Donor Experience & Retention Manager

St Margaret's Hospice Care; Taunton; Hybrid; GBP 35,000 - 37,000; Full time

Benefits offered by this job

Life assurance cover (2x salary)

Health Cash Plans

Employee Assistance Programme with 24/

Blue Light Discount Card

Enhanced maternity leave

Job summary

St Margaret's Hospice Care is seeking a Supporter Experience Manager to lead engagement strategies that maximise income and emphasise supporter-centric insights. Based in Somerset, you will drive data-informed donor journeys, oversee the CRM, and deliver impactful retention programmes.

You will manage a dedicated Supporter Experience team, collaborate with the Head of Fundraising, and play a key role in developing a rewarding donor experience across Taunton, Yeovil, and surrounding communities.

Qualifications

• Experience of delivering high quality customer care within a busy, changing environment.
• Experience of setting and managing income and expenditure budgets.
• Experience of using CRM databases and gathering insight to enhance the customer experience.
• Experience of using data to design and implement supporter journeys and donor retention strategies.

Responsibilities

• Take the lead on donor retention, ensuring meaningful stewardship plans and activities are donor centric and show impact.
• Make data-driven decisions to plan supporter journeys which reduce attrition and cross-sell products.
• Oversee the CRM system and underpin all communications with supporters.
• Provide regular reporting against donor retention objectives, tracking expenditure and delivering forecasts.
• Oversee and support the Supporter Experience team.

Skills

Donor retention

CRM management

Data analysis

Campaign planning

Budget management

Team leadership

Communication

Tools

CRM system

Job description

St Margaret's Hospice Care is seeking a Supporter Experience Manager to lead engagement strategies that maximise income and emphasise supporter-centric insights. Based in Somerset, you will drive data-informed donor journeys, oversee the CRM, and deliver impactful retention programmes.

You will manage a dedicated Supporter Experience team, collaborate with the Head of Fundraising, and play a key role in developing a rewarding donor experience across Taunton, Yeovil, and surrounding communities.