Supporter Experience & Retention Manager

Supporter Experience & Retention Manager to lead our supporter stewardship programme and ensure every supporter feels valued, appreciated and connected to the difference they make. This is an exciting opportunity to join a newly established Supporter Experience & Retention Team, created as part of an ambitious fundraising transformation. You'll play a pivotal role in developing supporter journeys, improving retention, delivering memorable stewardship events and building a supporter-centric culture across fundraising. Leading a team of two Supporter Experience Executives, you'll help ensure supporters receive outstanding experiences that deepen engagement, strengthen loyalty and maximise lifetime value. What you'll be doing

• Lead the delivery of our supporter stewardship and retention programme, creating meaningful engagement opportunities throughout the supporter journey.
• Develop and enhance supporter journeys that improve engagement, loyalty and long-term support.
• Manage and develop two Supporter Experience Executives, creating a high-performing and collaborative team culture.
• Oversee a programme of supporter stewardship events, including thanking events, open days, hospice tours and other engagement activities.
• Work closely with fundraising, marketing and data teams to deliver integrated supporter experiences and communications
• Lead on supporter feedback and complaints management, ensuring concerns are handled professionally and insights drive service improvements.
• Use supporter insight, data and performance reporting to inform decision-making and continuous improvement.
• Act as a champion for supporter experience across the organisation, helping to embed a supporter-first culture.
  
  You'll be an excellent relationship builder who understands the importance of delivering exceptional experiences and creating meaningful supporter connections.
We're looking for someone who has:
• Experience in fundraising, supporter engagement, customer experience or relationship management.
• Knowledge of supporter stewardship, donor retention and supporter journey development.
• Experience planning and delivering events, engagement programmes or stewardship activities.
• Strong project management and organisational skills.
• Experience using CRM systems and analysing data to improve engagement and performance.
• Excellent communication and stakeholder management skills.
• Experience leading, coaching or developing team members.
• A proactive, creative and supporter-focused approach
Although not essential, it would be great if you have
• Charity fundraising experience.
• Experience of supporter retention strategies and donor lifecycle management.
• Experience developing automated supporter journeys and communications.
• Experience using fundraising CRM systems such as Beacon.
Why join us? This is a unique opportunity to help shape a newly created function at the heart of our fundraising strategy. You'll have the chance to develop innovative supporter experiences, lead a talented team and directly influence supporter loyalty, retention and long-term income growth. If you're passionate about building meaningful relationships and creating experiences that inspire people to stay connected and support a cause they care about, we'd love to hear from you.