Supporter Care and Data Manager

Location: Horley, Surrey (This role is based at the National Greyhound Centre, Horley, Surrey, RH6 9SX, with a minimum of three days in the office and the option to work two days from home.)

Hours: Full-time (part-time considered)

Reports to: Head of Income Generation and Engagement

Salary: £38,000-£40,000

Job role:

Each year, thousands of greyhounds across the UK rely on the generosity of supporters of the Greyhound Trust to find safe, loving homes. With an annual income of around £4.5 million, every one of those relationships relies on accurate data and a warm, well-handled supporter experience.

This role is perfect for an experienced supporter care or database manager who will take ownership of our fundraising CRM, making sure that it is accurate, compliant and setup to grow income. You will keep supporter records reliable, process Gift Aid, manage consent and build integrations and reporting to support colleagues.

You will help to ensure every supporter feels valued, developing stewardship processes and supporter journeys while acting as a point of contact for supporter enquiries, supporting the admin team and branch network to deliver a consistently positive experience.

As our senior specialist in data and supporter engagement, you will advise and influence colleagues across the organisation, using insight and segmentation to shape how we communicate with supporters. This is a varied role for someone who is equally comfortable with data and people and motivated by animal welfare.

Key responsibilities:

1. Take ownership of the fundraising CRM, managing existing processes and developing new ones. Maintain supporter records day to day to a high level of accuracy, integrity and compliance with data protection standards.
2. Maintain high data quality through deduplication, cleansing, validation, suppression and regular audits. Develop processes for ongoing data hygiene standards.
3. Process donations, Gift Aid claims and Direct Debits, ensuring that Gift Aid claims are accurately recorded, tracked and reconciled with Finance.
4. Work closely with the Individual Giving and Legacies Manager to develop personalised thanking processes and supporter journeys (including welcome and regular giver journeys) for individual donors, legacy prospects and pledgers.
5. Lead on implementing internal processes for supporter stewardship, ensuring the admin team and branch network are trained and supported on handling interactions and processing data.
6. Act as a point of contact for supporter enquiries by phone, email, post and social media, aiming to ensure supporters receive a positive experience. Record negative feedback and complaints on the complaints log in line with the Code of Fundraising Practice.
7. Regularly review the fundraising CRM, ensuring its continued suitability and it remains cost efficient.
8. Implement and manage integrations or data flows between fundraising CRM and other data sources including animal welfare management system, donation platforms, Shopify online shop, website CMS, email service provider and finance processing software, ensuring data flow remains accurate and reliable over time.
9. Segment and extract data for appeals, mailings and digital campaigns, creating distinct contact categories to tailor messaging and supporter journeys.
10. 10. Audit marketing consent capture across all data capture points, establishing a trusted, compliant and consistent consent process and audit trail. Ensure all records on the fundraising database have a clearly defined consent status.
11. Manage consent and communication preferences, subject access requests and data retention.
12. Ensure fundraising data practices comply with the Fundraising Regulator's Code of Fundraising Practice, including processes for identifying and supporting vulnerable donors and screening against the Fundraising Preference Service.
13. Build automated, self-serve reporting infrastructure and dashboards within the CRM, enabling colleagues across the income generation team to access up-to-date data without manual intervention.
14. Help to shape the audience strategy and supporter journey development through data insights and profiling.
15. Own direct relationships with external suppliers, including CRM account manager, data consultant, etc.
16. Conduct prospect research to identify untapped mid and major donors in the existing supporter database.

Essential skills and experience:

• Experience of administering a fundraising CRM or large supporter database (such as Raiser's Edge, Access CRM or Beacon), including imports, exports, user access and process documentation.
• Proven ability to maintain high data quality through deduplication, cleansing, validation, suppression and regular audits.
• Experience of processing donations, Direct Debits and Gift Aid, and reconciling income with Finance.
• Strong working knowledge of integration with other systems (i.e. finance).
• Confident using data to segment, extract and report on supporter groups, with strong Excel skills and the ability to turn data into insight for non-specialist colleagues.
• Strong working knowledge of UK GDPR, PECR and the Code of Fundraising Practice, with experience of managing consent, communication preferences, subject access requests and data retention.
• Experience of delivering excellent supporter care by phone, email, post and social media, including handling complaints and negative feedback with empathy and discretion.
• Excellent attention to detail and accuracy, with the ability to prioritise and work independently across competing deadlines.
• Excellent relationship and influencing skills, with the ability to gain buy-in from colleagues, volunteers and branches without formal authority.
• Clear written and verbal communication, including the ability to train and support others in following data and stewardship processes.
• Experience of managing external suppliers and holding them to account for quality and value for money.
• Empathy for supporters and a commitment to the mission of the Greyhound Trust.

Desirable experience and qualifications:

• A relevant qualification (e.g. Institute of Fundraising or CIOF certificate, or CRM or data training), or evidence of ongoing professional development.
• Experience of connecting a CRM with other systems, such as donation platforms, e-commerce, email service providers, website CMS or finance software.
• Experience of building automated reports or dashboards for colleagues to use themselves.
• Experience of developing supporter journeys or email automation, including welcome and regular giving journeys.
• Experience of reviewing, selecting or implementing a CRM or other fundraising system.
• Experience of prospect research or donor profiling.
• Experience of sensitive supporter conversations, such as bereavement or legacy enquiries.

You will be required to work or provide support outside of standard working hours for events and operational needs, so flexibility is key. This post and its role requirement will develop with the needs of the charity.