Supporter Experience Manager

National Society for the Prevention of Cruelty to Children; Greater London; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Generous annual leave

Employee discounts portal

Employee Assistance Programme (EAP)

Pension schemes

Life assurance

Job summary

The NSPCC is seeking a Supporter Experience Manager to lead audience-led supporter experience across public audiences, shaping touchpoints and deepening relationships that reflect the charity’s values. You will embed supporter experience thinking within Engagement Delivery squads and use data to track key metrics.

With extensive experience in supporter loyalty, journeys design, and CRM strategies, you will collaborate across teams to place the supporter at the heart of planning and delivery,

Qualifications

• Significant experience in customer/supporter experience practices and loyalty initiatives.
• Experience designing and optimising supporter journeys using insights to improve engagement and loyalty.
• Excellent analytical skills to interpret data, insight and performance information for decisions.
• Understanding of trends, technologies and innovations in supporter experience and CRM.

Responsibilities

• Shape and deliver audience-led supporter experience across public audiences.
• Embed supporter experience thinking within Engagement Delivery squads.
• Use data and insight to track key supporter experience metrics such as satisfaction and loyalty.
• Collaborate across teams to ensure supporter needs are considered in planning, delivery and evaluation.
• Advocate for supporter-centricity and represent the supporter across the organisation.

Skills

Customer experience

Supporter loyalty

Retention

Data analytics

CRM knowledge

Tools

CRM software

Job description

Are you looking for a role within an organisation where the work you do makes a real difference to children's? If the answer it's yes, our Supporter Experience Manager role could be exactly what you're looking for.

Join the Engagement and Fundraising directorate to make the difference

At the NSPCC, we believe every childhood is worth fighting for. With over 100 years of experience, and the collective strength of our staff, volunteers, supporters, and partners, we're working to end child abuse and neglect for good.

Over 90 percent of the NSPCC's income comes from voluntary donations, so we reply on the incredible generosity and commitment of all our supporters, large and small.

You’ll work as part of one of many teams across the UK, which focus on engaging our supporters and ensuring they continue to give their support. You will do this by leading fundraising initiatives or simply sharing our mission with those around you, every conversation and connection can spark change.

We encourage everyone across the organisation to get involved, feel confident in championing our cause, and help us grow the support we need to protect children and give them the futures they deserve

If you're motivated by purpose, thrive in a supportive team, and want to contribute to creating a safer, brighter world for every child, why not join us as Supporter Experience Manager?

What is the purpose of the Supporter Experience Manager?

This role plays a key part in supporting the NSPCC's mission. You'll contribute by:

• Shaping and delivering audience-led supporter experience across public audiences, ensuring every touchpoint reflects the NSPCC's values and deepens supporter relationships
• Embeding supporter experience thinking and strategy within Engagement Delivery squads.
• Using data and insight to track and develop key supporter experience metrics, including satisfaction, loyalty and lifetime value to inform continuous improvement.
• Collaborating across teams to ensure supporter needs are considered in the planning, delivery, and evaluation of public engagement activity.
• Championing a culture of supporter-centricity, acting as a voice of the supporter and advocating for their experience across the organisation.

What skills do I need to be Supporter Experience Manager?

• Significant experience in customer/supporter experience practices, tools and approaches, including experience driving customer/supporter loyalty and retention
• Proven experience designing, implementing and optimising supporter journeys and experiences, using insight to improve engagement and loyalty.
• Excellent analytical skills, with experience interpreting complex data, insight and performance information to inform decision making and drive continuous improvement.
• An understanding of emerging trends, technologies and innovations in supporter experience, customer engagement, CRM and insight practices.

Why join the NSPCC?

Any one of our people will tell you that a huge reward in itself is making a difference to children's lives. But we know it's a competitive world, and it's important to feel valued in your role and receive more practical, tangible benefits. We offer salaries that are at least comparable with the top charities in the UK, as well as these benefits.

• Generous annual leave - 29 days per annum plus bank holidays for full-time employees (pro-rata for part-time). 32 days per annum after five years' continuous service.
• Employee discounts - Our discounts portal gives you online access to over 3,000 discounts and offers.
• The Employee Assistance Programme (EAP) - an independent, free, personal support service. It can provide information, support and advice to support your health and wellbeing.
• Pension - building up a good pension is something we want to help you achieve with our flexible, tax-efficient pension schemes.
• Life assurance scheme - All employees will be given life assurance of one times their salary, unless they join the NSPCC Group Personal Pension Scheme, where members are given life assurance of five times their salary.

Join us and make a difference. You'll grow, be challenged, and help change millions of young lives for the better.