Head of Digital and CRM circa 45,000 Holborn, central London

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1 Head of Digital and CRM circa 45,000 Holborn, central London This is an exciting and diverse opportunity to lead the development and delivery of our digital and CRM strategy, supporting our key objective to be the leader in our field and underpinning all that we do with excellent customer relationship management. We are looking for a creative, customer-focused digital and CRM specialist to head up a new team within our Marketing department. You will lead the Digital & CRM team, inspiring innovative, customer-centric developments and ensuring the team play a key role in delivering on our vision to beat blood cancers. Do you have.. significant digital experience, preferably including working in the health not-for-profit sector? excellent understanding of customer relationship management? experience of running a public facing website of significant size, with an emphasis on marketing, fundraising and information, alongside optimising social media to engage existing and new online audiences? experience of managing effective, customer-focused teams? knowledge of Drupal and experience of developing active, engaged online communities? If so, we would love to hear from you. In return we can commit to actively developing you and offer excellent benefits including a 35 hour week, life assurance, pension, childcare vouchers, ride 2 work scheme, 25 days holiday and interest free season ticket loan. If you are interested in joining an ambitious organisation committed to beating blood cancers, please apply with a cover letter that explains how you meet the Person Specification requirements, and an appropriate CV. Please note you must also be a committed non-smoker. Closing date: Monday 14 th February 2011 First interviews week commencing: 28 th February 2011 Second interviews week commencing: 7 th March 2011 Monica Whitefield Tel: Eagle Street, London WC1 4TH

2 Job Title: Responsible to: Responsible for: Head of Digital & Customer Relationship Management (CRM) Marketing Director Digital Content & Community Manager Customer Relationship Management (CRM) Manager Digital Producer The purpose of your job: The Head of Digital & CRM will lead Leukaemia & Lymphoma Research s digital and CRM strategy development and delivery, supporting the charity s ambition to be leader in our field and underpinning all that we do with excellent customer relationship management. The post will lead the Digital and CRM team, inspiring innovative, customer-centric developments and ensuring the team play a key role in delivering on the charity s vision to beat blood cancers. Your responsibilities include: Develop and deliver on an agile digital strategy for the charity, managing stakeholders and ensuring the digital environment helps the charity achieve a quantifiable increase in patient benefit: o Maximising awareness of the charity o Maximising customer engagement o Maximising fundraising opportunities o Optimising the charity s brand for the digital environment o Innovating through digital platforms Inline with the organisation s business objectives and marketing strategy, work with stakeholders across the charity to develop an robust CRM strategy o As part of the strategy develop an effective CRM platform (people, process and technology) to deliver against the charity s customer relationship management ambitions Plan and deliver Leukaemia & Lymphoma Research s relationship with digital and CRM agencies, taking the lead role in managing those relationships Oversee the development of an online community for Leukaemia & Lymphoma Research ensuring we are meeting the needs of people affected by blood cancer in an effective and meaningful way Provide strategic direction for the charity s social media activity and a framework to enable colleagues in the wider marketing directorate and the fundraising directorate to deliver on social media activity in their area

3 Ensure integration between CMS and CRM technologies is optimised for the charity, creating a core technological foundation for single sign-on and the ability to personalise Leukaemia & Lymphoma Research s digital experience for users Monitor, evaluate and mitigate against risks that Leukaemia & Lymphoma Research is exposed to through its digital communications and presence Be responsible for the development, content, editorial policy and quality control of all Leukaemia & Lymphoma Research s website(s) and digital assets, ensuring fit with the charity s brand strategy and guidelines Oversee the effective functioning of the day to day work of the CRM team, working with the CRM Manager to ensure the team are meeting agreed SLAs and being an effective source of customer knowledge, analysis and insight for the organisation Work closely with the wider marketing directorate and the fundraising directorate to ensure the charity s digital and CRM operations are serving the organisation s objectives Work with the Patient Information team to enhance Leukaemia & Lymphoma Research s digital patient information offering, developing new and more personalised services Ensure the team monitor and evaluate the charity s digital work, providing continual feedback and learning opportunities for the team and the wider organisation Line manage the Digital Content & Community Manager, CRM Manager and Digital Producer and have overall responsibility for the Digital and CRM team o Be an inspirational, supportive manager enabling staff to develop and perform to the best of their ability and ensure appropriate personal development plans are in place. Manage and monitor the Digital & CRM budgets Provide specialist knowledge / advice to the Marketing Director of digital and CRM issues, including the emergence of new digital technologies and opportunities You also have a responsibility to Work within approved budgets and plans. Attend and assist at the Annual Conference, London Bikeathon, Christmas Carols with the Stars and other events and activities as required. NB this involves evening and weekend work. Make sure that you and volunteers working with you follow Leukaemia & Lymphoma Research practices with particular regard for health and safety. Co-operate and make every effort to work well with all staff to help the organisation run smoothly. Carry out other duties that may reasonably be required.

4 PERSON SPECIFICATION Attributes Essential Desirable Qualifications Educated to degree level or equivalent Digital media qualification Experience Strong strategic thinking, with proven experience of developing and implementing digital strategies Significant experience in running a public facing website of significant size with an emphasis on marketing, fundraising and information Experience of developing and delivering online solutions to support marketing and fundraising Experience of innovation using social web - using social media to engage existing and new online audiences Experience in user-testing techniques Experience specifying and procuring online business applications and of commissioning and working with specialist agencies Experience of working with CRM and CMS platforms Experience of customer data management Line management Experience of Drupal CMS Experience of integration between CMS and CRM platforms Experience of single signon digital functionality and the personalisation of digital services Digital and / or CRM experience with the health not for profit sector

5 Knowledge & Skills Personal qualities Well developed digital skills Excellent understanding of customer relationship management Excellent awareness of the technologies required for the successful delivery of digital products, including software development platforms, content management systems, online engagement measures and the supporting technical infrastructure Knowledge, understanding and experience of using digital media to engage users / customers in long term relationships Understanding of the principles and capabilities of CRM platforms Experience of strategic planning and the confidence to influence senior level decision making Experience of working effectively and collaboratively within a team, with the ability to liaise and build strong relationships across internal departments. Excellent team management and leadership skills Ability to communicate with people at all levels Excellent written and verbal communication skills Analytical skills MS Office skills Strategic Creative Entrepreneurial Determined and motivated to achieve Persuasive and diplomatic Inspirational Flexible attitude to working hours Committed non-smoker Knowledge and understanding of digital marketing principles for growing and diversifying audiences. Knowledge of Drupal CMS Knowledge and experience of change management and leadership theory and practice

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