Donor Experience & Retention Lead

St. Margaret’s Hospice; Taunton, Yeovil; Hybrid; GBP 35,000 - 37,000; Full time

Benefits offered by this job

Holiday entitlement

Pension scheme

Life assurance cover

Health Cash Plans

Employee Assistance Programme

Free on-site parking

Job summary

St Margaret’s Hospice is seeking a Supporter Experience Manager to join our fundraising team in Somerset. The role focuses on maximizing income through insight-led engagement and donor-centric journeys.

Hybrid working with 2 days in the office, based in Taunton or Yeovil, offering a meaningful impact on patients and families. You will lead donor retention initiatives, manage donor journeys, and oversee the CRM to drive insight-led decisions, reporting on outcomes and forecasts.

Qualifications

• Experience in delivering high quality customer care within a busy environment.
• Creative and imaginative in approach to ideas and opportunities.
• Experience in setting and managing income and expenditure budgets.
• Experience using CRM databases and gathering insight to enhance the customer experience.
• Experience using data to design supporter journeys and donor retention strategies.

Responsibilities

• Take the lead on donor retention with meaningful stewardship plans.
• Plan supporter journeys using data to reduce attrition and cross-sell products.
• Oversee the CRM tool and underpin all supporter communications.
• Analyse data in the CRM to inform decision making and strategy.
• Oversee and support the Supporter Experience team.
• Provide regular reporting against donor retention objectives and forecasts.

Job description

St Margaret’s Hospice is seeking a Supporter Experience Manager to join our fundraising team in Somerset. The role focuses on maximizing income through insight-led engagement and donor-centric journeys.

Hybrid working with 2 days in the office, based in Taunton or Yeovil, offering a meaningful impact on patients and families. You will lead donor retention initiatives, manage donor journeys, and oversee the CRM to drive insight-led decisions, reporting on outcomes and forecasts.