Acorns Children’s Hospice provides specialist care and support for babies, children and young people who are life limited or life threatened. Supporting over 750 children and nearly 1,000 families annually, Acorns is a vital lifeline for families across the West Midlands and Gloucestershire during unimaginably difficult times.
Over the past three years, Acorns’ leadership has strengthened collaboration and innovation across the charity and embedded an organisation-wide fundraising culture. With an integrated fundraising structure and an ambitious £5m appeal ahead, Acorns is continuing to invest in the systems, insight and stewardship that will deepen relationships with supporters and grow long-term income.
Acorns is now seeking a Donor Experience Manager to play a key role in delivering an exceptional supporter experience across the fundraising directorate. Reporting to the Head of Donor Experience, the Donor Experience Manager will lead the delivery of engaging, insight-led donor journeys across multiple fundraising channels.
You will work closely with fundraising, marketing and care teams to ensure that every supporter interaction – from initial engagement through to long-term stewardship – is consistent, personalised and meaningful. Through effective stewardship, compelling communications and strong operational delivery, you will help strengthen supporter relationships and drive long-term retention.
The role will also oversee supporter care operations, ensuring high standards in donation processing, thanking, pledge management and supporter communications. Using CRM data (Donorfy), supporter feedback and insight, you will continuously refine stewardship activity and donor journeys to improve engagement and lifetime value.
As Donor Experience Manager, you will:
* Line manage and develop the Donor Experience Officer, ensuring high standards of supporter care and operational delivery
* Design and deliver multi-channel donor journeys that strengthen engagement, retention and supporter lifetime value
* Manage the annual fundraising communications plan and identify meaningful stewardship opportunities across fundraising activity
* Develop and maintain a central fundraising content library including case studies, stories and impact materials
* Work with fundraising, marketing and care teams to produce compelling supporter communications and impact reports
* Support bespoke stewardship and recognition activity for major donors and high-value supporters
* Champion digital engagement, automation and personalisation across supporter communications
* Lead supporter satisfaction surveys and use insight to continuously improve donor journeys
* Oversee supporter care processes including donation processing, thanking, pledge tracking and supporter enquiries
* Use CRM data (Donorfy) and insight to monitor engagement, retention and supporter behaviour and inform fundraising activity
* Support the delivery of supporter events and contribute to financial monitoring and campaign reporting.
About you
You will bring a strong commitment to excellent supporter care and a passion for delivering meaningful donor experiences.
Organised, collaborative and creative, you will be confident working across teams to deliver engaging stewardship activity while maintaining high operational standards.
Essential skills and experience include:
* Excellent written and verbal communication skills, with experience producing engaging supporter communications
* Experience planning and managing projects or complex workloads across multiple stakeholders
* A strong commitment to delivering outstanding supporter care
* Experience working within a fundraising or supporter-focused team
* Understanding of donor motivation, stewardship and supporter retention
* Experience using CRM systems such as Raiser’s Edge, Salesforce, Donorfy or similar
* Strong organisational skills and attention to detail
* Ability to build collaborative relationships and work effectively across teams
* An analytical mindset with the ability to use insight and feedback to improve supporter engagement.
Employee benefits
Benefits include:
* 27 days annual leave plus bank holidays
* 5 days holiday buyback scheme starting from April 2026
* 7.5% employer pension contribution
* Life assurance scheme (2 x annual salary)
* Retail discounts (including the Blue Light card)
* Cycle to work scheme
* Discounted gym membership
* Access to expert financial health and wellbeing support