Legacy & In Memoriam Operations Manager

Do you have the passion, skills and experience to lead the RSPBs UK team of Legacy and In
Memoriam Advisers to grow and secure legacy and in memoriam income?

This is a great opportunity for a driven and talented Legacy and In Memoriam Operations Manager
to join our Legacy Marketing Team. You will have experience in leading a team to successfully
achieve set targets and KPIs, whilst maintaining legal and regulatory compliance, and
impeccable customer service.

The team is dispersed across the UK, yet connected and supportive. This will require you to
work to your own initiative with clear priorities and work programmes established.

You will be required to work flexibly on projects, with a requirement to travel frequently. You
will have the flexibility to work from home or from any number of offices.

What’s the role about?

The focus of the role will be to support and develop a team of Legacy and In Memoriam Advisers
to grow and secure legacy and in memoriam income. The post holder will also project manage new
areas of working across the RSPB in relation to this area of fundraising.

Other key result areas for the role will include:

• Deliver the legacy marketing team’s workplans, standards and policies for country/areas,
  enabling teams to grow and secure the numbers of legacy contacts, increase pledges and grow
  future legacy income
• Recruit, performance manage and develop Legacy Advisers (alongside country Heads of
  Fundraising/Development) to ensure the RSPB has the capacity, knowledge and skills required to
  deliver its legacy and in memoriam programmes
• Lead on associated projects to grow in memoriam income
• Provide intellectual leadership to Legacy Advisors, ensuring the remote team is motivated
  to increase legacy enquiries and pledges to grow legacy and in memoriam income
• Provide knowledge on legal and regulatory compliance to Legacy Advisors and country leads
  and to mitigate against organisational, reputational, and financial risk
• Develop and monitor the KPIs for Legacy Advisors to demonstrate effectiveness of the team
  to Senior Management
• Lead the design and development of events for delivery by Legacy Advisors to support the
  various legacy audiences (supporters, staff, volunteers, Local Groups, legal professionals,
  funeral directors) to secure and grow future legacy and in memoriam income
• Continually monitor and evaluate the stewardship journey, ensuring the processes are in
  place for the team of advisers to consistently deliver exceptional customer service and quality
  engagement
• Oversee the executorship service and ensure best practice is adhered to by Legacy Advisors
  in order to minimise organisational reputational and financial risk

What we need from you:

We need someone who is highly organised, self-motivated, has excellent attention detail, along
with exceptional interpersonal and communication skills. The role will involve working
collaboratively with department and Country leads to coach and develop Legacy and In Memoriam
Advisors to reach and exceed targets and set KPIs.

Essential skills, knowledge and experience:

• Sound knowledge and experience of this functional area: fundraising; legacy and in memoriam
  giving; or equivalent experience in customer/supporter retention and development
• Proven leadership and people management skills; able to motivate, inspire and build respect
  internally and externally across a broad range of stakeholders and at all levels, with
  demonstrable technical, human and conceptual skills
• Strategic thinking, good judgement skills and the ability to manage conflicting priorities
• Highly organised, self-motivated and excellent attention detail; working to targets, and
  leading a successful team to exceed targets and KPIs
• Excellent written and verbal communication skills to present, influence and represent the
  organisation
• Creating and/or delivering exceptional customer experiences, resulting in long-term
  supporter/business relationships
• Project management skills to plan, develop and manage projects, manage risk, costs, time
  and project teams
• Cross team working and business planning skills; able to build and maintain strong working
  relationships across a broad range of contacts to ensure Legacy and In Memoriam function is
  successfully embedded within the organisation
• Stewardship; a strong understanding of the importance of building relationships with
  supporters through robust stewardship, with appreciation of the sensitivities around legacy
  giving
• Knowledge of and commitment to compliance with Fundraising Codes of Practice, Fundraising
  Regulator guidance, Data Protection regulations

Desirable skills, knowledge and experience:

• Proficiency in CRM database management
• Event management experience
• A good understanding of the activities and priorities of the RSPB and how the work of the
  Legacy and In Memoriam team can contribute
• Experience of working within the Legacy and In Memoriam environment would be highly
  desirable
• A good understanding of the activities and priorities of the RSPB and how the work of the
  Legacy and In Memoriam team can contribute
• Experience of working within the Legacy and In Memoriam environment would be highly
  desirable.

This is a full time, permanent contract. The position is based working from home within the UK
with requirement to work flexibly with frequent travel across the country. 

We are looking to conduct interviews for this position from 8th June 2023. For
all application/role enquiries, please contact [email protected] 

As part of this application process, you will be asked to provide a copy of your CV and
complete an application form including evidence on how you meet the skills, knowledge, and
experience listed above.

This role will require completion of a basic criminal record check in addition to the standard
pre-employment checks. The RSPB is an equal opportunities employer. This role is covered by the
Rehabilitation of Offenders Act 1974.