Supporter Experience & Retention Lead

Helen and Douglas House; Oxford; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Disability Confident employer

Job summary

Helen and Douglas House is seeking a Supporter Experience & Retention Manager to lead our supporter stewardship programme and nurture lifelong connections with donors. You will oversee a small team and shape journeys that deepen engagement, loyalty and lifetime value, while delivering memorable events and ensuring a supporter-first culture.

The role is hybrid with Oxford-based office days, reporting to the Senior Supporter Experience Manager.

Qualifications

• Experience in fundraising or donor engagement.
• Knowledge of donor journeys and retention strategies.
• Experience planning events or stewardship activities.
• Strong project management and organisational skills.
• Experience using CRM systems to analyse engagement data.
• Excellent communication and stakeholder management.

Responsibilities

• Lead the supporter stewardship and retention programme to create meaningful engagement opportunities.
• Develop supporter journeys to improve engagement and long-term support.
• Manage two Supporter Experience Executives and build a high-performing team culture.
• Oversee stewardship events such as thank-you events, open days and hospice tours.
• Collaborate with fundraising, marketing and data teams on integrated supporter experiences.
• Lead on supporter feedback, complaints handling and service improvements.
• Use data and reporting to inform decisions and drive continuous improvement.
• Champion a supporter-first culture across the organisation.

Skills

Relationship building

Fundraising

Donor engagement

CRM systems

Data analysis

Project management

People management

Events planning

Stakeholder management

Tools

Beacon CRM

Job description

Helen and Douglas House is seeking a Supporter Experience & Retention Manager to lead our supporter stewardship programme and nurture lifelong connections with donors. You will oversee a small team and shape journeys that deepen engagement, loyalty and lifetime value, while delivering memorable events and ensuring a supporter-first culture.

The role is hybrid with Oxford-based office days, reporting to the Senior Supporter Experience Manager.