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Head of Supporter Insights and Innovation

Cancer Council Victoria
  • Brilliant leadership opportunity to use your data analysis and customer experience expertise for social good
  • Lead a team to deliver outstanding supporter engagement and harness supporter insights to drive innovation and growth in income and engagement
  • Full time position – St Kilda Road, Melbourne
  • Job ID: FCD.181

The Head of Supporter Insights and Innovation is a critical leadership position reporting directly to the Head Division, Fundraising and Communications.

Are you excited by harnessing customer data to turn into actionable insights and innovation to grow the number of people saving lives and reducing the impact of cancer? Obsessed with delivering outstanding customer/supporter experiences and overseeing a call centre function? Driven to contribute your effective leadership skills to motivate and inspire teams to do their best work every day? Then this is your role!

Every four minutes another Australian is diagnosed with cancer - and this is a rare leadership opportunity in a large, impactful charity where the work you do every day makes a difference.

About your environment

Since our establishment in 1936, Cancer Council Victoria has developed an international reputation for our innovative work in cancer research, prevention and support. As an independent, not-for-profit organisation, we play a leading role in reducing the impact of all cancers on all people.

The Fundraising and Communications Division (FCD) is responsible for ensuring Cancer Council maintains a visible, engaging presence in the community; and to inspire and activate support from Victorians. Through a diverse revenue generation program, the Division works to ensure funds are raised to support Cancer Council Victoria’s work in line with the organisation’s mission and values.

The Supporter Insights and Innovation Unit is responsible for ensuring supporters are at the heart of everything we do. This unit is responsible for the Supporter (Customer) Experience, business insights and innovation, and our supporter care contact function. Constantly in dialogue with supporters and by collaborating across the Division, this unit drives innovation, insights and experience to grow fundraising across existing and new funding streams, supporters and channels.

About your opportunity

We are seeking a Head of Supporter Insights and Innovation to join the Fundraising and Communications Division. Reporting to the Head of Division, Fundraising and Communications your role is to:

  • Use your strategic vision and leadership skills to achieve results
  • Lead the supporter care/call centre function, identify and implement new initiatives in line with the Fundraising strategy to deliver, maintain and enhance high quality customer service
  • Lead, improve and strengthen data analytics and insights capability to optimise the fundraising strategy, acquisition, life-time value, supporter loyalty and experience
  • Be a collaborative member of the Division’s leadership team and senior management group of the organisation
  • Help bring our digital transformation strategy to life

All about you

Are you:

  • Excited by harnessing customer data to turn into actionable insights and innovation to grow the number of people saving lives and reducing the impact of cancer?
  • Obsessed with delivering outstanding customer/supporter experiences and overseeing a call centre function?
  • Driven to contribute your effective leadership skills to motivate and inspire teams to do their best work every day? Then this is your role!

Every four minutes another Australian is diagnosed with cancer - this is a rare leadership opportunity in a large, impactful charity where the work you do every day makes a difference.

  • Relevant post graduate qualifications in Business, Marketing, Commerce or related field and substantial experience in leadership role
  • Demonstrated experience in ensuring customer insights and business intelligence are used in forecasting, income and growth modelling, and benchmarking
  • Demonstrated experience in strategic thinking, problem solving, innovation theory, numerical and analytical skills to drive innovation and maximise fundraising and/or sales
  • Strong customer-centric orientation and approach, and the ability to drive a culture of continuous improvement, especially in a call centre environment
  • Experience using CRMs and Business Intelligence Tools such as ThankQ, Salesforce, Google Analytics and PowerBI.

What we can offer you

To apply and for more info

To apply for this opportunity click apply now to download a Position Description and forward your Resume and Cover Letter. Ensure that your cover letter addresses the Key Selection Criteria detailed within the Position Description. For more information contact Lyrian Fleming-Parsley via Lyrian.fleming-parsley@cancervic.org.au, using the subject line: Head of Supporter Insights and Innovation enquiry via EthicalJobs.

Cancer Council will only contact applicants shortlisted for interview. We are unable to respond to recruitment agency enquiries.

All offers of employment will be made subject to satisfactory completion of employment checks including evidence of right to work in Australia, a National Police Check and a Working with Children Check.

Cancer Council Victoria is an Equal Opportunity Employer. Cancer Council Victoria is committed to a diverse and inclusive workplace, all applicants will be considered for employment regardless of race, religion, sex, sexual orientation, gender identity, or disability status. Aboriginal and Torres Strait Islander people are encouraged to apply.

Cancer Council Victoria has a strong commitment to the safety, wellbeing and protection of children and youth. We therefore have robust screening procedures for people who are expected to have contact with children in their roles. This will include criminal record check, Working with Children Check and referee checks.

How to apply

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