CRM Manager

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

CRM Manager

Up to £50,000
Hybrid - Nottingham (1 day per week)

I'm hiring a Donor Engagement & Retention Manager for a well-established international humanitarian charity undergoing a major transformation in how fundraising is delivered globally.

This is a newly created role with a rare opportunity: build the donor retention function from the ground up and shape how the organisation engages, retains, and grows its supporter base.

The organisation

An international humanitarian charity working across more than 30 countries, delivering emergency relief alongside long-term programmes focused on education, healthcare, livelihoods, and clean water.

Following a wider organisational transformation, fundraising activity is becoming more centrally coordinated, creating an exciting opportunity to build a more strategic approach to supporter engagement and retention.

The role

Reporting into the Head of Fundraising Operations, you'll take ownership of retention strategy across the organisation's donor base.

This is not a campaign delivery role alone. They're looking for someone who can:

• Build a retention strategy from scratch
• Understand donor behaviour and audience segments
• Create meaningful supporter journeys
• Develop testing and optimisation frameworks
• Improve donor engagement and repeat giving
• Help shape the future retention function

The acquisition side is already established. The next phase is understanding how to retain supporters more effectively and maximise long-term donor value.

What you'll be doing

Donor Retention & Engagement

• Develop and implement a donor retention strategy across:
  • One-off donors
  • Regular givers
  • Major donors
  • Lapsed supporters
• Build onboarding, nurture, feedback, and reactivation journeys.
• Create meaningful supporter experiences that improve engagement and retention.

CRM & Journey Development

• Use donor data and audience insights to develop segmented communication strategies.
• Build multi-channel journeys across:
  • Email
  • SMS
  • WhatsApp
  • Web
  • Social media
  • Telemarketing
• Develop testing plans to understand what drives repeat donations and supporter loyalty.

Analytics & Performance

• Monitor retention and engagement KPIs.
• Develop reporting and performance frameworks.
• Identify opportunities to improve campaign effectiveness and donor lifetime value.

Leadership & Team Development

• Initially work across existing teams and stakeholders.
• Help shape and build a future retention team (planned growth to approximately six people).
• Work closely with Donor Care, Marketing, Content, and Fundraising teams.

What they're looking for Essential

• CRM, retention, lifecycle, or supporter engagement experience.
• Experience building customer or donor journeys.
• Strong understanding of segmentation and campaign optimisation.
• Strong analytical mindset with the ability to use data to guide decisions.
• Experience measuring communication performance and retention outcomes.
• Excellent stakeholder management and communication skills.
• Comfortable operating autonomously and building new processes.

Highly desirable

• Fundraising or charity-sector experience.
• Donor retention experience.
• CRM and supporter engagement programmes.
• Experience building retention functions or strategies from scratch.

Tech

The charity is open on background and tools, but currently uses:

• Engage CRM
• SendGrid
• SMS platforms

Tool experience matters less than understanding retention, engagement, and customer journeys.

Why this role?

• Brand-new role with genuine ownership.
• Opportunity to build a retention function from scratch.
• Existing donor base and clean data foundations already in place.
• Significant freedom to shape strategy and ways of working.
• Meaningful mission with global impact.
• Strong support from leadership and fundraising teams.
• Opportunity to build and develop a future team.

Package

• Up to £50,000 salary
• Hybrid working (1 day per week in Nottingham)
• Potential occasional London travel
• 35-hour working week
• Strong opportunity for progression as the fundraising function expands

Interview process

• Stage 1: 30-minute discussion with the Head of Fundraising
• Stage 2: Task and presentation exercise

This role would suit someone currently working in:

• CRM & Retention
• Customer Lifecycle Marketing
• Supporter Engagement
• Donor Development
• Loyalty & Retention
• Fundraising Marketing

who wants the opportunity to build something from the ground up and have a visible impact on supporter engagement and long-term fundraising performance.