Head of Supporter Experience

Salary Circa £70,000 per annum

Contract type Permanent

Location Great Abington, Cambridge CB21 6AD (Agile; approximately 2 days a week from our office)

Published

17 hours ago

Closing

in 10 days

This is a Permanent, , Full Time vacancy that will close in 10 days at 23:59 BST.

The Vacancy

This role is an exciting opportunity to lead the development and delivery of Alzheimer's Research UK’s Supporter Experience strategy. This is a transformation programme and requires a leader who can not only lead a team but support an organisation to work collaboratively to enhance supporters trust, satisfaction and connection with their relationship with Alzheimer’s Research UK, recognising the importance of their role in helping to get to a cure.

The Head of Supporter Experience will lead two critical teams who all contribute to delivering our Supporter Experience; the Supporter Operations function which include both Supporter Relations (front end) and Fundraising Operations (back end) and the Supporter Engagement and Journeys team. But you’ll also work collaboratively to improve our Supporter Experience across the organisation – including those who give money, time, voice influence and deliver our mission (partners and researchers).

You will champion, design and oversee the implementation a personal, relevant and tailored experience – either through direct responsibilities or through influence, coaching and inspiring colleagues across the organisation to ensure that we are delivering our brand and supporter experience principles consistently across all supporter touch points and communications.

You’ll bring expertise in designing and delivering marketing personalisation and data automation through frameworks and tools meaning you’ll be data literate and experienced in implementing and embedding a martech approach. But 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.

You will be part of an Individual Giving and Legacy leadership team who will work collaboratively to deliver a joined-up mass income growth strategy, ensuring that we deliver a diverse product portfolio, exceptional supporter experience, and high performing teams.

MAIN DUTIES & RESPONSIBILITIES:

Supporter Experience Leadership:

• Lead and own the Supporter Experience Transformation Programme, providing strategic leadership which enables the successful implementation and ongoing integration of our Supporter Experience strategy across the organisation to achieve its long-term goals.
• Develop a high performing Supporter Experience team, creating synergy and consistency of our supporter relations, operations and supporter engagement (journeys and loyalty comms).
• Coach and inspire colleges across the organisation, working collaboratively to embed supporter principles and journey frameworks to support the delivery of our organisation objectives within time, money and voice, leading for our holistic and joined up experience, moving us away from product / audience silos.
• Work with Fundraising Heads on how Supporter Experience can grow their income, and provide support with income modelling and budgets for long term income forecasts and annual ops planning cycles.
• Representing Supporter Experience on key programme boards and working groups to maximise our internal engagement and understanding of our Supporter Experience priorities and activity, but to also optimise our Supporter Experience by understanding the prioritise across the organisation.

Technical leadership:

• You will be responsible for ensuring Fundraising Operations are integrated, automated, compliant and efficient, not just within your own teams, but also across all of fundraising, marketing, communications and engagement.
• Always champion the supporter, working closely with our Head of Marketing Planning and Head of Insight and BI Teams to record, track and utilise supporter insights and Supporter Experience performance data to optimise our Supporter Experience Strategy.
• Responsible for ensuring we are utilising our martech tools and capabilities, and working closely with Digital, Data and Technology to ensure we deliver the most efficient and effective supporter journeys that feel personal, relevant and timely for our supporters.
• Responsible for keeping up to date on latest thinking, tools and technology for delivering effective Supporter Experiences.

Team management:

• Lead the Supporter Experience team, ensuring clarity of team purpose and vision, and driving high performance at all levels, and ensure the team is structured effectively for high performance and delivery of our growth plans.
• Directly manage your direct reports, developing an effective and joined up Supporter Experience Management team, ensuring all team members have clear, SMART objectives and development plans in place and routine performance reviews are undertaken.

WHAT WE ARE LOOKING FOR:

• Significant experience of martech tools and the design and implementation of supporter/customer journeys within these tools.
• Experience of successfully managing teams through change and transformation.
• Experience of driving a high-performance culture through clear accountabilities, objective setting, performance management, coaching, feedback, and development.
• Demonstrates high levels of knowledge and practical implementation of fundraising/marketing compliance.
• Exceptional leadership and influencing skills, with the ability to build strong relationships with senior stakeholders and motivate cross-functional teams.
• Strategic communications planning.
• Experience of audience insight and segmentation principles and use of data and CRM systems to develop supporter journeys and measure and evaluate success.
• Strong people skills –including people management, influencing at a senior level, and coaching across the organisation.
• Skilled at working collaboratively and able to lead for collaborative working.
• Confident with transformation and change management.
• Self-management and setting own goals and milestones against understanding of supporter experience strategy.
• Exceptional diplomacy, tact, and stakeholder management, influencing and coaching skills.
• Comfortable giving direction and making decisions where there is some degree of ambiguity.
• Able to help others develop a common focus and clarity in what they are trying to achieve.
• Ambitious, innovative, creative, target-driven and self-motivated.

The closing date for applications is the 26th April 2026, with interviews being arrange once shortlisting has been completed. Please indicate in your covering letter if you are unable to attend an interview on a certain date. We would encourage you to submit your application at the earliest opportunity, as on occasion we may have to bring forward the interview date and/or the closing date based on the needs of the business. Although a possibility, this will only happen in exceptional circumstances. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction.

The Benefits

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The Values

• Innovation

We are creative and fearless in our work.

• Accountability

We take ownership of our work and lead from the front.

• Teamwork

We collaborate widely and build supportive environments.

The Charity

Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure. Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope.

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer’s Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure.

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, in particular those from ethnic minority backgrounds who are currently under-represented.  Any offer of employment is however subject to you having the right to work in the UK.

The Benefits

It is important to offer a range of benefits which are designed to meet both the organisational and individual needs, are market competitive and designed to attract and retain employees.

For more details on working for Alzheimer's Research UK click here.

Holiday entitlement

Healthcare

Sick pay

Pension

Cycle to work scheme

Family friendly policies

Learning & development

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