporters; not only meeting but surpassing their expectations. You'll need to be seriously good at knowing what excellent service looks like, looking at what steps in the journey drive engagement and retention, and what drives dissatisfaction. You’ll get deep into the detail and be hands on creating and implementing the solution.
You’ll think strategically, keeping up to date with innovative new technology such as AI or digital solutions. You’ll use your experience of delivering an audience centric experience to keep our supporters at the heart of your decision making.
Telephone, email and mail are currently our main channels, but our new system gives you a great opportunity for more brilliant basics as well as innovation. You'll be clear on channel development to meet supporter need and deliver efficiency. You'll need to be someone who is excited by diversity and breadth of role yet be close to the detail. Members, donors, holiday guests and event attendees are all part of your world with significant KPIs.