Associate Head of Engagement Delivery
- NSPCC/ChildLine
- Hackney, London
- Jul 11, 2026
Full time
Education
Job Description
Context and Background
The Public Engagement team is responsible for developing and delivering the strategy that will drive significant, long-term income growth by inspiring and engaging public audiences to support the work of the NSPCC.
This will be achieved through integrated, audience-led, multi-channel marketing approaches, including; mass participation, individual giving, and campaigns that generate sustainable funding aligned to the NSPCC's strategic priorities.
Alongside income generation, the team plays a vital role in increasing public understanding of abuse and neglect and building advocacy.
The team will foster a high-performing, results-driven culture that values collaboration, innovation, and integration. By focusing on excellent supporter relationship management and purposeful engagement, it will deliver long-term, sustainable impact to support the NSPCC's mission.
Job purpose
The Associate Head of Engagement Delivery will lead the planning, delivery, and optimisation of engagement and fundraising activity to key agreed audiences, ensuring alignment with the audience engagement strategy and campaign plan.
Take accountability for Engagement Delivery team outputs, ensuring high-quality execution across creative, campaigns and channels
Provide direct line management and coaching to diverse, multi-disciplinary teams, building capability, confidence and high performance across the full channel mix, while fostering an inclusive and supportive culture
Ensure engagement and fundraising activity is insight-led and audience-focused, delivering effective engagement across a range of channels, with a strong focus on both warm/loyalty channels such as direct mail, email and telemarketing, and broader cold acquisition channels including DRTV, door drop, press, digital and integrated campaigns
Take accountability for continuous improvement in campaign performance, working collaboratively with peers across the Engagement and Fundraising directorate to maximise impact and supporter value
Work with the Public Engagement SLT to champion operational excellence and innovation, ensuring the team has the capacity, tools and processes to deliver integrated, responsive and supporter-centric campaigns
Key relationships - Internal
Reporting into the Head of Engagement Delivery, this role sits alongside three peer Associate Heads within the Engagement Delivery function: the second Associate Head of Engagement Delivery (leading the complementary campaign delivery squads), the Associate Head of Digital Engagement, and the Associate Head of Direct Fundraising.
Line management of a team of 8: Engagement Delivery Managers, Senior Officers and Officer
Member of Public Engagement Leadership Team
Collaborates closely with other Associate Heads within Engagement and Fundraising directorate, as well as Brand, Marketing and Communications, to create integrated strategies for public engagement and fundraising.
Pro-actively works closely with managers and staff in other NSPCC functions to further fundraising relationships and opportunities for cross departmental working.
Key relationships - External
External Agencies and Suppliers - including Creative and Media Agencies.
External peers and networks in the charity sector, regularly attending groups in the UK charity sector to ensure the NSPCC is at the forefront of the sector trends.
Professionals / Trading Bodies / Organisations that are at the forefront of fundraising and marketing
Main duties and responsibilities
Campaign Planning and Delivery
o Accountable for the planning and operational delivery of engagement and fundraising campaigns, including direct mail, email and telemarketing to current supporter and DRTV, digital acquisition supporting integrated charity-wide campaigns, and advocacy activity.
o Oversee direct line management of campaign delivery teams, coaching and developing individuals to build capability, confidence and high performance across the full channel mix, while fostering an inclusive and supportive culture
o Oversee campaign briefing, scheduling, and performance tracking, ensuring campaigns are delivered in line with audience strategy and organisational priorities.
o Adjust campaign strategies as required to respond to performance, changing supporter behaviours, market conditions, and organisational priorities.
o Lead the formation, leadership and allocation of high-performing campaign delivery squads, ensuring teams are effectively structured, supported and empowered to deliver, ensuring each team is equipped with the necessary skills and expertise to successfully execute their campaigns, allocating resources based on audience insight and projected impact.
o Monitor and report on campaign performance, embedding structured feedback loops and squad retrospectives to capture learning and drive continuous improvement, using data to inform improvements and strategic decisions.
o Collaborate with colleagues across Engagement and Fundraising to ensure campaigns are insight-led and supporter-centric.
o Work with the Engagement Delivery Management Team ensuring that all activities are aligned with Digital Engagement and Direct Fundraising teams to ensure seamless execution and optimisation of campaigns to achieve the overarching objectives for the Public Engagement Directorate.
o Champion delivery standards, processes, and best practice within your portfolio, ensuring alignment with the organisation-wide Engagement Delivery standards set by the Head of Engagement Delivery.
Strategic Leadership and Integration
o Working in partnership with peers to ensure that all channels are effectively utilised to deliver both standalone activity and integrated charity-wide campaigns, including collaboration with audience strategy, supporter experience, product, and insight teams, driving innovations across the income streams.
o Act as a subject matter expert within the organisation, providing expert guidance on campaign execution, creative development, and audience engagement.
o Maintain awareness of sector trends and developments in campaign delivery, bringing insight back into the team to inform delivery approaches and continuous improvement.
o Lead strategic relationships with external partners, including creative and media agencies and suppliers, ensuring they deliver high-quality, insight-led work aligned to organisational goals
o Undertake other duties as required by the Head of Engagement Delivery.
