Supporter Experience Manager

Harris Hill Charity Recruitment Specialists; Birmingham; Hybrid; GBP 48,000 - 54,000; Full time

Job summary

A leading charity recruitment firm is looking for a Supporter Experience Manager to enhance supporter engagement and loyalty. This hybrid role involves designing multi-channel strategies, collaborating across teams, and using data insights to refine supporter journeys. The ideal candidate will have significant experience in supporter experience and strong analytical skills. Offered salary is £53,549 for London and £48,576 for other locations, with a commitment to equitable recruitment practices.

Qualifications

• Significant experience in a supporter experience role or delivering supporter journey strategy.
• Strong background in multi-channel communications and content delivery.
• Highly developed analytical skills, with the ability to translate insight into action.
• Experience designing and refining end-to-end supporter journeys.
• Proven project management skills and the ability to collaborate effectively across teams.
• Excellent interpersonal and influencing skills with internal and external stakeholders.

Responsibilities

• Design and implement a multi-channel Supporter Experience Strategy.
• Lead the development and adoption of integrated supporter journeys.
• Map and evaluate existing supporter journeys to recommend improvements.
• Use supporter feedback and data to refine journeys and communication.
• Drive innovation in supporter engagement through emerging trends.
• Maximise cross-sell opportunities for meaningful engagement.
• Collaborate with data colleagues to enhance CRM capabilities.
• Own and maintain the supporter journey matrix.
• Develop and deliver training for effective journey design.

Skills

Supporter experience role

Multi-channel communications

Analytical skills

Project management

Interpersonal skills

Job description

Harris Hill are delighted to be working with a fantastic charity to recruit for a Supporter Experience Manager.

This will be a hybrid role (2 days a week in the office): London, Cardiff, Edinburgh or Warrington.

This role sits at the heart of supporter engagement, shaping how supporters connect, engage and stay loyal over time. You’ll lead the development of a unified, multi‑channel supporter experience strategy, using insight, innovation and collaboration to deepen relationships and maximise lifetime value.

As a Supporter Experience Manager you will :

• Design and implement a multi‑channel Supporter Experience Strategy, delivering a unified supporter journey framework across the organisation.
• Lead the development and adoption of integrated supporter journeys that enhance satisfaction, trust, loyalty and income growth.
• Map and evaluate existing supporter journeys, identifying pain points and recommending improvements to deliver better outcomes.
• Use supporter feedback, insight and performance data to continuously refine journeys and communication approaches.
• Drive innovation by exploring emerging trends, tools and technologies to enhance supporter engagement.
• Identify and maximise cross‑sell opportunities, ensuring supporters are engaged in meaningful and personalised ways.
• Collaborate closely with data and insight colleagues to develop CRM capabilities that support personalised, data‑led engagement.
• Own and maintain the supporter journey matrix, ensuring consistency and quality across campaigns and initiatives.
• Develop and deliver training that equips teams to design, implement and improve supporter journeys effectively.

To be successful, you must have experience :

Essential

• Significant experience in a supporter experience role or delivering supporter journey strategy.
• Strong background in multi‑channel communications and content delivery.
• Highly developed analytical skills, with the ability to translate insight into action.
• Experience designing and refining end‑to‑end supporter journeys.
• Proven project management skills and the ability to collaborate effectively across teams.
• Excellent interpersonal and influencing skills with internal and external stakeholders.

Salary

£53,549 for London, £48,576 for all other locations.

Location

London, Cardiff, Edinburgh or Warrington Hybrid working, 2 days in the office.

Contract

Permanent, 35 hrs a week.

Closing date

on rolling basis.

Interview

TBC.

Recruitment process

CV and Supporting Statement to [e-mail].

Contact

As leading charity recruitment specialists and a certified B Corp™, Harris Hill is committed to high and ever‑improving standards of equitable and inclusive recruitment. We actively welcome applications from all sections of the community regardless of age, disability, gender, race, religion, sexuality and other protected characteristics.