***THIS JOB VACANCY HAS NOW CLOSED***
£48459 – £51010 37.5 hours per week
Leicester LE3 1UT with hybrid working
About us
The RAF Association has a clear objective: to help sustain a resilient and empowered RAF community, including serving personnel, RAF veterans and their families. Through our sector leading services, we offer friendship to the isolated and lonely, sheltered housing for those who want to remain proudly independent and childcare to serving personnel on RAF stations. With thousands of members across the UK and further afield, plus hundreds of dedicated employees and volunteers, we have the network and experience needed for a personal one-to-one approach. We work together to make sure no one is ever left behind.
About the Role
This is an exciting time at the RAF Association, as we look to transform the experiences we offer to our customers.
Through enhanced engagement with our customers, data will be generated to inform our future strategic decision making and operational efficiency opportunities. The Head of Customer Experience & Insight will be the leader and expert across the Association in all aspects of customer experience, data quality and insight. The role will lead and develop high performing Customer Engagement & Insight teams to design, implement and manage strategies that enhance customer engagement, satisfaction, loyalty, and lifetime value, working closely with key stakeholders.
The Customer Experience & Insight team use multi-channel engagement tracking, lifetime value analysis, attrition monitoring, behavioural profiling and segmentation to deliver change and growth in our engagement, fundraising and marketing activity. In addition, the role will champion customer experience initiatives and data integrity projects across the RAF Association group.
About you
Are you a strategic thinker, effective leader, opinion former and influencer, with the ability to motivate and inspire their team to make a significant difference to the success of the Association? To succeed in the role, you will have extensive experience in leading high performing teams, fostering a culture of customer-centricity, co-creating actionable insights, and managing multi-channel engagement.
You will be comfortable owning opportunities and driving growth based on evidence and insight rather than just reporting results. A robust knowledge of CRM customer relationship management systems will be essential as well as using Business Intelligence (BI) tools. Your proven ability to build, influence, persuade and negotiate with a wide range customers and stakeholder using tact and diplomacy to achieve best possible outcomes will be important to your success in the role. If you enjoy and thrive on the responsibility of leading and developing people and teams, planning and executing a range of projects in parallel using your judgement and experience then this role could be 100% for you!
It is highly recommended that you read the supporting role profile and person specification prior to applying for the role.
Want to know more?
Then please contact Liam Clark-Brown, Associate Director of Fundraising and Engagement, on liam.clark-brown@rafa.org.uk who will be happy to answer any questions you may have.
To apply
To apply, please send your CV and cover letter to jobs@rafa.org.uk . Applications with cover letters stand a much higher chance of shortlisting for interview so please do take some time to tell us how your skills match the role.
Closing date 30 September however interviews are ongoing so we may close this advert early so please do not delay in applying, we’d love to hear form you!
The RAF Association is a Disability Confident Employer. Please let us know if you require any assistance with your application.
