Supporter Experience Manager

Categories: Leadership.

Salary: Circa £35,000

Hours: 37.5 hours per week (Monday – Friday)

Location: Esher, Surrey

Princess Alice Hospice cares for terminally ill adults across a large part of Surrey, south west London and Middlesex, in their own homes and at the hospice in Esher. Last year we cared for nearly 3,000 in the community and our 32 Princess Alice Nurses made more than 10,000 home visits. More than 1 million people live within our care area and over £9 million is needed each year to provide these vital and much needed services. With limited NHS funding more than 75% of funding must be raised through voluntary donations and fundraising.                                                                      

After an exciting period of growth and significant investment into our supporter care and data operations we are ready to take the next step on implementing a clearly defined supporter journey to ensure they receive the best possible experience from the Hospice.

We are looking for an experienced Manager to make sure that we are working effectively and providing the best possible customer service to our supporters. You will be responsible for a team with two strands of work; supporter care and data. The Supporter Care function focuses on supporter enquiries, donation processing including banking, fulfilment and maintaining exceptional levels of customer service and satisfaction. The data function focuses on ensuring the data integrity and cleanliness of supporter information and support teams across the Hospice with data selections and training.

You will be responsible for developing the two functions to ensure Princess Alice Hospice strives to continuously improve and enhance supporters’ experience, with the overall aim of increasing net income from our supporters. 

You will be a committed individual who can implement strategic plans and create operational business plans. You will manage and motivate your teams and have an advanced use and understanding of CRM databases to manage supporters and maximise their value. You will also have experience of supporter relationship work with the desire to continuously learn and develop in this area. The ability to build and maintain effective working relationships with users across the organisation is essential, so outstanding communication and negotiation skills are also necessary. Excellent time management and analytical skills are crucial for this role as is the ability for you to work on your own initiative.

For an informal discussion please contact Nigel Seymour, Director of Fundraising and Communications on 01372 461866.

For further information, and an application pack please contact the HR Department, stating which vacancy you are applying for on 01372 461852 (24 hr answerphone) or e-mail

Online applications can also be made via the Princess Alice Hospice website.

Closing date: 22 July 2015

Interview date: 13 August 2015

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