Supporter Experience & Retention Manager

Salary: Up to £37,000 FTE
Location: Hybrid, Oxford (average of 2 days per week in the office)
Contract: Permanent
Reports to: Senior Supporter Experience Manager & Deputy Head of Fundraising

Help create exceptional experiences that inspire lifelong support

Every donation starts with a connection. Every lasting relationship starts with a great experience.

We're looking for a passionate and experienced Supporter Experience & Retention Manager to lead our supporter stewardship programme and ensure every supporter feels valued, appreciated and connected to the difference they make.

This is an exciting opportunity to join a newly established Supporter Experience & Retention Team, created as part of an ambitious fundraising transformation. You'll play a pivotal role in developing supporter journeys, improving retention, delivering memorable stewardship events and building a supporter-centric culture across fundraising.

Leading a team of two Supporter Experience Executives, you'll help ensure supporters receive outstanding experiences that deepen engagement, strengthen loyalty and maximise lifetime value.

What you'll be doing

• Lead the delivery of our supporter stewardship and retention programme, creating meaningful engagement opportunities throughout the supporter journey.
• Develop and enhance supporter journeys that improve engagement, loyalty and long-term support.
• Manage and develop two Supporter Experience Executives, creating a high-performing and collaborative team culture.
• Oversee a programme of supporter stewardship events, including thanking events, open days, hospice tours and other engagement activities.
• Work closely with fundraising, marketing and data teams to deliver integrated supporter experiences and communications
• Lead on supporter feedback and complaints management, ensuring concerns are handled professionally and insights drive service improvements.
• Use supporter insight, data and performance reporting to inform decision-making and continuous improvement.
• Act as a champion for supporter experience across the organisation, helping to embed a supporter-first culture.

About you

You'll be an excellent relationship builder who understands the importance of delivering exceptional experiences and creating meaningful supporter connections.

We're looking for someone who has:

• Experience in fundraising, supporter engagement, customer experience or relationship management.
• Knowledge of supporter stewardship, donor retention and supporter journey development.
• Experience planning and delivering events, engagement programmes or stewardship activities.
• Strong project management and organisational skills.
• Experience using CRM systems and analysing data to improve engagement and performance.
• Excellent communication and stakeholder management skills.
• Experience leading, coaching or developing team members.
• A proactive, creative and supporter-focused approach

Although not essential, it would be great if you have

• Charity fundraising experience.
• Experience of supporter retention strategies and donor lifecycle management.
• Experience developing automated supporter journeys and communications.
• Experience using fundraising CRM systems such as Beacon.

Why join us?

This is a unique opportunity to help shape a newly created function at the heart of our fundraising strategy. You'll have the chance to develop innovative supporter experiences, lead a talented team and directly influence supporter loyalty, retention and long-term income growth.

If you're passionate about building meaningful relationships and creating experiences that inspire people to stay connected and support a cause they care about, we'd love to hear from you.

How to Apply

Applications will be reviewed and invited to interview as received. We reserve the right to close the advert at any time, therefore we encourage applicants to apply as soon as possible.

Please contact recruitment@helenanddouglas.org.uk if you require any adjustments during the recruitment process.

Help turn supporters into lifelong advocates for our cause.