Director of Marketing, Communications and …...and Customer Engagement is a key member of the Directorate Team and is responsible for developing and driving the marketing, communications

Director of Marketing, Communications and Customer EngagementMay 2018

2 Director of Marketing, Communications and Customer Engagement | Jewish Care | May 2018

Thank you for your interest in the post of Director of Marketing, Communications and Customer Engagement here at Jewish Care.

We are the largest health and social care charity for the UK’s Jewish community, touching the lives of 10,000 people every week. We are a well-respected organisation not only in the Jewish Community but in the wider charity and social care world.

I am delighted and honoured to have recently been appointed as the successor to our current Chief Executive, Simon Morris.

This is an exciting time of change within the organisation. This appointment is one of three Directors I am looking to recruit over the next few months. Together, with our existing small

Directorate Team, we will be responsible for leading, shaping and developing Jewish Care to ensure we can meet both the current and future social care needs and aspirations of our ageing community.

We are a good social care provider who strives to be excellent. Quality and customer experience is fundamental in everything we do. Jewish Care isn’t an organisation that will rest on its laurels, we are constantly striving to learn from our mistakes and improve.

Our marketing team has, over the last year, evolved and taken on a more strategic approach to integrate service marketing with customer experience. The creation of this post will enable us to take this work to the next level. You will need to be a strategic leader who can harness engagement and performance.

INTRODUCTION FROM THE CHIEF EXECUTIVE DESIGNATE

Dear Candidate

3Director of Marketing, Communications and Customer Engagement | Jewish Care | May 2018

You will inherit an exceptional team with motivated, ambitious individuals who want to make a real difference to people’s lives.

Jewish Care continues to innovate, developing new services whilst investing in an ambitious building programme to meet the needs of the community. We are opening two new facilities in the next 12 months with other plans to follow. You will lead on the development of an integrated marketing strategy for these new developments, whilst continuing to raise our profile and market our existing resources and services to the community.

The team, under your leadership, will play a critical role in the charity’s voluntary income generation. Experience of leading direct marketing and income generation campaigns is essential.

You will need to be a natural leader with a track record of delivery. An ideas person who can both deliver and implement a strategy to support our ambitious plans.

We are an organisation that doesn’t just talk about being values-driven, but one that ensures our values drive everything we do. We recruit our 1,300-strong workforce on shared values because we believe tasks can be learnt but values come from within a person.

Along with our values we have a clear vision and aspirational strategy.

If you feel you have the vision, values, ambition and skills to help us bring this to life then please do get in contact.

Daniel Carmel-BrownChief Executive Designate



Jewish Care is the largest health and social care charity serving the UK Jewish community in London and the South-East. Every single week we touch the lives of at least 10,000 people through our vital services.

We employ approximately 1,300 staff from multi-cultural backgrounds together with some 3,000 volunteers who help to maintain our services.

We are proud to be a multi award winning organisation. Prestigious awards and accolades we have received include: The Skills for Care Best Employer for over 250 people, The Investors in People Gold Standard and the Customer Service Excellence Standard.

OUR PURPOSEWe want to make a positive impact on the lives of Jewish people by creating and providing excellent social care that enhances wellbeing and inspires them to stay connected to their community.

OUR VISION AND MISSIONJewish Care’s vision is of a society where people support and care about one another and are able to participate fully in their community. Our mission is to enable Jewish people to do this, by delivering care and support that recognises and promotes Jewish values.

That’s why we provide care in a way that celebrates the religious, cultural, social and historical bonds that unite the Jewish people. Respect for our clients’ Jewish identity – regardless of the level or nature of their religious observance – is at the heart of all that we do. We offer help, advice and advocacy through a wide range of residential, day care and outreach services. These include care homes, day centres and care at home, as well as social work, support groups and a telephone advice service.

We provide specialist services for older people, people with mental health needs, individuals with physical and sensory disabilities, Holocaust survivors, people who are living with dementia and for those who are caring for others.

