Senior Website and Digital Systems Officer

Job Description

The teamThis role sits in the Donor Development team within the Income Generation (Fundraising) Directorate. This team is responsible for finding and attracting new individual donors and supporters to Refugee Council to grow our supporter base and our income from individuals, to support our work with refugees and people seeking asylum.This roleWith the ongoing worldwide refugee crisis, Refugee Council is needed more than ever and attracting and retaining new donors and supporters is key to our continuing growth. This role sits within the Income Generation (Fundraising) Directorate and will play a key role in supporting our growth ambitions through the website and digital systems.We have seen rapid growth on our digital channels driving increasing traffic to Refugee Council, but our website is still relatively new with significant room for development. In this role, the Senior Website and Digital Systems Officer will lead on the maintenance, development and optimisation of our website, and support the wider organisation with their website needs. This role will also provide critical support maintaining and developing our digital systems, in particular our email marketing platform and supporter action platform.Main Duties and ResponsibilitiesWebsite management and maintenance (20% of role) Responsible for day-to-day maintenance of website (WordPress) and our donation and action platform (Impact Stack), working independently and with developers to troubleshoot and bug fix. Support and maintain website integrations and payment gateways. Oversee relationships with suppliers, monitoring budgets and ensuring SLAs in place. Act as main organisation point of contact for website requests, queries and issues. Create and maintain up-to-date style guides for website and manage process for regular content review and updates by teams. Develop and deliver website content to support public advocacy and fundraising campaigns.Website development and improvements (25% of role) Work with the Supporter Acquisition Manager to develop and deliver website optimisation and improvement plans. Continually improve Refugee Councils website, using best practice user experience and content design principles. Implement and improve tracking to assess website performance including use of Google Analytics, Hotjar, survey tools and other tools. Conduct monitoring, analysis, testing and optimisation of website to improve performance and user experience. Map and refine supporter journeys, including donation journeys, using survey tools, A/B testing and analytics. Work with key members of the fundraising and advocacy teams to ensure high-traffic and transactional areas of the site are optimised appropriately. Identify and implement SEO strategy to support organisation objectives.Cross-organisation website support (30% of role) Develop and deliver training to staff across the organisation so that they can create and manage their own web content. Manage and curate relationships with colleagues across the organisation to deliver website support and meet team website needs. Support teams with their technical website issues and queries, working with the developer where needed to resolve issues. Manage a pipeline of website support jobs, negotiating and managing work plans sensitive to differing team needs, priorities, available resourcing and organisational objectives. Develop, communicate and embed processes and policies for teams working with the website and briefing website jobs. Act as a brand guardian, ensuring consistency of visual style and messaging across the website and by supporting others in developing content. Collect requirements from stakeholders and implement improvement projects to ensure the website meets the needs of the organisation.Email platform management (15% of role) Develop and deliver regular data processes and checks to ensure tags, APIs and automations are all operating as they should be and that supporter data is kept up to date on the system. Be responsible for setting out clear data and tag management processes for Mailchimp, briefing users to follow processes and checking processes are followed. Support team members with complex Mailchimp selections or data queries. Support the integration of Mailchimp with a new CRM, and deliver other required data exchanges in the transition period. Independently and working with suppliers and consultants, troubleshoot and bug fix Mailchimp related issues.Security and compliance Be responsible for identifying key security risks for the organisation through the website, donation and action platform, email platform and other digital marketing systems. Lead on the identification, scoping and implementation of approaches to minimise and mitigate security risks. Be responsible for ensuring all supporter data and information from the website is requested, collected and recorded accurately, consistently and in a timely manner on the database and in accordance with legislation and best practice. Develop plans and routine actions to maintain and improve security and compliance of website, and oversee their implementation. Ensure that the website, digital systems and content comply with current legislation and best practice and ensure that robust monitoring processes are in place. Keep up to date with all compliance changes within the sector - both from the ICO in terms of Data Protection as well as Fundraising Regulator Code of Conduct.Budgets and reporting Be responsible for the digital systems budget, and conducting financial processes for digital expenditure including invoice tracking and expenditure forecasting. Build, develop and deliver regular reporting on website performance, testing and improvements. Develop and deliver monthly reporting on the website and digital system job pipeline.Internal and External Relationships Work closely with members of our acquisition, retention and advocacy teams, and the social media group, to provide supporting website content and digital system support for their campaigns and ensure that opportunities are identified and maximised. Develop collaborative, effective and supportive relationships with staff at all levels of seniority across the charity to support their website and digital system needs. Build strong external relationships with developers and suppliers to deliver high quality and compliant website and digital system experiences. This includes using exceptional communication, negotiation, problem solving skills as well as acting as an ambassador for Refugee Council.Additional InformationHealth & SafetyThe post holder is responsible for: Cooperating with the Refugee Council in delivering all legal responsibilities in respect of your own and your colleagues, volunteers, clients and others health and safety whilst at work. Becoming familiar with the Refugee Councils Health & Safety Policy and procedures including evacuation procedures at your workplace. Carrying out risk assessments of your own work and e