Donor Retention Architect | CRM & Engagement Lead

Harnham - Data & Analytics Recruitment; East Midlands; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid work (Nottingham)

35-hour working week

Occasional London travel

Career progression opportunities

Job summary

Harnham - Data & Analytics Recruitment is seeking a CRM Manager to build and own the donor retention function for an international humanitarian charity. You will design journeys, segment audiences, and develop multi-channel engagement to optimise donor lifetimes.

The role requires building retention from scratch, collaborating with fundraising and marketing teams, and delivering measurable improvements in donor engagement.

Qualifications

• 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.

Responsibilities

• Develop and implement a donor retention strategy across one-off donors, regular givers, major donors, and lapsed supporters.
• Build onboarding, nurture, feedback, and reactivation journeys across multi-channel paths.
• Create meaningful supporter experiences that improve engagement and retention.
• Develop segmented communication strategies using donor data and audience insights.
• Build multi-channel journeys across email, SMS, WhatsApp, web, social, and telemarketing.
• Develop testing plans to understand what drives repeat donations and donor loyalty.
• Monitor retention and engagement KPIs and develop reporting frameworks.
• Identify opportunities to improve campaign effectiveness and donor lifetime value.
• Lead and shape a future retention team across Donor Care, Marketing, Content, and Fundraising teams.

Skills

CRM & retention

Lifecycle marketing

Segmentation & targeting

Analytics & data

Stakeholder management

Autonomy & process building

Tools

Engage CRM

SendGrid

SMS platforms

Job description

Harnham - Data & Analytics Recruitment is seeking a CRM Manager to build and own the donor retention function for an international humanitarian charity. You will design journeys, segment audiences, and develop multi-channel engagement to optimise donor lifetimes.

The role requires building retention from scratch, collaborating with fundraising and marketing teams, and delivering measurable improvements in donor engagement.