Supporter Development Manager

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

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?
You will have:

• 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

At St Margaret’s Hospice, our values guide everything we do. We are:

• 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 your experience broadly matches the role and you’re motivated to make a difference, we encourage you to apply.

If you need adjustments during recruitment, please contact [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.

We offer a supportive and inclusive working environment alongside a range of benefits including:

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 visasponsorshipat 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.