Supporter Development 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

Are you a Fundraising professional looking to join an insight-led charity? Are you passionate about delivering a gold standard supporter experience?

We have a fantastic opportunity for a Supporter Experience Manager to join our dynamic Fundraising team.

Location

Can be based in Taunton or Yeovil

Salary

£35,000 - £36,500 per annum

Working pattern

37 hours per week

Contract

13-Month fixed term maternity cover

Hybrid Working

At least 2 days per week in the office and the remaining at home.

Why Join St Margaret’s Hospice

• Be part of a local charity: See the outcome of your work and the difference it makes to the patients and families we support here in Somerset.
• Autonomy: Freedom to take ownership of your own area, optimising how we use data to shape and implement new ways of working.
• Impact: Use data insights to ensure our supporters feel valued, appreciated, and see the impact of their giving.
• Professional Development: Take the lead on key projects, developing supporter journeys, and creating a new Reward and Recognition Strategy.
• Supportive Team Culture: As well as leading Supporter Experience team, you will work alongside our brilliant Copywriter and be fully supported by our Head of Fundraising.

What can you expect to be doing?

Focusing on maximising income generation potential, you will deliver innovative engagement strategies that are supporter centric and based on insight.

Your day-to-day work will include

• Take the lead on donor retention, ensuring we have meaningful stewardship plans and activities in place that are donor centric and show impact.
• Make data-driven decisions to plan supporter journeys which reduce attrition and offer opportunity to cross sell different products.
• Oversee the Customer Relationship Management tool (CRM), which underpins all communications with our supporters.
• Utilise the CRM system to analyse data and using insights gained to inform decision making.
• Oversee and support the Supporter Experience team.
• Provide regular reporting against donor retention objectives, tracking expenditure, and delivering accurate forecasts.

What will I be good at?

• Experience of delivering high quality customer care within a busy, rapidly changing environment
• Creative and imaginative in approach to ideas and opportunities
• Experience of setting and managing income and expenditure budgets
• Experience of using Customer Relationship Management databases and gathering insight from other sources to enhance the customer experience
• Experience of using data to design and implement supporter journeys and donor retention strategies

Our Values

• Compassionate: Kindness and care for everyone, every day
• Collaborative: One team, working together for one goal
• Ambitious: Striving for better, now and into the future.

Inclusive recruitment

We are an equal opportunities employer and welcome applications from all sections of the community.

If you need adjustments during recruitment, please contact [e-mail].

If you want to get to know our team or have a chat before applying, we’d love to hear from you. Just reach out to Hannah Roberts, Head of Fundraising, at [e-mail]

Why join St Margaret’s Hospice?

You won’t just be joining a fantastic team -- you’ll become part of a welcoming, community-minded charity making a real difference every day.

Holiday entitlement

• 33 days including bank holidays, rising to 35 days after 1 year, and increasing with length of service (pro-rata if part-time)
• Ability to buy and sell annual leave

Pension scheme

• NHS pension continuation where applicable*
• 6% employer / 5% employee contribution for non-NHS staff

Additional Benefits

• Life assurance cover (2x salary)
• Health Cash Plans
• Employee Assistance Programme with 24/7 GP access, counselling, wellbeing support, and legal/financial advice
• Blue Light Discount Card
• Enhanced maternity leave*
• Excellent learning and development opportunities
• Free on-site parking in Yeovil and Taunton
• Opportunities to volunteer and support fundraising initiatives
• Eligibility criteria applies

Closing date

4 October

Interview date

Week commencing 19 October

Unfortunately, we are unable to offer visa sponsorship at this time.

Safer Recruitment

St Margaret's Hospice are committed to safeguarding and promoting the welfare of those who use our services.

As part of our safer recruitment processes, all offers of employment are subject to satisfactory pre-employment checks relevant to the role. These may include verification of identity, right to work, references, qualifications, and other regulatory, fraud prevention, and compliance checks.