Donor Engagement and Retention Manager

Muslim Hands; Nottingham; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

Muslim Hands in the United Kingdom is seeking a Donor Engagement and Retention Manager to lead the donor retention strategy, onboarding new donors and nurturing existing supporters while developing a re-engagement plan for lapsed donors.

You will interpret audience insights to design multichannel journeys and work with cross‑departmental teams to put donors at the heart of all communications. The role is hybrid/remote with occasional travel to Nottingham or London.

Qualifications

• Minimum 5 years in a fundraising team with UK fundraising regulations.
• Experience developing donor retention strategies and multi-channel journeys.
• Strong analytical skills and ability to interpret audience insights.
• Clear, strategic communicator with a self-starter mindset.

Responsibilities

• Develop a donor retention strategy across multiple channels.
• Own retention budget and monitor KPIs.
• Build onboarding and re-engagement journeys via email, SMS, app, web.
• Collaborate with back-office teams to set up and optimize journeys.
• Provide monthly retention performance reports to leadership.
• Champion donor-centric communications across the organization.

Skills

Donor retention

Analytical skills

Strategic thinking

Communication

Education

Relevant qualification or equivalent

Job description

Position title:Donor Engagement and Retention Manager

Reports to:Head of Fundraising Operations

Location:Hybrid/Remote with occasional travel to Nottingham/London

Hours of Work:Full-time, 35 hours per week

Salary guideline:(Up to) £50,000.00 per annum (commensurate with experience)

Terms of Employment:Permanent (with a 6-Month Probationary Period)

Job Overview

The Donor Engagement and Retention Manager is a new role at Muslim Hands – with the right candidate able to shape and make this role their own.

You will lead on developing the donor retention strategy from scratch – creating multi-channel journeys to onboard new donors and nurture existing. You will also lead on a re‑engagement strategy for donor’s who have not donated to Muslim Hands in over a year. You will be able to interpret audience insights and design journeys to meet each segment’s needs. You will work collaboratively with the wider team and cross‑departmental to deliver your strategy with the donor’s needs first.

Responsibilities

• Develop a retention strategy for our donor base including one off donors, regular givers, major donors and lapsed donors. Work collaboratively with wider teams to execute this strategy.
• Responsible for retention budget.
• Develop multi-channel supporter journeys including onboarding, feedback, re‑engagement etc. in order to retain donors – this could include the following channel mix as well as others: email, SMS, WhatsApp, App, Web pages, social media, telemarketing.
• Work collaboratively with back‑office teams to set up these journeys then continuously monitor and optimise.
• Monitor retention metrics in line with KPIs and provide monthly reports to seniors and the wider organisation.
• Develop and execute feedback strategy with field offices.
• Oversee donor care function with support of donor care manager – be clear on inbound metrics and performance.
• Donor first approach to all communications – champion this across the team and organisation.
• Responsible for handing any queries from official fundraising bodies such as the Fundraising Regulator in partnership with governance and programmes teams.

Personal Profile

• Passion for helping vulnerable people across the globe living in poverty or emergency zones.
• Minimum 5 years+ experience in a fundraising team with knowledge of UK fundraising regulations.
• Strong analytical skills and understanding of retention metrics.
• Strategic thinking skills.
• Clear and confident communicator.
• Self‑starter – this is a new role to build and shape into your own.

Requirements

Candidates must have the right to work in the UK. The successful applicant will be required to undergo a DBS check, where applicable, in accordance with the requirements of the role. Candidates should have a relevantqualification or equivalent professional experience demonstrating the skills and expertise required for this position.

We reserve the right to cease advertising and close the Vacancy without notice should suitable candidates be identified ahead of the published 'Application Closing Date'.