Supporter Experience Design Manager

Mind National Association for Mental Health; Cardiff; Hybrid; GBP 52,000 - 78,000; Full time

Job summary

Mind is seeking a Supporter Experience Design Manager to safeguard the quality and availability of Mind's data, enabling high-quality supporter experiences and stronger fundraising performance. This role sits within the Supporter Experience and Data team and drives data-led strategies across CRM and reporting.

Based in London or Cardiff with a hybrid arrangement, staff attend the office two days per week with flexibility for business needs.

Qualifications

• Thorough understanding of CRM (Dynamics 365) and data principles.
• Experience designing data structures, definitions and workflows to maximise the value of supporter data.
• Experience designing, implementing, testing, and troubleshooting data and income processes.
• Knowledge implementing systems for data quality and minimisation, maintaining integrity and compliance of data assets.
• Proactive mindset for data-driven engagement trends and improving supporter experience.

Responsibilities

• Ensure data ingested into CRM is designed and mapped for performance reporting, analysis, and personalised supporter journeys.
• Develop structured processes for collecting, organising, and storing data for accuracy and reliability.
• Monitor data quality within CRM and ensure data availability for reporting and journeys.
• Identify issues and implement corrective actions to improve data quality over time.

Skills

CRM Dynamics 365

Data principles

Automation

Data structures

Integrated systems

Data importing

Data logic

Stakeholder collaboration

Job description

We're recruiting a Supporter Experience Design Manager to join our team. This role is focused on ensuring the quality and availability of Mind's data, on which Mind's ability to deliver personal and high quality supporter experience depends. This role drives fundraising performance through maximising the value of our data, and is part of the Supporter Experience and Data team.

Hybrid working:

Based in either our London or Cardiff offices with a hybrid working arrangement. Employees are expected to attend the office 2 days per week, with flexibility depending on business needs.

Key duties and responsibilities

The post holder will be critical to the delivery of excellent supporter experience. You will ensure the quality and availability of Mind's data, on which Mind's fundraising performance depends. This role delivers strategies and plans that ensure the effective management, protection, and use of our data assets, maximising data to mobilise even greater support for the people Mind helps.

• Ensuring that data ingested into CRM is designed and mapped, so that it is available for performance reporting, analysis, and personalised supporter journeys.
• Developing structured processes for collecting, organising, and storing data to ensure it is accurate, complete, and reliable.
• Monitoring and evaluating the quality of data within CRM, collaborating with teams to ensure that the data required for performance reporting, analysis and supporter journeys is available, accurate and timely
• Identifying and resolving issues; root cause analysis to identify underlying factors contributing to data quality issues, developing and implementing strategies and initiatives for corrective actions aimed at improving the quality of data over time

We want to hear from you if you have:

• A thorough understanding of CRM (preferably Dynamics 365) and data principles: expertise in automation, data structures, integrated systems, data importing, and logic.
• Demonstrable experience of working with stakeholders to design data structures, definitions and workflows that maximise the value of supporter data, ensuring it supports acquisition, retention, and tailored engagement strategies.
• Substantial experience in designing, implementing, testing, and troubleshooting data and income processes, ensuring that the team supports the charity's business-as-usual functions effectively and efficiently.
• Technical knowledge and experience of implementing systems for data quality and minimisation, maintaining integrity and compliance of data assets.
• A proactive and innovative mindset, staying ahead of emerging technologies and data-driven engagement trends to continuously improve supporter experience

Mind's equity statement

Mind is committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

This role requires a Disclosure and Barring Service (DBS) check.