Job level: Executive
Directorate: Fundraising and marketing
Contract: Permanent
Reports to: Chief Financial Officer
Function: Leadership
Location: Hybrid: 2-3 days per week onsite
Responsibility for resources
Direct line reports: Up to 6 (indirect circa 40)
Financial resources: Income of £10 fundraising & £10m membership
Responsibility for other resources: Oversees the effective use and stewardship of high-level organisational resources
Our vision and mission
The Zoological Society of London (ZSL) is an international conservation charity, driven by science, working to restore wildlife in the UK and around the world. Our vision is a world where wildlife thrives and every role, every person in every corner of ZSL has one thing in common – we are all conservationists, and passionate about restoring wildlife.
Purpose of the role
ZSL is lucky enough to have a very diverse range of supporters, from zoo visitors and members, patrons and fellows to major donors, trusts, foundations and corporate partners. We also have big ambitions and recognise the associated importance of sustainable growth in audience engagement, supporter generosity and fundraising income through the development and delivery of compelling, integrated engagement and income generation strategies.
The Chief Supporter Officer (CSO) is ZSL’s senior leader for fundraising and marketing, responsible for setting the strategic direction for income generation and audience growth to ensure ZSL thrives as both a leading conservation charity and a major UK visitor attraction. Bringing deep expertise in these disciplines, the CSO will use those strengths to shape and inspire a high-performing, integrated team that can drive income, strengthen market position and deepen supporter engagement.
The CSO will lead a portfolio approach to fundraising, developing innovative products and events, campaigns and income streams that reflect supporter motivations and maximise lifetime value. A key focus is accelerating growth in high‑value giving – including major donors, trusts, foundations and corporate partners – while building organisational capability to secure multi‑year, transformational support.
The role also shapes ZSL’s marketing strategy to position the organisation as a must‑visit conservation attraction, championing a data‑driven visitor acquisition strategy that increases footfall, grows membership and enhances visitor value. The CSO will build and develop a high‑performing team, shaping the strength and talent needed to deliver this strategic agenda. Working closely with the communications team, the CSO ensures brand, audience insight and marketing activity align to deliver an integrated, high‑performing approach across all channels in support of ZSL’s commercial and charitable goals.
Key responsibilities
Strategic leadership
- Set the strategic direction for all fundraising and marketing activity, delivering an integrated, future‑focused strategy that grows voluntary income, strengthens ZSL’s market position and enhances supporter and visitor engagement.
- Lead a portfolio approach to income generation, developing innovative fundraising products/ events, campaigns and income streams that respond to supporter motivations and maximise long‑term value across individual giving, philanthropy, corporate partnerships, Institutional/ Statutory, trusts & foundations and legacies.
- Drive significant growth in high‑value fundraising, cultivating and stewarding major donors, trusts, foundations and corporate partners to secure multi‑year, transformational support for ZSL’s conservation mission.
- Lead the development of a unified, organisation‑wide understanding of supporters across all touchpoints by mapping high‑level end‑to‑end journeys, enabling ZSL to build enduring, tailored relationships that inspire long‑term giving and engagement.
- Champion a data‑led visitor acquisition and supporter growth strategy, ensuring marketing investment drives measurable increases in attendance, member recruitment and retention, and overall income performance.
- Ensure brand, audience insight and marketing activity are aligned, collaborating closely with the communications function to deliver integrated campaigns that elevate ZSL’s profile and support both commercial and charitable goals.
- Build organisational capability in fundraising and marketing, shaping a high‑performing team structure, systems and culture that supports innovation and ambition, stewardship excellence and sustainable long‑term growth.
- Act as a senior executive ambassador for ZSL, representing the organisation with donors, partners, networks and stakeholders to extend influence, build strategic relationships and unlock new income opportunities.
- You will also foster strong relationships with charities, statutory bodies and external partners, enhancing the ZSL’s reach, influence and income-generating potential.
- Work closely with the Board of Trustees (Council) and relevant subcommittees to ensure robust governance of fundraising and donor activity, providing clear reporting, insight and assurance on income generation, supporter stewardship, risk management and compliance with charity fundraising regulations.
- Working with CFO, lead annual and long-term income target setting across the various channels, ensuring accurate performance reporting and implementation of timely interventions if required and ensure effective deployment of large scale expenditure budgets tailored to drive results.
Leadership, governance and culture
- Chair the directorate Senior Management Team, fostering collaboration, clarity of accountability and collective ownership of delivery.
- As a member of the Executive Committee, work collaboratively with executive colleagues and, through Council, trustees to shape organisational strategy, support sound decision‑making and model collegiate leadership.
- Act as a senior steward of ZSL’s resources and reputation, role model the highest standards of integrity, ethical leadership, collaboration, financial discipline and regulatory compliance.
- Lead complex change programmes, balancing operational continuity with innovation, transformation and organisational learning.
- Inspire, lead and develop large, diverse and multi‑disciplinary teams setting clear expectations and upholding high standards through both personal leadership and formal people processes.
- Build organisational capability through strong engagement, talent development and succession planning.
Values and behaviours for people management
- Collaborative: creates an engaging environment where people feel comfortable asking for help or support
- Ethical: creates a culture which ensures everyone is treated fairly with dignity and respect
- Impactful: delivers results on time and to the agreed standards
- Inclusive: makes decisions that promote transparency and inclusion
- Innovative: is forward thinking and able to see the broader picture when planning and organising work
- Inspiring: has self-awareness and seeks feedback to better understand own style, approach and impact on team/staff motivation