Financial Management and Supplier Oversight
o Develop and manage comprehensive budgets for all campaigns, closely monitoring income and expenditure to ensure alignment with agreed ROI targets, and taking timely corrective action where necessary.
o Maintain oversight and senior level relationships with external suppliers, ensuring quality, compliance, and performance.
Team Leadership and Development
o Lead, support and develop a high-performing, inclusive team, providing clear direction, coaching and feedback to build capability, confidence and accountability
o Foster a culture that prioritises wellbeing, continuous learning and high performance, ensuring individuals feel supported to succeed
o Develop T-shaped skills across the team to increase flexibility and cross-channel capability
Responsibilities for all Staff within Engagement and Fundraising Directorate
To actively participate in regular team meetings and department meetings, contributing to discussions and decisions which will be beneficial to the NSPCC's development of fundraising activities.
To behave at all times in a manner consistent with the NSPCC's Values.
To ensure data used in relevant systems is current, accurate and reliable.
To maintain an awareness of own and others Health and Safety and comply with the NSPCC's Health and Safety policy and procedures.
A commitment to safeguard and promote the welfare of children, young people and adults at risk.
Person specification
1.Significant experience in strategic, integrated engagement and fundraising - developing and delivering multi-channel campaigns (direct mail, email and telemarketing, DRTV, door drop, press, digital and charity wide integrated campaigns) across the full marketing funnel, from brand awareness to direct response, in a non-profit or similar environment.
2. Up-to-date knowledge of direct and digital marketing theory and practice, including individual giving trends, regulations, and best practice, with a proven ability to optimise campaign performance and return on investment.
3.Strong track record of financial planning and budget management at scale, including setting and reporting on income and expenditure targets, and providing clear performance updates to the Engagement and Fundraising SLT.
4. Proficient in using data, analytics, CRMs, and business systemsto generate insights, drive decision-making, and support continuous improvement across supporter engagement and fundraising activity.
5.Excellent strategic thinking and decision-making skills, with sound judgement, the ability to operate under pressure, and a creative, solution-focused approach to systems and process development.
6.Strong leadership and people management capabilities, with experience coaching and developing diverse teams, building capability, confidence . click apply for full job details
The Public Engagement team is responsible for developing and delivering the strategy that will drive significant, long-term income growth by inspiring and engaging public audiences to support the work of the NSPCC.
This will be achieved through integrated, audience-led, multi-channel marketing approaches, including; mass participation, individual giving, and campaigns that generate sustainable funding aligned to the NSPCC's strategic priorities.
Alongside income generation, the team plays a vital role in increasing public understanding of abuse and neglect and building advocacy.
The team will foster a high-performing, results-driven culture that values collaboration, innovation, and integration. By focusing on excellent supporter relationship management and purposeful engagement, it will deliver long-term, sustainable impact to support the NSPCC's mission.
Job purpose
The Associate Head of Engagement Delivery will lead the planning, delivery, and optimisation of engagement and fundraising activity to key agreed audiences, ensuring alignment with the audience engagement strategy and campaign plan.
Take accountability for Engagement Delivery team outputs, ensuring high-quality execution across creative, campaigns and channels
Provide direct line management and coaching to diverse, multi-disciplinary teams, building capability, confidence and high performance across the full channel mix, while fostering an inclusive and supportive culture
Ensure engagement and fundraising activity is insight-led and audience-focused, delivering effective engagement across a range of channels, with a strong focus on both warm/loyalty channels such as direct mail, email and telemarketing, and broader cold acquisition channels including DRTV, door drop, press, digital and integrated campaigns
Take accountability for continuous improvement in campaign performance, working collaboratively with peers across the Engagement and Fundraising directorate to maximise impact and supporter value
Work with the Public Engagement SLT to champion operational excellence and innovation, ensuring the team has the capacity, tools and processes to deliver integrated, responsive and supporter-centric campaigns
Key relationships - Internal
Reporting into the Head of Engagement Delivery, this role sits alongside three peer Associate Heads within the Engagement Delivery function: the second Associate Head of Engagement Delivery (leading the complementary campaign delivery squads), the Associate Head of Digital Engagement, and the Associate Head of Direct Fundraising.
Line management of a team of 8: Engagement Delivery Managers, Senior Officers and Officer
Member of Public Engagement Leadership Team
Collaborates closely with other Associate Heads within Engagement and Fundraising directorate, as well as Brand, Marketing and Communications, to create integrated strategies for public engagement and fundraising.
Pro-actively works closely with managers and staff in other NSPCC functions to further fundraising relationships and opportunities for cross departmental working.
