Job Summary
The Experience Manager translates the retention strategy into effective, insight-led supporter journeys across subscription and single-gift portfolios. This role designs and delivers personalized, multi-channel lifecycle experiences that deepen supporter connection, strengthen loyalty, and improve long-term value.
Working cross-functionally and with external partners, the Experience Manager applies performance data, donor insights, and trust drivers to continuously refine supporter experiences and enhance retention outcomes.
Skills & Competencies
- Strategic thinking with the ability to translate high-level direction into actionable plans
- Strong cross-functional collaboration and stakeholder management skills
- Analytical mindset with the ability to interpret data and derive practical insights
- Excellent written and verbal communication skills, with strong editorial judgment
- Strong project management and organizational capability across multiple priorities
- Attention to detail and commitment to quality standards
- Problem-solving orientation with sound judgment and decision-making skills
- Adaptability and resilience in evolving environments
Responsibilities
Supporter Journeys & Experience Delivery
- Design and execute end-to-end supporter journeys across onboarding, ongoing engagement, additional giving moments, anniversaries, missed payments, closures, replacements, rate adjustments, and win-back.
- Build and manage segment- and offer-specific lifecycle treatments aligned to retention and revenue goals.
- Develop journey frameworks grounded in donor insights, behavioral data, trust drivers, and supporter feedback to strengthen credibility, transparency, and emotional connection.
- Develop creative briefs for supporter-facing communications, including impact videos, enewsletters, impact report-back emails, and other lifecycle touchpoints.
- Manage the creation and enhancement of experience features and guidance materials to ensure all feature interactions are consistent and high quality.
- Lead content strategy for supporter journeys, collaborating with Marketing & Communications to deliver and enhance on-brand storytelling aligned to segmentation and lifecycle strategy.
- Lead the coordination and delivery of retention communications across email, direct mail, digital, video, print, and app channels, ensuring digital touchpoints follow the journey design and supporter experience standards.
- Manage the retention communications calendar, integrating lifecycle activity into the broader campaign plan to optimize sequencing, cadence, and overall supporter experience.
- Identify friction points and experience gaps, implementing improvements to reduce attrition and enhance supporter satisfaction.
Retention Operations Oversight & Experience Governance
- Provide oversight and guidance to ensure effective delivery of core retention processes managed by operational teams, including gift acknowledgements, tax receipts, monthly statements, drop-and-replace, project closures, reminder treatments, and payment processes.
- Ensure operational processes align with lifecycle journey design and supporter experience standards.
- Partner with internal teams to proactively identify and resolve operational issues that may impact supporter satisfaction or retention performance.
Performance Analysis & Optimization
- Track and analyze key retention and engagement metrics, including retention rate, lifetime value, Net Promoter Score, engagement indicators, and supporter satisfaction across segments and offers.
- Collaborate with Donor Engagement to analyze supporter behavior and feedback, identifying trends and diagnosing drivers of attrition or engagement.
- Use data, behavioral insights, and trust indicators to refine journeys, segmentation, and communication strategies.
- Lead testing initiatives to optimize messaging, timing, segmentation, and experience design.
- Translate insights into actionable recommendations and collaborate with the Director of Retention to refine tactics and improve performance.
- Document learnings and share best practices to support continuous improvement.
Qualifications
- Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent experience
- Minimum 5+ years of experience in retention, lifecycle marketing, supporter engagement, or related roles
- Experience designing and managing lifecycle or retention programs across multiple channels
- Experience working with agencies or creative partners
- Demonstrated experience in project and budget management
- Experience contributing to performance optimization or continuous improvement initiatives
- Experience in subscription or sponsorship-based models strongly preferred
Safeguarding Policy
FH strives to provide an environment free from sexual exploitation and abuse and harassment in all places where relief and development programs are implemented. FH holds a zero-tolerance policy against sexual exploitation and abuse and harassment. FH expects its employees to maintain high ethical standards, protect organizational integrity and reputation, and ensure that FH work is carried out in honest and fair methods, in alignment with the Heartbeat Values and safeguarding and associated policies. Violations to stated policies will be subject to corrective action up to and including termination of employment.
Note: The skills, responsibilities, and qualifications outlined above are not exhaustive and may be subject to change as per the organization's needs.
