Job Description

Job Overview

The Telephone Marketing Manager is responsible for building, managing, and optimising AWIP's telephone fundraising programme as a core revenue and supporter-retention channel.

This is a hands-on, performance-driven role. You will call supporters yourself, while also supervising and coaching a small team of in-house telephone fundraisers to deliver measurable income, upgrades, and retention outcomes.

The working hours for this role are Monday to Thursday, 10am - 2pm and then 4pm - 8pm. Occasional overtime hours will be made available on weekends.

Key Responsibilities

1. Calling & Income Generation (Hands-on)

Conduct outbound fundraising calls to: Recent cash donors Regular givers (upgrades, retention, save attempts) Warm petition signers (internal and paid leads) Deliver strong, ethical fundraising conversations aligned with AWIP's mission Meet or exceed individual calling and income KPIs

2. Team Supervision & Coaching

Supervise a small team of telephone fundraisers (initially 2-3) Live and retrospective call coaching Script feedback and refinement Performance management and motivation You should set clear expectations around: dial discipline, data hygiene, call quality, and ethical standards.

3. Programme Performance Management

Own core KPIs, including: Cost per acquisition (CPA) RG conversion rate Upgrade rate Contact rate Cost per pound raised Monitor daily, weekly, and monthly performance Identify underperforming lead sources or scripts and act quickly

4. Lead & List Strategy

Work closely with the Digital Marketing Manager to: Prioritise lead quality over volume Segment leads (warm internal vs paid vs cold) Define call attempt rules and retirement criteria Ensure efficient use of paid leads and internal supporter data

5. Compliance & Best Practice

Ensure all telephone fundraising activity complies with:

Fundraising Regulator guidance TPS/CTPS rules GDPR and data protection requirements Maintain accurate call notes and supporter records Uphold AWIP's ethical and supporter-first approach

6. Continuous Improvement

You will be responsible for testing and iterating:

Scripts Call timing Ask ladders (cash ? RG ? upgrade) Share insights with the wider MarrComm team Contribute to the long-term strategy for telephone fundraising at AWIP

Essential Experience & Skills

Proven experience in telephone fundraising or telephone sales Demonstrable success in: Regular giver acquisition, Upgrades and donor retention. Experience coaching or supervising callers Comfortable being hands-on and target-driven Strong communication and persuasion skills Confident working with data and performance metrics High ethical standards and supporter empathy

Desirable Experience

Familiarity with predictive diallers and CRM systems Experience working with petition-led or digital-acquired leads Interest in animal welfare and/or cruelty-free (vegan or vegetarian) lifestyle

Personal Attributes

Performance-focused, not process-obsessed Calm, confident, and decisive Comfortable holding people (and yourself) accountable Adaptable and resilient in a fast-moving environment Motivated by impact as well as income
Job Types: Full-time, Permanent

Pay: From 15.00 per hour

Expected hours: No less than 32 per week

Benefits:

Company events Company pension Health & wellbeing programme Private dental insurance Private medical insurance Work from home
Experience:

Telephone Fundraising: 1 year (required)
Work Location: Remote