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Page 4 of 32
Selly Oak, West Midlands (Hybrid)
£55,000
Full-time
Permanent
Job description

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 enhanced collaboration and innovation across the charity and embedded an organisation-wide fundraising culture. With an integrated fundraising structure and an upcoming £5m appeal, Acorns is looking for a senior leader to review, refine and scale its end-to-end donor experience across all income streams.

Forming part of the Fundraising Leadership Team and reporting to the Associate Director of Fundraising, the Head of Donor Experience will lead a central support function covering donor journeys, supporter care, data and insight, digital fundraising and compliance. They will be responsible for shaping and delivering a comprehensive donor-centred strategy that drives engagement, loyalty and long-term value, while championing a digital-first, data-driven approach to stewardship.

As Head of Donor Experience, you will:

  • Lead a high-performing Donor Experience team of nine, with four direct reports across Donor Experience, Data & Insight, and Digital Fundraising
  • Develop and embed a cohesive donor experience strategy aligned to the wider Fundraising Strategy
  • Design and implement a structured supporter journey framework, ensuring appropriate automation and personalisation across channels and income streams
  • Drive innovation in stewardship, including digital engagement, journey design, automation, and personalisation
  • Review and refine thanking, banking, fulfilment and supporter care processes to improve efficiency and supporter satisfaction
  • Oversee CRM development and optimisation, ensuring robust data governance and a clear single supporter view
  • Lead insight generation and segmentation strategy to inform fundraising performance and income growth
  • Establish and maintain a centralised compliance framework across fundraising activity
  • Strengthen collaboration between Fundraising and Marketing to enable more coordinated, funnel-led campaigns

Essential skills and experience:

  • Strong background in fundraising operations, supporter care, compliance or customer experience within a charity setting
  • Proven track record of developing and delivering stewardship strategies that improve retention and long-term supporter value
  • Experience managing and motivating teams to deliver operational excellence and performance improvement
  • Experience designing and implementing strategy, annual plans and process improvements
  • Strong working knowledge of CRM systems, data governance and supporter database management
  • Confidence influencing senior internal stakeholders and driving cross-team collaboration
  • Experience of reporting, performance analysis and using insight to inform decision-making
  • Strong understanding of fundraising compliance, including GDPR and sector regulation

Employee 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
Application resources
Application Instructions

When applying via CharityJob, please ensure that your CV reflects the essential skills and experience outlined above. You can use the notes section to share any additional information. Suitable applicants will be contacted and given full support with the formal application process.

Apply by Thursday 12th March.

Round 1 interviews – Tuesday 24 March & Wednesday 25 March

Round 2 interviews – Tuesday 31 March and Wednesday 1 April

Organisation
Acorns Children's Hospice View profile Organisation type Registered Charity Company size 101 - 500
Posted on: 24 February 2026
Closing date: 12 March 2026 at 23:00
Job ref: LM
Tags: Fundraising, Business Development, Operations, CRM, Data Analysis, Database Management, Health / Medical, Insights, Partnerships, Strategy, Youth / Children, Community Fundraising, Corporate Fundraising, Direct / Supporters, Individual Giving, Major Donor, Regional Fundraising, Trusts / Foundations, Digital Fundraising, Governance / Management