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 the email, SMS and WhatsApp communications, as well as our 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.
Key Responsibilities
* Lead the end‑to‑end design of supporter journeys working collaboratively across all the organisation, taking an audience‑led approach in achieving our income, engagement and influence objectives, joining the dots and identifying opportunities for cross‑sell, upsell and integration of offers throughout a supporter's relationship with us.
* Oversee the mapping and optimisation of lifecycle journeys, ensuring they are insight‑driven, segmented, and aligned with organisational goals towards a cure.
* Ensure your teams are experts in our martech, and use testing frameworks (A/B, multivariate), data and performance insights to optimise journeys performance.
* Lead the automation of journeys within our martech, balancing efficiencies on resources with excellent supporter experiences.
* Lead for data, compliance and technical troubleshooting.
Data Selections & Audience Targeting
* Make audience targeting decisions ensuring accurate, timely, and insight‑led targeting for all fundraising and engagement activity.
* Collaborate with the BI team to develop and apply data modelling and propensity models to predict supporter behaviour and support tailored communications and efficient campaign delivery.
* Work closely with Data and Analytics teams to maintain data quality and optimise selection processes, translating performance outputs into actionable recommendations for optimising our supporter journey performance.
* Ensure robust documentation, governance, and continuous improvement of data targeting and selection workflows.
* Collaborate with the digital analytics team to maintain a strong connection between web and paid digital activity to avoid siloes across the stages of a supporter's experience.
Supporter Loyalty & Stewardship Communications
* Lead the creation of loyalty‑focused communications that build long‑term relationships and increase lifetime value, delivering on our supporter experience principles – including communications such as Cure Magazine and E‑newsletter.
* Collaborate with the Senior Supporter Relations Manager to develop stewardship frameworks that recognise and thank supporters at key moments – including the coordination of ARUK supporter Christmas and seasonal greetings.
* Ensure collaboration within these organisational loyalty communications is effective, leading RACI and approval processes.
* Lead for GDPR‑aligned audience management and safe data activation.
* Manage and develop a multi‑disciplinary team across 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, campaigning and research teams to ensure alignment and shared priorities.
* Stay 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.
Knowledge, Skills and Experience Needed
* 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 with audience targeting, segmentation and data selections.
* Experience with propensity modelling, predictive analytics or working alongside data science teams.
* Proven ability to lead teams and manage complex, cross‑functional projects.
* Strong analytical mindset with the ability to translate insight into action.
* Excellent communication and stakeholder‑management skills.
* Demonstrable experience of leading supporter engagement programmes across multi‑channel campaigns and activity.
* Experience working with external partners, including creative agencies, platform providers, research agencies, print and production houses.
* Experience developing and managing budgets.
* Deeply supporter‑centric, with a passion for creating meaningful experiences and supporter communications.
* Ability to distil complex data into simplified actionable insights that build the programme.
* Curious, analytical, and comfortable working with data and making driven decisions.
* Creative thinker who enjoys solving complex problems, particularly in collaboration with stakeholders.
* Collaborative, confident and able to influence at all levels, especially at a senior level across the organisation.
* Experience coaching internal stakeholders, with strong workshop facilitation skills.
* Committed to continuous learning and innovation.
Ways of Working
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.
Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals. This includes attending the office for various meetings or events.
Our Office
We are located at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD.
Closing Date
The closing date for applications is 31st May 2026.
Equality and Diversity
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, including those in the global majority, people with disabilities, men, and those from the LGBTQIA+ community. Any offer of employment is subject to the applicant having the right to work in the UK.
Other Information
All applications will be handled with the utmost confidentiality. If you require 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. 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.
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