Career Opportunities

To: Ensure the smooth, timely and successful delivery of fundraising campaigns (inbound and
outbound); act as the main point of contact for all campaign and operational matters specific to
designated accounts

In a way that: Is client focussed and responsive.

So that: Campaigns are briefed into the internal teams with clarity, accuracy and without ambiguity
to ensure “right first time” set up and processing of all jobs.
Key priorities:

• Campaign Management – delivery of campaigns on time and to client and internal
  expectations
• Partnership with Campaign Executives – collaborate and support as one team on
  designated client accounts
• Client retention – by offering proactive, exemplary service standards to all clients
• Query resolution – client-focussed when dealing with queries/questions either raised
  internally or directly by the client

General priorities:

• Support Campaign Operations Manager as required in and around the following areas;
  o Training of members of the team
  o System, data and physical security within the department
  o Health and Safety of all departmental areas
  o Organisation and resourcing of the team
  o Compliance with PCI and GCRTS and other relevant standards
  o Continuous improvement initiatives
  o Representation of the Projects and Campaign Operations team in both internal and
  client-facing situations
• Participate and take an active role in meetings, offering opinion, and helping lead debate
• Work closely and collaboratively with the other teams
• Ensure that all working practices are carried out within agreed standard operating
  procedures
• Document ways of working and ensure the relevant documents are maintained and updated
  as appropriate

Departmental priorities:

• Thorough understanding of a client’s campaign requirements, prepare briefs and distribute
  to relevant internal teams on time
• Proactively monitor and manage agreed campaign schedule to ensure milestone dates are
  met
• Completion of campaign segmentation matrices
• Ensure material changes in volume or phasing of activity is fed back to the Account
  Management team for review and adjustment as necessary
• Managing campaign related feedback between internal teams and clients where required
• Investigation and resolution of queries/tickets raised by clients
• Completion of campaign health checks
• Regular review of outstanding tickets for designated client accounts and escalation to
  appropriate Team as necessary
• Ownership and update of client operational specifications
• Client Subject Matter Expert (SME) for internal teams on operational matters
• Management, organisation and co-ordination of client status calls
• Attendance at client meetings, as required
• Monitoring of client stock levels and re-ordering of existing stock (including quotations) as
  necessary
• Management of raffle draws
• Maintaining Royal Mail Freepost Information
• Provide relevant client feedback to Account Management where opportunities known and
  to maximise revenue from each client
• Preparation of campaign debrief information for QBRs
• Internal management of incidents as per the Woods Valldata Incident Management Process
• Record billable activity for tasks completed
• Ensure that all working practices are carried out within agreed standard operating
  procedures
• Flexibility to work within other areas of the wider Campaign Operations Team, if required

Whilst particular reference is made to the above procedures it is a stipulated requirement that an
awareness and compliance is necessary with all relevant Valldata Woods Group Policies and
Procedures.

Skills and experience:

• Min two years’ working in a client facing role
• Excellent interpersonal and communication skills – able to converse comfortably with all
  levels of staff and clients, remotely and face to face
• Client-orientated with a clear understanding of the business environment and the
  Company’s goals and values
• Accustomed to multi-tasking, working to deadlines and effectively prioritising work with
  competing deadlines
• Strong organisation and problem-solving skills
• Strong computer literacy
• Exceptional attention to detail
• Reliable, organised, self-starter who consistently meets deadlines
• Ability to remain calm and measured in pressurised situations
• Able to work independently and as part of a team
• Comfortable working with evolving processes and procedures