ABOUT US

Our five values are at the heart of the way we work. They are distinctively Jewish Care, driving how we act as individuals and as an organisation and shape our culture. Everything we do is underpinned by the following values:

EXCELLENCEWe are ambitious, professional and passionate about offering high quality services delivered with dedication and sensitivity

ENABLINGWorking together, we actively encourage people to “go for it” and live meaningful lives

CREATIVEWe are innovative, adaptable, welcome new ideas and believe in finding solutions that work for each individual

INCLUSIVEEveryone involved with Jewish Care is important and deserves to be treated with dignity and respect

INTEGRITYWe treat people fairly and are accountable for what we do and how we do it

OUR VALUES

6

OUR OBJECTIVES



Jewish Care Direct HelplineThe Jewish Care Direct Helpline is the first point of call for our client’s question or concerns about their own situation, or that of a relative or friend. This confidential helpline provides guidance, support and information.

Community centresOur community centres bring Jewish people in the community together in a vibrant and friendly environment. They offer many enjoyable activities for all ages, including exercise, discussions, computer lessons, social events, support groups, and more.

Community Support and Social Work ServiceThe Community Support and Social Work Service (CSSW) supports individuals, families, carers and communities by enabling people to make a meaningful difference to their lives, with dignity and choice.

Home CareOur Home Care service supports people to live independently in their own homes. This personalised service offers high quality care from carers vetted and trained by Jewish Care.

Independent livingWe currently provide an independent living scheme for adults aged 65+ who want to live independently with on-site support in a Jewish environment. Tenants live in the heart of the Jewish community and benefit from a range of facilities including varied events, activities, kosher cafés, shops, a hairdresser, and more.

We also provide 16 rental apartments, some with sea views at Southend-on-Sea, with the added security of a night warden.

Support groups and social clubsWe host a wide range of support groups run by organisations outside Jewish Care that can help individuals or their loved ones.

Holocaust survivor and refugee servicesWe offer support service for survivors who were in Europe during the war or those who came to the UK as refugees after. This scheme also provides for Jewish refugees from former Yugoslavia.

Dementia careJewish Care supports the individual needs of people living with dementia. By taking the time to really get to know our clients we can understand how best to support them to live well and enjoy life at every stage in the development of dementia.

Care homesEvery one of our homes shares a commitment to deliver exceptional levels of care and support so that our residents continue to live a meaningful life, the way they choose to live it.

Mental healthWe provide a mental health service for the community, encompassing both recovery and empowerment to focus on the future.

Disability servicesWe offer specialist services for people living with all types of disabilities, promoting independence, choice and providing support and enabling development.

OUR SERVICES

Our Bottom Line (year ended 31st March 2017) Our Expenditure

OUR FINANCES


Our objectives moving forward are:

Promoting WellbeingWe seek to continually improve the wellbeing of our clients and staff so they can live life to the full.

Strengthening CommunityWe will strengthen the Jewish community through all of our work by increasing connection and collaboration.

Enhancing ValueWe look for ways to keep improving the effectiveness of our donors’ money and all our resources; doing more for less so we can afford to do more.

STRATEGY / AMBITION


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Purpose

The Director of Marketing, Communications and Customer Engagement is a key member of the Directorate Team and is responsible for developing and driving the marketing, communications and customer engagement strategy and plans across Jewish Care.

The role also provides strategic and operational leadership to the marketing, communications and customer engagement function, ensuring that the appropriate structures, systems, processes, competencies and brand values are in place and developed to meet and exceed the goals of the strategy and plans.

The role coordinates at a strategic level with all functions of the organisation to ensure a joined up approach between marketing, communications and customer engagement.

The role will participate as a member of the Directorate Team in the development of the Jewish Care strategy and in major operating decisions.

Dimensions

In this role the Director is a critical partner to all functions of the charity, making sure that organisation wide business targets are met.

