At a Glance
- Tasks: Lead and innovate our supporter experience programme using data and technology.
- Company: Join a prestigious charity dedicated to community and inclusion.
- Benefits: Fixed-term contract with opportunities for personal and professional growth.
- Other info: Be part of a diverse team committed to equality and community spirit.
- Why this job: Make a real impact in a role that combines creativity, data, and compassion.
- Qualifications: Experience in CRM strategy, marketing automation, and stakeholder management required.
The predicted salary is between 44817 - 54777 £ per year.
We're looking for a hands‑on, digitally minded leader to build and scale a best‑in‑class supporter experience programme.
This is a fixed term contract for 18 months.
This is a growth‑focused role for someone who enjoys creating systems, solving problems and using data to drive results.
You'll own the fundraising CRM (Access Thank Q), leading the development of supporter journeys, marketing automation, data insight and digital processes that help us attract, retain and engage supporters more effectively.
Working across Fundraising and Mar Comms, you'll help create a culture where data, technology and supporter insight underpin everything we do.
Key Responsibilities
- Build and Scale Our CRM & Supporter Experience
- Own and develop the fundraising CRM strategy and roadmap.
- Design and implement automated supporter journeys and segmented communications.
- Use data and insight to improve supporter acquisition, engagement and retention.
- Identify opportunities to streamline processes and improve the supporter experience.
- Drive Digital Growth
- Deliver targeted CRM and email marketing activity.
- Develop reports and dashboards that provide actionable insight.
- Ensure fundraising data is accurate, accessible and used effectively across the team.
- Optimise digital giving platforms and supporter touchpoints.
- Enable the Department
- Train and support colleagues to make better use of CRM, automation and data.
- Champion self‑service, digital adoption and continuous improvement.
- Lead relationships with key suppliers including Access, Dotdigital and Woods Valldata.
- Governance and Operations
- Act as the fundraising team's lead for GDPR and data protection.
- Ensure compliant management of supporter data and fundraising operations.
- Oversee efficient processes for donations, Gift Aid and supporter fulfilment.
Person Specification
- Strong experience of CRM strategy, marketing automation and supporter/customer journeys.
- Excellent understanding of data, segmentation and performance reporting.
- Experience managing CRM systems and digital platforms.
- Strong stakeholder management and influencing skills.
- Commercially minded, proactive and comfortable working in a fast‑paced environment.
- Understanding of GDPR and data governance.
- Experience of Access Thank Q.
- Experience in fundraising, membership or supporter‑led organisations.
- Experience optimising online donation and payment platforms.
- More efficient fundraising operations and supporter processes.
This role is ideal for someone who wants to take ownership, build capability, and use technology, data and creativity to help grow one of the UK's most iconic charities.
Candidates may use AI‑assisted tools when preparing their application.
However, applications should accurately represent the candidate's own experience, qualifications, and abilities
. We encourage applicants to ensure their responses are authentic and written in their own words.
The ethos of the Royal Hospital is one that puts a premium on selflessness and companionship.
Our values of nurturing belonging, respect individuals, encourage pride and enjoy life underpin that ethos.
We are united in a shared purpose, living and working together and ensuring everyone has a place in our diverse social and military community.
The Royal Hospital Chelsea is dedicated to equality, diversity, and inclusion, where all backgrounds and abilities can reach their full potential.
We pride ourselves on attracting a wide range of talent, removing potential barriers, and promoting equal opportunities.
We know, the more varied and inclusive our teams are, the better our organisation will be for our community.
We are a Disability Confident employer dedicated to hiring diverse talent and ensuring you are treated with respect throughout the recruitment process and upon joining our community.
The RHC Way shapes how we care and work together: with a compassionate approach, strong community spirit and courageous engagement.
We listen with kindness, look out for one another, act when it matters and continually seek better ways to serve Chelsea Pensioners, colleagues and the Hospital.
Our selection process
Should your application be successful you will be invited to a formal interview, where you will be asked questions relating to your experiences and key requirements of the role.
If you are successful after the interviews we will
- Ask for references from those you have listed on your application form
- Check your right to live and work in the UK
- Check any declarations you have made on your application form
- Ask you to complete a medical form
- Carry out an Enhanced DBS application.
