Supporter Journey Architect

Ad Warrior Ltd; England; Hybrid; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Sick Pay

Health Cover

26 days holiday

5% Employer Pension

Free On-site Parking

Life Insurance

Enhanced Maternity Cover

Job summary

Ad Warrior Ltd is seeking a Supporter Experience Officer to join our Individual Giving and Fundraising teams. The role focuses on delivering excellent supporter journeys, coordinating inquiries, and managing data to enhance donor engagement.

You will work across Communications, Data, and Donor Engagement, with occasional evenings and weekends. Requires at least two years' experience, strong MS Office and CRM skills, and the willingness to travel UK-wide as needed.

Qualifications

• Minimum of two years' experience in a similar role.
• Experience supporting fundraising, marketing, supporter engagement or customer experience activities that have driven engagement.
• Ability to interpret performance data and use insights to improve supporter engagement.
• Experience producing reports and analysing trends.
• Well-organised, good attention to detail and proactive.
• Excellent time management skills with the ability to prioritise multiple tasks to meet deadlines.
• Excellent communication skills; both verbally and written.
• A high level of competency in MS Office packages (Word, Excel, PowerPoint, Outlook).
• An up-to-date knowledge of charity legislation and GDPR relating to charity work is desirable.
• Prior experience of using CRM systems is desirable.
• An understanding of Charity Law and regulation is desirable.

Responsibilities

• Plan, develop and implement supporter experience journeys for different audiences across the charity.
• Analyse donor journeys across key digital touchpoints, including email, website journeys, mailing list sign-ups and donation journeys, ensuring alignment with relevant teams to deliver a seamless experience.
• Co-ordinate incoming fundraising enquiries and allocate them to appropriate team members.
• Collaborate across the charity to ensure supporters receive an excellent experience at every touchpoint.
• Develop and document donor engagement processes with the Individual Giving Manager.
• Provide direct responses to donor enquiries, maintaining high communication standards.
• Ensure timely and personalised acknowledgements (thank you letters and certificates) are sent to donors.
• Support fulfilment and progress updates related to regular giving programmes (e.g., Sponsor a Puppy, Name a Puppy).
• Support the creation and delivery of strategic communications such as newsletters and impact reports.
• Develop segmentation of data to provide bespoke supporter experiences and report KPI data from online platforms and the CRM.
• Record all supporter interactions on the CRM in line with GDPR and perform regular data cleansing.

Skills

MS Office

Communication skills

Time management

Data analysis

Team player

Tools

CRM software

Job description

Ad Warrior Ltd is seeking a Supporter Experience Officer to join our Individual Giving and Fundraising teams. The role focuses on delivering excellent supporter journeys, coordinating inquiries, and managing data to enhance donor engagement.

You will work across Communications, Data, and Donor Engagement, with occasional evenings and weekends. Requires at least two years' experience, strong MS Office and CRM skills, and the willingness to travel UK-wide as needed.