Database Marketing
& Insight Manager
Job Description
Introduction
Welcome and thank-you for your interest in this role. This pack includes further information
about this position and context, to help you decide if this is the role for you.
About Action on Hearing Loss
Communication is a basic human need. Yet most of us know someone who struggles to
communicate through hearing loss. It can cause substantial harm to friendships, family
relationships, confidence, employability, mental health and life chances.
Action on Hearing Loss (formerly the RNID) is the UK’s largest charity for the 11 million people
in the UK who confront deafness, tinnitus and hearing loss every day. Established in 1911,
we help people to take control of their lives and live the life they choose, removing the barriers
standing in their way. We give people support and care, develop technology and treatments,
and campaign for equality.
Action on Hearing Loss is growing rapidly on the back of a new brand, a new and highly
ambitious long-term strategy, Taking Action, and a long term investment plan in fundraising.
Last year we helped more people with hearing loss than ever before. Our annual report and
website show how we’ve changed the world for the people we help – see our website for
more information.
About the role
The Fundraising, Marketing and Comms (FMC) group raises some £14m per year to fund
our mission and manages our brand and profile. We are growing rapidly on the back of a
strategy with some highly ambitious goals.
Our Fundraising Operations Department aims ensure the FMC group operates to the highest
standards of effectiveness, efficiency and compliance, providing the firm foundations for
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growth. The 11-strong team manages Data & Insight, Supporter Care and Legacy
Administration, and enables group- and charity-wide change.
We are looking for an experienced data specialist to lead our Database Marketing & Insight
function. The post holder will manage a high performing team to deliver data services,
including data selections, reporting, insight and analysis, to internal clients across a range of
fundraising departments.
It’s an exciting time for Action on Hearing Loss, we have recently launched a new
Fundraising database (the Raiser’s Edge) which will help support delivery of continued
fundraising growth. We’re looking for someone who can help us to continue the work already
started in improving our data quality, streamlining processes and brining further data sets
into the database. This is a key role within the organisation, and we are looking for someone
who can produce a step change in the charity’s ability to analyse supporter data and who will
drive development of insight into customer behaviour and fundraising performance.
The role offers a great opportunity to make the most of your technical and people skills, to
work with colleagues across a range of professional disciplines in a supportive environment
and at the same time make a real difference to the lives of people who are deaf, with hearing
loss, and with tinnitus.
The successful applicant needs a mix of exceptional attention to detail, an eye for efficiency,
a passion for problem solving, the tenacity and communication skills to facilitate change and
the ability to see the bigger picture impact of developments. Previous experience in the
charity sector is important due to the importance of understanding of sector compliance;
experience of specific tools is not essential but would be beneficial; talent, the right mix of
skills, an enquiring mind, and passion for social change are a must.
This role offers a rare opportunity to support the ongoing development of a hardworking,
high performing, operational department, which supports and underpins the Charity’s
Fundraising and Marketing Functions. Working as part of a highly motivated and high quality
organisation in a supportive work environment committed to development.
How to apply
If you think you have the skills and experience and would love the challenge of this job I’d
like to hear from you. To apply for the role please submit an application form to
[email protected] by the closing date of 17th July.
If, having read the information pack you would like any further information in relation to the
post or to have an informal discussion about this opportunity either by telephone at 020 3227
6013 or by email [email protected].
I look forward to receiving your application.
Yours sincerely
Anthony Rumble
Head of Fundraising Operations
Job description:
Job title: Database Marketing & Insight Manager
Salary: £37,000-£44,000
Band: Blue
Responsible to: Head of Fundraising Operations
Direct Reports: Senior Data Analyst, Senior Database Marketing & Insight Executive and
Database Services Executive
Directorate: Fundraising, Marketing & Communications
Department: Fundraising Operations
Location: London N1
Date: June 17
_________________________________________________________________________
Overall Purpose of the Role:
To deliver outstanding levels of database marketing services and insight to fundraising,
Marketing and Communications teams, helping to drive improvements in the effectiveness of
fundraising activity and our return on investment. You will build strong and effective
relationships with internal clients and promote a culture of high performance, innovation,
ambition and continuous improvement within the Database Marketing & Insight team.
