Constituent Experience Manager

**Who we are**
At Heart & Stroke our mission is to promote health, save lives and enhance recovery. We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow and be heartfelt as we work together to beat heart disease and stroke.
To learn more about our mission, values, commitment to EDI, and the difference Heart & Stroke makes in the lives of people in Canada at every age, please visit our website.

**The opportunity**

This role will contribute to the new Constituent Experience team in developing, implementing and executing strategies to enhance Heart & Stroke’s relationships with key constituent groups. This role will lead the analysis of constituent data and interpretation, uncovering trends and driving recommendations to help the organization make data-informed decision in strategic priorities to drive growth (e.g., donor acquisition). The Manager, Constituent experience will also be responsible for shaping the new constituent experience journey path and driving continuous improvement of current multiple constituent journeys

The Constituent Experience Manager will work closely with cross-functional teams and collaborate with the Director to drive high-impact initiatives that align with both mission and fundraising goals.

**How you will make an impact every day**
**Constituent Data Analysis & Insight Generation**
- Collaborate with and be primary point of contact for HSF Analytics team and/or external data vendors, ensuring clear communications of requirements and drive to outcomes
- Leverage data-driven insights to provide recommendations to the Senior Leadership Team, enabling informed decision-making that aligns with organizational priorities and drives impact.
- Develop actionable constituent insights and deliver recommendations to relevant internal teams driving the adoption of best practices for constituent engagement across various channels
- Build deep expertise in constituent-level data requirements to guide teams in designing more personalized, data-informed experiences that drive meaningful engagement
- Support the Director, Constituent Experience, as needed, in special projects; defining analytics requirements, executing analysis, and extracting key insights that inform strategy and decision-making.

**Constituent Strategy Support and Execution**
- Leverage data analysis and insights to collaborate with the Director in shaping and redefining Heart & Stroke’s overarching constituent strategy, with a focus on balancing mission impact and fundraising goals
- Lead in-depth analysis of performance metrics such as NPS, Lifetime Value, and retention rates to track progress against organizational goals and inform strategy development.
- Lead relationship with internal, cross-functional working teams, influencing and gaining alignment on improvement opportunities, and timelines to execute. Implement and execute redesigned constituent strategies/journeys (at minimum owning 1-2 key journeys end-to-end per fiscal year).
- Leverage agile and test-and-learn approaches to continuously refine and improve initiatives.

**Lead Generation and Leads Onboarding Optimization**
- Planning and execution of lead generation campaigns, supported by the Specialist, Constituent Experience.
- Drive fundraising results by contributing to the design and continuous enhancement of early journeys to improve donor conversion.

**Advocacy & Engagement Programs**
- Responsible for developing, with the support of internal HSF teams, and driving new engagement programs that build a sense of belonging, advocate for constituent needs and drive renewal/retention including: constituent advisory boards, focus groups, and communities.
- Transform the overall constituent journey by developing new integration of digital tools (e.g., AI chatbots, omnichannel experiences) to enhance the overall constituent experience and capture data points that enable engagement/personalization.

**Constituent Data**
- Work with the Director and Analytics teams to establish KPIs for initiatives and track performance through both quantitative and qualitative data (identifying data gaps and opportunities)
- Use insights from performance data to recommend adjustments and improvements to the constituent experience

**Who we need**
**Education**
- Bachelor's degree in Marketing, Communications, Data Science, or a related field.

**Experience**
- 5+ years of experience in constituent experience, marketing analytics, or related fields.
- Proficient in data analysis, journey mapping, and using digital tools to enhance engagement.
- Experience in the non-profit sector or with mission-driven organizations is an asset.

**Skills**
- Strong analytical skills and experience with data-driven decision-making.
- Ability to synthesize complex data into actionable insights.
- Experience in constituent engagement, journey mapping, or similar fields.
- Cross-functional collaboration skills