Donor Engagement and Retention Manager

Position title:

Donor Engagement and Retention Manager

Reports to:

Head of Fundraising Operations

Location:

Muslim Hands Head Office, 148 - 164 Gregory Boulevard, Nottingham, NG7 5JE (Hybrid/Remote with occasional travel to Nottingham/London)

Hours of Work:

Full-time, 35 hours per week

Salary guideline:

(Up to) £50,000.00 per annum (commensurate with experience)

Terms of Employment:

Permanent (with a 6-Month Probationary Period)

Application Process & Closing Date:

Send an up to date CV and supporting Covering Letter by Email no later than 12th November 2026

Approx. Interview & Role Commencement Date(s):

Interviews: As Suitable Applications Received

Start: ASAP thereafter

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Job Overview:

The Donor Engagement and Retention Manager is a new role at Muslim Hands - with the right candidate able to shape and make this role their own.

You will lead on developing the donor retention strategy from scratch - creating multi-channel journeys to onboard new donors and nurture existing. You will also lead on a re-engagement strategy for donor's who have not donated to Muslim Hands in over a year. You will be able to interpret audience insights and design journeys to meet each segment's needs. You will work collaboratively with the wider team and cross-departmental to deliver your strategy with the donor's needs first.

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Responsibilities:

• Develop a retention strategy for our donor base including one off donors, regular givers, major donors and lapsed donors. Work collaboratively with wider teams to execute this strategy.

• Responsible for retention budget.

• Develop multi-channel supporter journeys including onboarding, feedback, re-engagement etc. in order to retain donors - this could include the following channel mix as well as others: email, SMS, WhatsApp, App, Web pages, social media, telemarketing.

• Work collaboratively with back-office teams to set up these journeys then continuously monitor and optimise.

• Monitor retention metrics in line with KPIs and provide monthly reports to seniors and the wider organisation.

• Develop and execute feedback strategy with field offices.

• Oversee donor care function with support of donor care manager - be clear on inbound metrics and performance.

• Donor first approach to all communications - champion this across the team and organisation.

• Responsible for handing any queries from official fundraising bodies such as the Fundraising Regulator in partnership with governance and programmes teams.

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Personal Profile:

• Passion for helping vulnerable people across the globe living in poverty or emergency zones.

• Minimum 5 years+ experience in a fundraising team with knowledge of UK fundraising regulations.

• Strong analytical skills and understanding of retention metrics.

• Strategic thinking skills.

• Clear and confident communicator.

• Self-starter - this is a new role to build and shape into your own.

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Requirements:

Candidates must have the right to work in the UK. The successful applicant will be required to undergo a DBS check, where applicable, in accordance with the requirements of the role. Candidates should have a relevant qualification or equivalent professional experience demonstrating the skills and expertise required for this position.

We reserve the right to cease advertising and close the Vacancy without notice should suitable candidates be identified ahead of the published 'Application Closing Date'.