Key relationships - External
External Agencies and Suppliers - including Creative and Media Agencies.
External peers and networks in the charity sector, regularly attending groups in the UK charity sector to ensure the NSPCC is at the forefront of the sector trends.
Professionals / Trading Bodies / Organisations that are at the forefront of fundraising and marketing
Main duties and responsibilities
Campaign Planning and Delivery
o Accountable for the planning and operational delivery of engagement and fundraising campaigns, including direct mail, email and telemarketing to current supporter and DRTV, digital acquisition supporting integrated charity-wide campaigns, and advocacy activity.
o Oversee direct line management of campaign delivery teams, coaching and developing individuals to build capability, confidence and high performance across the full channel mix, while fostering an inclusive and supportive culture
o Oversee campaign briefing, scheduling, and performance tracking, ensuring campaigns are delivered in line with audience strategy and organisational priorities.
o Adjust campaign strategies as required to respond to performance, changing supporter behaviours, market conditions, and organisational priorities.
o Lead the formation, leadership and allocation of high-performing campaign delivery squads, ensuring teams are effectively structured, supported and empowered to deliver, ensuring each team is equipped with the necessary skills and expertise to successfully execute their campaigns, allocating resources based on audience insight and projected impact.
o Monitor and report on campaign performance, embedding structured feedback loops and squad retrospectives to capture learning and drive continuous improvement, using data to inform improvements and strategic decisions.
o Collaborate with colleagues across Engagement and Fundraising to ensure campaigns are insight-led and supporter-centric.
o Work with the Engagement Delivery Management Team ensuring that all activities are aligned with Digital Engagement and Direct Fundraising teams to ensure seamless execution and optimisation of campaigns to achieve the overarching objectives for the Public Engagement Directorate.
o Champion delivery standards, processes, and best practice within your portfolio, ensuring alignment with the organisation-wide Engagement Delivery standards set by the Head of Engagement Delivery.
Strategic Leadership and Integration
o Working in partnership with peers to ensure that all channels are effectively utilised to deliver both standalone activity and integrated charity-wide campaigns, including collaboration with audience strategy, supporter experience, product, and insight teams, driving innovations across the income streams.
o Act as a subject matter expert within the organisation, providing expert guidance on campaign execution, creative development, and audience engagement.
o Maintain awareness of sector trends and developments in campaign delivery, bringing insight back into the team to inform delivery approaches and continuous improvement.
o Lead strategic relationships with external partners, including creative and media agencies and suppliers, ensuring they deliver high-quality, insight-led work aligned to organisational goals
o Undertake other duties as required by the Head of Engagement Delivery.
Financial Management and Supplier Oversight
o Develop and manage comprehensive budgets for all campaigns, closely monitoring income and expenditure to ensure alignment with agreed ROI targets, and taking timely corrective action where necessary.
o Maintain oversight and senior level relationships with external suppliers, ensuring quality, compliance, and performance.
Team Leadership and Development
o Lead, support and develop a high-performing, inclusive team, providing clear direction, coaching and feedback to build capability, confidence and accountability
o Foster a culture that prioritises wellbeing, continuous learning and high performance, ensuring individuals feel supported to succeed
o Develop T-shaped skills across the team to increase flexibility and cross-channel capability
Responsibilities for all Staff within Engagement and Fundraising Directorate
To actively participate in regular team meetings and department meetings, contributing to discussions and decisions which will be beneficial to the NSPCC's development of fundraising activities.
To behave at all times in a manner consistent with the NSPCC's Values.
To ensure data used in relevant systems is current, accurate and reliable.
To maintain an awareness of own and others Health and Safety and comply with the NSPCC's Health and Safety policy and procedures.
A commitment to safeguard and promote the welfare of children, young people and adults at risk.
Person specification
1.Significant experience in strategic, integrated engagement and fundraising - developing and delivering multi-channel campaigns (direct mail, email and telemarketing, DRTV, door drop, press, digital and charity wide integrated campaigns) across the full marketing funnel, from brand awareness to direct response, in a non-profit or similar environment.
2. Up-to-date knowledge of direct and digital marketing theory and practice, including individual giving trends, regulations, and best practice, with a proven ability to optimise campaign performance and return on investment.
3.Strong track record of financial planning and budget management at scale, including setting and reporting on income and expenditure targets, and providing clear performance updates to the Engagement and Fundraising SLT.
4. Proficient in using data, analytics, CRMs, and business systemsto generate insights, drive decision-making, and support continuous improvement across supporter engagement and fundraising activity.
5.Excellent strategic thinking and decision-making skills, with sound judgement, the ability to operate under pressure, and a creative, solution-focused approach to systems and process development.
6.Strong leadership and people management capabilities, with experience coaching and developing diverse teams, building capability, confidence . click apply for full job details
About NSPCC/ChildLine