This is more than a clinical leadership role.
It is a chance to be part of a remarkable community, uphold a proud heritage and help shape care that is personal, dignified and deeply valued.
If you are ready to lead with compassion, stay hands‑on and make a meaningful difference every day, we would love to hear from you.
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Head of Supporter Experience in London employer: Royal Hospital Chelsea Group
At the Royal Hospital Chelsea, we pride ourselves on being an exceptional employer that fosters a culture of compassion, community spirit, and continuous improvement. As the Head of Supporter Experience, you will have the opportunity to lead innovative projects that enhance supporter engagement while working in a diverse and inclusive environment that values every individual's contribution. With a commitment to employee growth and a focus on using technology and data to drive meaningful change, this role offers a unique chance to make a lasting impact within one of the UK's most iconic charities.
Contact Details:
Royal Hospital Chelsea Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Supporter Experience in London
✨Get Involved in Local Volunteering
Dive into some local volunteering opportunities! Nonprofits often look for temp workers who have a connection to the community they serve. By getting involved, you not only gain experience but also make valuable contacts in the sector.
✨Tap into Nonprofit Networks
Use platforms like Idealist or local nonprofit job boards to find temporary gigs. These spaces are buzzing with opportunities specifically tailored for social impact projects, making it easier for us to spot the ideal role at companies like Royal Hospital Chelsea Group!
✨Attend Sector-Specific Events
Join meetings, workshops, or talks hosted by organisations in the nonprofit realm. These events are perfect for making connections and learning about temporary roles that might not be widely advertised. Plus, you can showcase your passion for social impact right there!
✨Don’t Forget Online Applications!
When you spot a temporary role at Royal Hospital Chelsea Group that piques your interest, go ahead and apply through their website! Tailor your message to highlight how your skills align with their mission – it shows you care about the cause, which is key in this field.
We think you need these skills to ace Head of Supporter Experience in London
Some tips for your application 🫡
Show Your Passion for Social Impact:In the world of nonprofits, it's all about the passion and commitment to making a difference. Make sure your cover letter speaks genuinely about why you're excited about this role at Royal Hospital Chelsea Group. Share any experiences you've had with social impact projects or volunteering — it shows you live and breathe the cause!
Highlight Relevant Experience and Skills:For a temporary position in the nonprofit sector, focus on showcasing any specific skills or experience related to project management, community engagement, or fundraising. List any relevant work or volunteer roles on your CV, and consider including quantifiable achievements that demonstrate your impact in previous positions.
References from the Sector:Including references from previous roles in the nonprofit world can really bolster your application. If you've worked on similar social-impact projects before, ask those colleagues or supervisors if they'd be willing to vouch for your skills. This adds credibility and shows you're trusted in the sector, which can be a big plus for Royal Hospital Chelsea Group.
Be Ready for a Quick Turnaround:Since this role is temporary, let your interest shine through in your application! Mention in your cover letter your availability to start immediately or at short notice. It shows you're keen and ready to dive right into the exciting work at Royal Hospital Chelsea Group!
How to prepare for a job interview at Royal Hospital Chelsea Group
✨Show Your Passion for the Cause
When interviewing for a role in the non-profit sector, especially for a temporary position, it's crucial to convey your genuine passion for social impact. Discuss why the mission of Royal Hospital Chelsea Group resonates with you and share personal experiences that reflect your commitment to similar causes.
✨Demonstrate Your Flexibility and Adaptability
Non-profit projects often require quick pivots and resourcefulness. Be ready to share examples from your past where you've adapted to changing circumstances or tackled unexpected challenges. This will show your potential as a valuable, nimble team member for the Head of Supporter Experience position.
✨Know Your Community Tools
Familiarise yourself with any tools or platforms that are widely used in the non-profit sector like project management software or stakeholder engagement tools. Show your readiness to hit the ground running in your temporary role by discussing any experience you have with these or similar platforms.
✨Be Prepared for Scenario-Based Questions
Expect to field scenario-based questions during your interview to assess your problem-solving skills in real-world situations. Think about how you would handle challenges typical of the non-profit sector, such as engaging with diverse stakeholders or managing project timelines effectively.