Jewish Care’s marketing team has an annual income target of £540,000 for 2018/19 with an expenditure budget £740,000 and a team of 15 staff.

Principal Accountabilities/Responsibilities

• Work closely with the CEO and members of the Directorate to provide support and guidance for strategic decision making and the day-to-day operations of Jewish Care so that both organisation wide and functional considerations are taken into account.

• Lead the marketing, communications and customer engagement strategy as a primary driver of other organisation strategies.

• Plan, develop and ensure excellent delivery of the organisation’s marketing strategy, and develop plans to achieve strong brand awareness, growth in income, engagement in our cause and recruitment of new donors and potential service users. Ensure the development of a media plan and key communications/materials both externally (including key fundraising events) and internally.

• Take the lead in developing and managing Jewish Care’s brand, messaging, direct fundraising appeals, advertising campaigns, media campaigns, digital communications,

ROLE DESCRIPTIONJob Title Director of Marketing,

Communications and Customer Engagement

Department Marketing, Communications and Customer Engagement

Reports to Chief Executive Officer

Hours of Work 36.25


legacy marketing material, and data capture opportunities and other media to engage the community in Jewish care’s causes.

• Develop the customer engagement strategy so that information and learning is gathered and shared to improve effectiveness. Work in partnership with the Head of Quality and Customer Experience to develop enthusiasm and actions to improve the levels of care and customer experience.

• Lead on delivering communications for all high profile events, both external and internal (e.g. staff awards or volunteer awards), to ensure organisational and target audience needs are met and maintained.

• Develop a number of growing department portfolios including but not limited to digital marketing, publications, partnerships, internal communications and supporter communications to ensure we continue to be a significant market leader and develop and grow.

• Lead, motivate and develop the team through effective recruitment, performance management, training and development planning to ensure organisational and staff support standards are met.

• Ensure the organisation’s brand guidelines are relevant, up to date, shared and communicated and upheld across all internal and external communications created and produced to ensure our brand is strong, cohesive and consistently applied at an organisational wide level.

• Lead the design and digital strategy that supports the needs of the entire organisation.

• Lead the work with colleagues across the organisation and assist in the development of organisational strategies and plans (e.g. data capture and sharing, customer service and digital service development) to enable the organisation to develop and grow.

• Work with relevant expert group members to ensure the necessary stakeholder support for the organisation’s marketing, communications and customer engagement strategy and plan to help us continue to grow, develop and improve.

Key Relationships

• Trustees• Chief Executive• The Directorate • External partners such as film makers, media

outlets and creative teams• Volunteer lay fundraisers and committees• Quality Committee and volunteers• Audit and Risk Committee• Community Services Committee• Marketing Committee

Job Environment

• With the appointment of a new CEO, Jewish Care is about to embark upon the delivery of a new strategy.

• The creation of the newly formed Marketing, Communications and Customer Engagement Team will need careful leadership to harness engagement and performance.

• As part of a new senior management team the Director of Marketing, Communications and Customer Engagement will need to establish their credibility with the community and internal stakeholders quickly.

• Voluntary income generation and the development and marketing of our services will play a critical part in the charity’s sustainability over the short and longer term.

PERSON SPECIFICATIONPERSON SPECIFICATION

Qualifications

• GCSE passes in English & Maths (essential).

• Marketing qualification or equivalent expertise gained through practice and/or relevant qualification.

Experience

• Significant relevant experience in setting and implementing internal and external organisational marketing strategies in a not-for-profit, public sector or commercial environment.

• Experience overseeing and leading on large printed and digital advertising campaigns.

• Significant relevant experience in direct

marketing and appeals, with demonstrable success at delivering to and beyond targets.

• Strong experience in media strategy planning and negotiating of sales rates with experience of overseeing and developing films.

• Can evidence delivery with decisiveness and accountability.

• Strong credible and collaborative leadership experience, particularly in team development, performance management and continuous improvement.

