Supporter Experience Manager: Engagement & Loyalty

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

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,