CRM Fundraising & Automation Manager (FTC)

Please note this is a hybrid role based on the successful candidate working at least two days a week in our London office. Remote contracts would not be considered for this role.

Comic Relief reserves the right to close the role early if a large number of applications are received.

Purpose of job:​

The CRM Marketing & Automation Manager is accountable for growing digital fundraising income through CRM channels by developing high-performing supporter journeys, fundraising campaigns and conversion programmes across email, SMS and WhatsApp. The role will maximise supporter lifetime value by driving acquisition, conversion, retention, upgrade and reactivation activity through data-led audience engagement. As CRM Marketing & Automation Manager, you will be responsible for the end-to-end management of CRM campaigns and automated journeys, from planning and implementation through to delivery, optimisation and performance analysis. Working within Salesforce Marketing Cloud, you will develop and execute year-round communications and supporter journeys, alongside high-profile campaign activity such as Red Nose Day. Your expertise in audience segmentation, personalisation and marketing automation will ensure that communications resonate with diverse audiences, deepen engagement and maximise fundraising opportunities. Acting as the lead contact for CRM engagement and fundraising activity, you will work collaboratively with internal teams and external agency partners to deliver impactful, audience-led campaigns and journeys. You will build and maintain strong stakeholder relationships, ensuring all activity is delivered on time, within budget and to the highest standards of quality, performance and supporter experience. Operating at the heart of Comic Relief's mission to create a just world, free from poverty, as the CRM Marketing & Automation Manager, you'll play a vital role in making that vision a reality by being at the forefront of our efforts to engage with our supporters, driving meaningful connections and supporting our broader organisational goals.

Key responsibilities: ​

Own and deliver Comic Relief's CRM fundraising strategy, driving income, supporter retention, lifetime value and engagement across email, SMS and WhatsApp Lead the planning, delivery and optimisation of customer journeys, campaigns and automated programmes to drive engagement, income and supporter lifetime value. Develop audience segmentation, contact strategies and personalisation approaches to maximise supporter experience and campaign effectiveness. Establish a culture of testing, insight and continuous improvement, using data and audience learning to inform decision-making and performance. Lead CRM campaign forecasting, reporting and evaluation, providing strategic recommendations to support organisational and fundraising objectives. Oversee the development and governance of CRM content, ensuring communications are engaging, compliant and audience-focused. Partner with internal teams and external suppliers to ensure effective campaign delivery, data quality and operational excellence. Act as the organisation's CRM subject matter expert, driving best practice and the ongoing development of CRM and Marketing Cloud capabilities. Oversee the optimisation of donation journeys and fundraising conversion opportunities across CRM channels. Lead in the creation of donation forms and oversee the process. Monitor sector trends and emerging opportunities to enhance supporter engagement, fundraising performance and digital innovation. Contribute as a senior member of the fundraising team, fostering collaboration, inclusion and high performance.

Person specification

Essential criteria​

Demonstrable experience delivering successful CRM marketing strategies and campaigns that drive engagement, conversion and revenue. Strong hands-on experience with Salesforce Marketing Cloud and experience with audience journey optimisation and retention strategies. Excellent understanding of audience segmentation, personalisation and customer lifecycle marketing. Strong analytical skills, with experience using GA4 and other reporting tools to evaluate performance and generate actionable insights. Proven experience developing and implementing testing and optimisation programmes, including A/B testing and conversion rate optimisation. Good understanding of data management principles, CRM data structures and audience governance. Excellent stakeholder management and influencing skills, with the ability to build relationships across teams and levels of seniority. Strong project management and prioritisation skills, with the ability to manage multiple initiatives simultaneously. Experience working both independently and collaboratively within cross-functional teams. Excellent written communication skills, with the ability to develop compelling, audience-focused messaging.

Desirable criteria​

Experience within the charity, fundraising or membership sector. Experience managing CRM programmes across multiple markets, regions or audiences. Strong quality assurance mindset with excellent attention to detail. Knowledge of CRM best practice, accessibility standards and fundraising compliance requirements. Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Comic Relief we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Why work at Comic Relief

There are lots of good reasons to join us at Comic Relief. You can read more about our employee benefits, such as our commitment to flexible and hybrid working. We ask staff to come to the office twice a week, normally on agreed team days, so that we can do all those things that are difficult to do online. Our office is based in Whitechapel, London, There are lots of opportunities to develop your skills and experience at Comic Relief, including opportunities to become a Mental Health First Aider or to participate in our Employee Network Groups that focus on making Comic Relief a more inclusive place to work.