Key Accountabilities and Responsibilities:
 Lead the Database Marketing & Insight team in delivery of excellent services to clients
across all fundraising teams, including; data management, selections, reporting and
insight. Ensure these services are delivered to a high degree of accuracy and to agreed
deadlines.
 Manage, develop and mentor the Database Marketing & Insight team to deliver
excellent performance and work to build knowledge and capacity within the team.
 Lead and be responsible for the management of the fundraising database, the Raiser’s
Edge (RE), and our segmentation, selection and analysis tool, FastStats. Ensure that
RE and associated tools operate effectively to meet the needs of users.
 Work to proactively to support the delivery of an exceptional experience to supporters
through changes in data structure, increasing the effectiveness of data capture,
streamlining processes and improving of data quality.
 Work with the Database Marketing & Insight team and other fundraisers to ensure
processes and guides are kept up to date and relevant.
 Deliver training and guidance to staff around the use of the database.
 Ensure that training and guidance conforms to the charity’s business rules, policies and
complies with the Data Protection Act, the General Data Protection Regulations
(GDPR), Institute of Fundraising Code of Practice, Gambling Commission, Payment
Card Industry Data Security Standards (PCI DSS) and HMRC Gift Aid regulations
amongst others.
 Ensure all data (held on Raiser’s Edge, FastStats and other systems within the
responsibility of this role) complies with sector regulations, the law and our Data
Protection and information security policies.
 Ensure data is stored securely and is accessible only to those authorised to do so. Pay
particular care to the security of the processes being used to transmit data to and from
third parties.
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Ensure Raiser’s Edge and FastStats are configured to optimise our ability to build
insight about supporters. Work to enable team members and colleagues across
fundraising to build their understanding and use of data analysis and insight.
Lead on and support Team, Group and Organisational projects associated with
improvements to data management, insights and analysis and single customer view
amongst others as required.
Provide internal clients and your team with advice on the most suitable audience
segments to target during the planning phases of campaigns to optimise the targeting
and segmentation of data to improve supporter experience and increase our return on
investment.
Work proactively, through the team, to ensure fundraising teams have the insight they
need to inform major decisions and that the information provided is being interpreted
effectively, allowing colleagues to predict and adapt to the changing behaviour of
supporters and variations in the effectiveness of fundraising activities. Ensure insight
activities remain robust, adaptable and relevant to the business.
To keep up to date with trends and practices in the wider charity and marketing sectors.
Any other task within competence as directed by line management
Person specification
PERSON PROFILE
Job Title: Database Marketing & Insight Manager
Essential
Experience
 Extensive experience as a database
manager or key user of a fundraising
database, or similar CRM system, in
the context of an organisation using
large-scale direct marketing activity
across a range of products and
channels.
 Experience of using FastStats or a
similar tool to analyse data.
 Demonstrable experience of drilling
into large volumes of data to produce
meaningful analysis and practical
insight about fundraising/marketing
activities and customer behaviour
 Experience of using this insight to
make recommend changes to
business activity
 Experience of setting and managing
the delivery of services to clients and
working within a framework of
service level agreements.
Qualifications /  No specific qualifications required but
Professional
evidence of ongoing professional
Training
development and training within the
field is a must
Skills /
Knowledge
 Able to build effective and
collaborative relationships throughout
the organisation to inspire trust and
confidence.
 Excellent organisational and
administration skills, with the ability
to plan and prioritise work for self
and others. Able to work on own
initiative with little supervision.
 Strong understanding of sector
compliance, i.e. GDPR, BACS, Gift
Aid, PCI DSS and the Fundraising
Code of Practice, amongst others
 A strong communicator, with the
ability to interrogate and understand
complex processes quickly and to
communicate technical information
with simplicity to varied audiences.
Date: June 17
Desirable
 Data tools - Our key data tools are
Raiser’s Edge and FastStats. It isn’t
necessary to have prior experience
with these systems, but if you do, it
would be an advantage.
