Supporter Experience Design Manager

Hard Problems; Greater London; Hybrid; GBP 52,000 - 54,000; Full time

Benefits offered by this job

Flexible working

Wellbeing support

Holiday and leave

Training and development

Financial security provisions

Job summary

Mind is a registered mental health charity in England and Wales. The Supporter Experience Design Manager role sits in the Supporter Experience and Data team within the Income Generation directorate.

Based in London or Cardiff, it is a permanent, full-time post with hybrid working, requiring two days in the office weekly and a DBS check. The role focuses on ensuring data quality and availability to underpin personalised supporter journeys and performance reporting, using CRM systems (Dynamics

Qualifications

• Thorough understanding of CRM data principles and automation.
• Experience designing data structures, definitions and workflows for supporter data.
• Proven ability to implement data quality and integrity measures.
• Experience supporting acquisition, retention and tailored engagement strategies for a charity.
• Knowledge of data protection and compliance requirements.

Responsibilities

• Design and map data ingested into the CRM for reporting and personalised journeys.
• Develop processes for collecting, organizing and storing data to ensure accuracy and reliability.
• Monitor data quality in the CRM and ensure timely availability for reporting and journeys.
• Identify and resolve data quality issues and implement corrective strategies.
• Deliver strategies for effective data asset management to maximise support.

Skills

CRM systems

Dynamics 365

Data structures

Automation

Data importing

Workflows

Data quality

Data protection/compliance

Tools

Dynamics 365

Job description

Mind is a registered mental health charity in England and Wales (charity no. 219830) that fights for the rights of people experiencing mental health problems, working to ensure everyone gets the support and respect they deserve. The organisation campaigns, provides information, and works to improve mental health services across the country.

The role

The Supporter Experience Design Manager sits within the Supporter Experience and Data team, part of the Income Generation directorate. The role is central to Mind's fundraising performance, ensuring the quality and availability of data that underpins personalised supporter journeys and performance reporting.

It is a permanent, full-time position based in either the London (Stratford) or Cardiff office on a hybrid basis, with staff expected to attend the office two days per week.

What you would do

• Design and map data ingested into the CRM so that it is available for performance reporting, analysis, and personalised supporter journeys.
• Develop structured processes for collecting, organising, and storing data to ensure it is accurate, complete, and reliable.
• Monitor and evaluate the quality of data within the CRM, collaborating with teams to ensure data required for reporting, analysis, and supporter journeys is available, accurate, and timely.
• Identify and resolve data quality issues, carrying out root cause analysis to understand underlying factors and implementing corrective strategies to improve data quality over time.
• Deliver strategies and plans for the effective management, protection, and use of data assets to maximise support for the people Mind helps.

What they are looking for

• A thorough understanding of CRM systems (preferably Dynamics 365) and data principles, including automation, data structures, integrated systems, data importing, and logic.
• Demonstrable experience working with stakeholders to design data structures, definitions, and workflows that maximise the value of supporter data and support acquisition, retention, and tailored engagement strategies.
• Substantial experience designing, implementing, testing, and troubleshooting data and income processes to support charity business-as-usual functions effectively.
• Technical knowledge and experience implementing systems for data quality and minimisation, maintaining data integrity and compliance.
• A proactive mindset, keeping up with emerging technologies and data-driven engagement trends to continuously improve supporter experience.

Working arrangements

The role is based in either the London (Stratford) or Cardiff office with a hybrid working arrangement. Employees are expected to attend the office two days per week, with flexibility depending on business needs. A Disclosure and Barring Service (DBS) check is required.

Pay and benefits

The London salary is £54,033 per year; the regional (Cardiff) salary is £52,260 per year.

Benefits include flexible working, wellbeing support, holiday and leave, family-friendly policies, training and development, and financial security provisions.