Donor Engagement & Retention (CRM) Manager

Confidential; East Midlands; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

Confidential, a well-established non-profit, is seeking a Donor Engagement & Retention (CRM) Manager to build and lead a donor-focused function from the ground up in Nottingham. This role offers autonomy to shape strategy, enhance supporter experiences, and drive long-term fundraising growth.

You will design multi-channel journeys, collaborate with fundraising and marketing teams, and monitor retention metrics to inform ongoing improvements.

Qualifications

• Experience in fundraising and donor engagement with a track record of improving retention.
• Ability to design and implement donor journeys across channels (email, phone, web, social).
• Strong analytical mindset to interpret retention metrics and audience insights.

Responsibilities

• Develop and lead a donor retention strategy across donor types.
• Design and optimise multi-channel donor journeys (onboarding, stewardship, re-engagement).
• Collaborate with fundraising, marketing, and operations for seamless experiences.
• Use data to target engagement by donor segment and improve retention KPIs.
• Monitor retention metrics and provide actionable recommendations to leadership.
• Oversee donor care activities to ensure high service standards.
• Lead donor feedback initiatives to strengthen relationships.
• Ensure compliance with fundraising regulations and liaise with industry bodies.

Skills

Fundraising experience

Donor engagement

Retention strategy design

Multi-channel communication

Data analysis

Stakeholder management

UK fundraising regulations

Job description

Donor Engagement & Retention (CRM) Manager

Up to £50,000

Nottingham (1 day a week)

This is an exciting opportunity to build a donor engagement and retention function from the ground up. You will have the autonomy to shape strategy, influence supporter experiences, and drive long-term donor relationships across multiple channels while making a meaningful impact within a purpose-led organisation.

THE COMPANY

They are a well-established non-profit organisation committed to supporting communities facing poverty, crisis, and humanitarian challenges around the world. With a strong supporter base and ambitious growth plans, they are investing in donor engagement to create deeper, more meaningful relationships with their donors. Collaboration, innovation, and supporter-centric thinking are at the heart of their approach. This newly created role offers the chance to make a lasting impact on fundraising performance and donor experience.

THE ROLE

As a Donor Engagement & Retention (CRM) Manager, you will shape and lead a donor engagement strategy from the ground up, driving supporter retention and long-term fundraising growth.

Specifically, you can expect to be involved in the following:

• Develop and lead a donor retention strategy across one-off donors, regular supporters, major donors, and lapsed donors.
• Design and optimise multi-channel supporter journeys, including onboarding, stewardship, feedback, and re-engagement programmes.
• Work closely with fundraising, marketing, and operational teams to deliver seamless donor experiences.
• Use audience insight and performance data to create targeted engagement strategies for different supporter segments.
• Monitor retention metrics and KPIs, providing regular performance reporting and actionable recommendations.
• Manage and oversee donor care activities, ensuring high standards of supporter service and engagement.
• Lead donor feedback initiatives to strengthen supporter relationships and improve future campaigns.
• Support compliance with fundraising regulations and liaise with relevant industry bodies where required.
• Champion a donor-first approach across all communications and engagement activities.

SKILLS AND EXPERIENCE

The successful Donor Engagement & Retention (CRM) Manager will have the following skills and experience:

• Strong experience within fundraising, donor engagement, donor retention, or supporter development.
• Proven ability to create and implement retention strategies and supporter journeys.
• Experience using channels such as email, SMS, web, social media, telemarketing, messaging platforms, or donor apps.
• Excellent analytical skills with the ability to interpret retention metrics and audience insights.
• Strong stakeholder management and cross-functional collaboration experience.
• Confident communication skills with the ability to influence and engage a range of audiences.
• Knowledge of UK fundraising regulations and donor stewardship best practice.
• A proactive and self-motivated approach, with the ability to shape and develop a new function.

BENEFITS

The successful Donor Engagement & Retention (CRM) Manager will receive the following benefits:

• Salary up to £50,000 - depending on experience