 People management - Whilst
previous people management
experience is not essential for this
role, you must be able to quickly gain
the ability to lead, develop, coach
and support a high-performing team.
 CRM management, database
marketing qualifications or
accreditations are not essential but if
you do have evidence of these it
would be an advantage

Personal
Qualities
Thinking Style
Circumstances
 Capable of influencing and
persuading multiple stakeholders at a
range of levels in an organisation.
 A solid understanding of database
marketing principles and the ability to
add value through audience selection
and segmentation.
 A restless enthusiasm for continuous
quality improvement of processes,
data and analysis.
 The ability to train and support users
from varying professional
backgrounds and technical
competencies in the use of
fundraising databases and data
analysis tools. A calm and patient
approach.
 Able to identify problems, provide

innovative solutions and make
logical, timely decisions. Able to cut
through the detail and focus on the
end business goal.
 Proactive, organised and methodical,
with an ability to grasp detail and
complexity. A highly developed
attention to detail and accuracy and
an ability to introduce processes and
practices that work.
 Ability to work flexibly, and at times
under pressure, to meet deadlines
and changing priorities.
 An analytical, logical and problem
solving approach
 N/A

Values and behaviours
We have 3 core values at Action on Hearing Loss, which reflect what we are like at our best
and what we aim to be more like, more of the time. They guide how we act, behave towards
others and go about our day to day work. Team members should be able to demonstrate
these values:
People
 We treat people with warmth, dignity and respect.
 We show kindness, care and understanding.
 We treat people how we would like to be treated.
Passion
 We work with enthusiasm and energy.
 We strive for high standards and always try to do our best.
 We innovate, take risks and try new things.
Partnership
 We listen carefully to others and try hard to understand.
 We share insights, ideas and resources.
 We act with integrity, building trust.
TERMS AND CONDITIONS
Listed below are some of the key benefits of working with us
POST:
Database Marketing & Insight Manager
CONTRACT TYPE: Permanent
SALARY:
The salary for this post is £44,000 per annum in salary Band Blue
PROBATIONARY PERIOD:
Confirmation of appointment is subject to the successful completion of
a 6-month probationary period.
HOURS:
35 hours per week but from time to time it may be necessary to work
additional hours to complete your duties.
HOLIDAYS:
The annual leave year is from 1 April to 31 March. The entitlement for
a full time post is 25 days plus statutory/bank holidays per year.
SICKNESS:
A comprehensive sick pay scheme is provided by Action on Hearing
Loss
PENSION:
In line with Government legislation (Pensions Act 2008), you will be
automatically enrolled into the Action on Hearing Loss Group Personal
Pension Plan (GPP) if you meet relevant qualifying criteria. If you are
auto enrolled, you will contribute 1% and Action on Hearing Loss will
contribute 2%. Further information on automatic enrolment can be
found on www.gov.uk.
All Action on Hearing Loss staff who do not belong to Defined
Contribution Pension Scheme which was closed to new entrants from
31 May 2012, will be entitled to automatic Life Assurance of £50,000.
EQUAL OPPORTUNITIES:
We have an Equal Opportunities and Diversity Policy and all
employees are expected to develop an understanding of and
commitment to equal opportunities.
This post is exempt from the terms of the Rehabilitation of Offenders Act (Exemption Order 1975)
and you are therefore required to disclose all criminal convictions and cautions including those,
which are 'spent'.
This post is also subject to a Disclosure and Barring Service clearance (formerly Criminal
Records Bureau clearance) Access NI / Disclosure Scotland clearance. All successful candidates
must satisfactorily clear a criminal records and ISA Vulnerable Adults Barred List check. Action
on Hearing Loss complies with the DBS Code of Practice. If you would like a copy of this please
contact us.
If you do need to disclose any criminal convictions or cautions please place declaration, sealed
in an envelope marked ‘HR Advisor, Private & Confidential, Addressee Only', and attach to
Application Form.