Client Management Senior Manager in Cambridge

The Senior Supporter Engagement Manager will lead the strategic development of personalised, data‑driven supporter experiences that deepen engagement and maximise long‑term value. This role oversees the design and optimisation of multi‑channel supporter journeys, with a key focus on the creation and delivery of email, SMS and What’s App communications, as well as loyalty‑focused communications such as Cure Magazine, supporter newsletters and seasonal loyalty communications such as Christmas Cards. You’ll be a resident expert in marketing personalisation and data automation through martech tools.

Acting as the organisation’s expert in supporter experience design, the postholder ensures that every interaction — from the point that a supporter hits our database to long‑term stewardship — is timely, relevant, and insight‑led. You will use a mix of influence, coaching and collaboration skills to work across the organisation – working closely with Fundraising, Digital, Data, Business Intelligence, Insight, Policy and Campaigning, Volunteering, Info Services and Brand teams to embed a culture of continuous improvement and supporter‑centric thinking.

Most importantly you’ll be passionate about giving supporters a fantastic experience so that they stay longer, do more and feel like a valued part of getting to a cure for dementia.

Responsible for ensuring your teams are expert in our martech, and use testing frameworks (A/B, multivariate), data and performance insights to optimise journeys performance.

• Lead for data, compliance and technical troubleshooting.

Data Selections & Audience Targeting

• Working collaboratively with the BI team to ensure the development and application of data modelling and propensity models to predict supporter behaviour models that support tailored communications and efficient campaign delivery.
• Work closely with Data and Analytics teams to maintain data quality and optimise selection processes, and work with insight and BI to translate performance outputs into actionable recommendations for optimising our supporter journey performance.
• Ensure robust documentation, governance, and continuous improvement of data targeting and selection workflows.
• Work collaboratively with the digital analytics team to ensure a strong connection between web and paid digital activity to avoid siloes across the stages of a supporter's experience with ARUK.

Lead the creation of loyalty‑focused communications that build long‑term relationships and increase lifetime value and deliver on our supporter experience principles – including communications such as Cure Magazine and E-newsletter.

• Work collaboratively with Senior Supporter Relations Manager to develop stewardship frameworks that recognise and thank supporters at key moments – including the coordination of an ARUK approach supporter Christmas and Seasonal greetings.
• Lead for your team adhering to GDPR-aligned audience management and safe data activation.

Manage and develop a multi‑disciplinary team across your key responsibilities, fostering a culture of audience led, testing, continuous improvement and joined up thinking, planning and delivery.

• Build strong relationships with key stakeholders across fundraising, digital, brand, data, insight, info services, policy and campaigning, and research teams to ensure alignment and shared priorities.

Responsible for keeping up to date on latest thinking, tools and technology for delivering effective Supporter Experiences, working closely with our Salesforce Technical Product Owner. And represent the charity in conferences, networking and influencing within the sector.

Extensive experience in supporter or customer journey design, CRM‑driven marketing personalisation and data automation.

• Strong understanding of email marketing and supporter journey platforms and infrastructure, automation tools, and CRM systems.
• Familiarity of audience targeting segmentation and data selections.
• Familiarity with propensity modelling, predictive analytics, or working alongside data science teams.
• Proven ability to lead teams and manage complex, cross‑functional projects.
• Excellent communication and stakeholder‑management skills.
• Demonstrable experience of working with external partners, including creative agencies, platform providers, research agencies, print and production houses.
• Demonstrable budget development and management experience.
• Ability to distil complex data into simplified actionable insights that build the programme.
• Curious, analytical, and comfortable working with data and making driven decision‑making.
• Creative thinker who enjoys solving complex problems, particularly solving problems in collaboration with stakeholders.
• Experience of coaching internal stakeholders, with strong workshop facilitation experience.

As part of our Agile ways of working, you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.

Our Office: Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures, particularly from those in the global majority, those with disabilities, men and those from the LGBTQIA+ community. Should you require any adjustments at either the application or interview stage, please contact us via our website.

About Alzheimer’s Research UK: Alzheimer's Research UK is the UK's leading dementia research charity. Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both.