Supporter Experience and Journeys Lead
Job Description
Job summary
Please apply for this role directly on our website, using the link below:
https://stcatherineshospice.peoplehr.net/Pages/JobBoard/Opening.aspx?v=17bb13d8-a781-456d-9ff9-e93dd1a7b59c
We are looking for a collaborative, organised and supporter-focused Supporter Experience and Journeys Lead to help us deliver excellent experiences for the people who support St Catherines Hospice.
Main duties of the job
This is a key role within our Income Generation & Marketing department, helping to strengthen supporter relationships, improve stewardship and maximise income so we can continue providing outstanding specialist palliative and end of life care across our community.
This post is offered on a part time, permanent basis, working 30 hours per week, working pattern to be agreed with the successful candidate around business need.
About us
St Catherines Hospice is a respected local charity providing specialist hospice care alongside statutory service partners (GPs, District nursing etc) across West Sussex and East Surrey.
We provide care in communities across Surrey and Sussex which are richly diverse and we want to reflect that in everything we do. We celebrate and support difference and welcome applications from all backgrounds. If you believe in the importance of what we do, share our values and want to be a part of an outstanding team building something important, we would love to hear from you.
Employees at St Catherines Hospice can enjoy a variety of benefits including:
- Generous annual leave starting at 25 days, rising to 30 days with length of service, plus Bank Holidays, and an opportunity to buy / sell annual leave days. Plus we offer a day off for volunteering & moving house.
- Generous Pension scheme with up to 9% employer contributions or honour of NHS pension.
- Life Assurance Scheme, Counselling Offering, and a range of discounts.
- Enhanced maternity and adoption pay.
Job responsibilities
You will oversee the day-to-day delivery of supporter journeys, working closely with fundraising, supporter services, data and insight, marketing and communications colleagues to ensure every supporter receives timely, empathetic and professional communication.
You will help identify supporter needs and pain points, test and improve journeys, and create practical guidance that enables teams across the hospice to take a consistent, supporter-first approach.
You will bring a wealth of experience of working in a supporter journey role, with a strong understanding of what excellent supporter care looks like. You will be confident building relationships across teams, able to manage multiple priorities and committed to improving supporter experiences through insight, empathy and attention to detail.
Person Specification
Experience
Essential
- Minimum of two years in a Supporter Journey role
- Demonstratable experience of working in a customer or donor focused environment with the ability to provide excellent donor care to supporters.
- Demonstratable experience of delivering exceptional stewardship and/or donor care.
- Demonstratable experience of identifying a donors potential and acting to maximise this potential.
- Excellent team skills with an ability to work across teams and in project groups.
- Exceptional verbal and written communication skills, including experience of making asks.
- Experience of being an ambassador and building strong working relationships, internally and externally.
- Experience of producing compelling and impactful written materials which inspire and motivate.
- Proficient in using Microsoft Office packages and databases.
Desirable
- Experience of using Raiser's Edge.
- Ability to inspire, motivate and manage volunteers.
Qualifications
Essential
- Educated to A level or equivalent, with
- grade A-C GCSE level in English and
- Maths
Desirable
- Fundraising qualification
- Professional fundraising training
- Chartered Institute of Fundraising membership/qualification or equivalent
Employer details
Employer name
St Catherine's Hospice
Address
St. Catherines Hospice
Grace Holland Avenue
Crawley
Pease Pottage
RH11 9SL
United Kingdom
