Job Description

About Us:

The Zoological Society of London (ZSL), a charity founded in 1826, is a world-renowned centre of excellence for conservation science and applied conservation. ZSL’s mission is to promote and achieve the worldwide conservation of animals and their habitats. This is realised by carrying out field conservation and research in over 50 countries across the globe and through education and awareness-raising at our two zoos, ZSL London Zoo and ZSL Whipsnade Zoo, inspiring people to take conservation action.

Role Profile:

The Supporter Services team is a single point of contact for general customer enquiries, as well as being the portal through which other ZSL products and experiences can be sold and booked. We are looking for a Head of Supporter Services for a maternity cover contract and the role will look after the Supporter Services team as well as being responsible for developing and implementing the supporter services strategy in conjunction with the Development Director to maximise revenue and ensure continued support from our members, donors, visitors and supporters.

Main Duties and Responsibilities:

• To manage the Supporter Services Teams based at ZSL London Zoo and ZSL Whipsnade Zoo. 
• To ensure common standards for customer care are set, monitored and evaluated across ZSL.
• The jobholder is required to work with ZSL’s CRM system, SRO4, which was recently implemented and still undergoing improvement and changes. The jobholder plays a pivotal role in advising on and testing improvements to functionality and is a key stakeholder in phase 2 of the project.
• Direct responsibility for the BACS Direct Debit software, used for the membership/regular giving programmes.
• Monitor and control all budgets assigned to activity under the annual Supporter Services plan ensuring effective spend of budget and return on investment (ROI) modelling.
• Ensure the team understand, promote and sell a broad range of ZSL products and services including Membership, Experiences, Education Bookings, Ticket sales, Events.
• Overall responsibility for ensuring an appropriate customer complaint handling process is in place, understood and used by all internal and external stakeholders.

Person Specification:

The successful candidate will ideally:

• Have demonstrable experience in managing large teams, with proven skills in coaching individuals and teams to deliver against objectives and plans.
• Experience working with CRM systems within a charity or commercial environment.
• Have an understanding of the not-for-profit sector.
• Be highly organised with excellent project management and problem solving skills.
• Excellent interpersonal, communication and influencing skills and a high level of credibility are a must for this role.
• Proven experience of creating, managing and monitoring expenditure budgets.

Please note: This is a full-time, 1 year fixed-term (maternity Cover) contract.  Whilst the role will be based at ZSL Head Office in Regents Park, the functional nature of the job will require the post holder to also work at Whipsnade Zoo. You may also be required to carry out visits to external agencies, consultancies and organisations as and when necessary.

To Apply:

Applicants will need to upload their CV and covering letter (detailing relevant experience and skills, stating why they want the position and including details of availability) and can do this by clicking the "Apply for this job online" button on the ZSL website. If you have any queries regarding this position or when applying through the system please contact Human Resources.

Closing date for applications: Midnight Sunday 29th January 2017.

The Zoological Society of London is a charity registered in England and Wales: no. 208728.