• Demonstrable depth of people leadership, management and development experience.

• Demonstrable appreciation of the health and social care sector and its challenges.


Skills & Knowledge

Driving Results

• Ability to prioritise and manage own workload to meet deadlines.

• An analytical thinker with the ability to be innovative and solution focused.

• Evidence of personal drive and accountability to deliver outcomes to the highest standard, demonstrating commitment and courage to see things through.

• Commercially aware, makes sound judgements and decisions to maximise performance, taking account of organisational capacity and capability and the opportunities and threats presented by the external environment.

• Demonstrable understanding of quality, research and customer experience best practice.

Communication

• Sophisticated communicator with the ability to engage and collaborate with relevant stakeholders internally and externally at all levels.

• Skilled relationship builder who builds and maintains successful relationships with both external stakeholders and internal colleagues.

• Politically aware with ability to negotiate with senior staff and stakeholders, managing conflict with positive resolution techniques.

• Excellent oral and written communication skills.

Managing Performance

• An excellent people manager, who demonstrates effective team development, performance management and continuous improvement. Role models excellent behaviours in line with organisation values and sets stretching goals to drive performance in the team and across the organisation.

• Can lead, manage, motivate and effectively influence others.

• Plans, directs, monitors and organises resources to meet objectives.

• Committed to team working and delivering a high quality, flexible and responsive marketing, communications and customer engagement.

Supporting People

• Able to communicate objectives and expectations clearly and effectively.

• Can support team members in managing and prioritising their own workloads to meet deadlines.

• Is effective at giving positive and developmental feedback to improve individual and team effectiveness.

Jewish Care Priorities

• A demonstrable understanding of and empathy with Jewish Care’s vision, purpose, goals, values and the Jewish community.

• Understands the Jewish Care values, the importance of providing an excellent customer experience, working in a multi-cultural environment and being an ambassador for the organisation.

15Director of Fundraising and Community Engagement | Jewish Care | April 2018


To apply for this position, please upload a comprehensive CV and a supporting statement of no more than two pages of A4. Please ensure that your application fully addresses the appointment criteria in the person specification.

We ask that you complete the equal opportunities information online when you submit your application via the website. The information collected will be treated as confidential, used for statistical purposes only, and will not be treated as part of your application.

We would also be grateful if you could let us know if you will require any special provision as a result of any disability should you be called for interview.

Finally please ensure that you have included mobile, work and home telephone numbers, as well as any dates when you will not be available or might have difficulty with the indicative timetable.

Applications should be made via the Prospectus website at:http://www.prospect-us.co.uk/executive/job/HQ00172429

Recruitment Process

Should you decide to make a formal application, you will receive feedback within seven working days of the closing date. Shortlisted candidates may be required to undertake an additional assessment prior to the final interview.

The successful appointment is subject to a satisfactory criminal records disclosure and written references.

Timetable

Closing date: Monday 28th MayInitial interviews with Prospectus: 1st to 14th June

Site visits to Jewish Care’s offices: w/c 25th JunePanel interviews: w/c 25th June

These dates may be subject to change and applicants will be advised in advance should this happen.

HOW TO APPLY

http://www.prospect-us.co.uk/executive/job/HQ00172429

http://www.prospect-us.co.uk/executive/job/HQ00172429

Queries

If you have any queries on any aspect of the appointment process, need additional information or would like to have an informal discussion, please contact Anna Gardet or Selam Petros on 020 7691 1920 or via email at [email protected] or [email protected]

Timetable

Closing date: Monday 28th MayInitial interviews with Prospectus: 1st to 14th June

Site visits to Jewish Care’s offices: w/c 25th JunePanel interviews: w/c 25th June

These dates may be subject to change and applicants will be advised in advance should this happen.


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Director of Marketing, Communications and …...and Customer Engagement is a key member of the Directorate Team and is responsible for developing and driving the marketing, communications

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