CRM & Donor Retention Lead — Build Retention from Scratch (Hybrid)

Confidential; Nottingham; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Travel opportunities to London

Job summary

Confidential is seeking a CRM Manager to design and own donor retention across the organisation, building retention from the ground up to improve supporter engagement and long-term value.

The role reports to the Head of Fundraising Operations, focusing on multi-channel journeys and data-driven optimization while collaborating with Donor Care, Marketing, Content and Fundraising teams. Hybrid Nottingham with growth potential.

Qualifications

• CRM, retention, lifecycle, or supporter engagement experience.
• Experience building donor journeys and segments.
• Strong segmentation and campaign optimisation.
• Analytical mindset with data-driven decision ability.
• Excellent stakeholder management and communication.
• Comfortable building new processes independently.

Responsibilities

• Develop and implement a donor retention strategy across one-off, regular, major donors, and lapsed supporters.
• Create onboarding, nurture, feedback, and reactivation journeys.
• Develop multi-channel journeys (Email, SMS, WhatsApp, Web, Social, Telemarketing).
• Monitor retention KPIs and develop reporting frameworks.
• Build and lead a future retention team (initially cross-functional).

Skills

Donor engagement

Retention strategy

Lifecycle marketing

Audience segmentation

Data-driven decision making

Stakeholder management

Autonomy

Tools

Engage CRM

SendGrid

SMS platforms

Job description

Confidential is seeking a CRM Manager to design and own donor retention across the organisation, building retention from the ground up to improve supporter engagement and long-term value.

The role reports to the Head of Fundraising Operations, focusing on multi-channel journeys and data-driven optimization while collaborating with Donor Care, Marketing, Content and Fundraising teams. Hybrid Nottingham with growth potential.