Head of Supporter Experience: Individual Giving & Fundraising
Full-time • Remote-first. Applicants must live within two hours’ travel of Cambridge city centre. 39,000 to 45,000 (depending on experience)
To develop and own a best-in-class supporter experience, one that makes every person who chooses to support Scotty’s feel valued and as though they are on the journey with us, not simply funding it.
- Remote-first. Applicants must live within two hours’ travel of Cambridge city centre.
- Salary: £39,000 to £45,000 (Depending on Experience)
- Type: Full-time, permanent.
- Directly Supported By: Head of Fundraising
The Charity and Our Vision
For more than 15 years, Scotty's Little Soldiers has supported children and young people bereaved of a parent who served in the British Armed Forces. We are now on an exciting journey to expand our support to anyone affected by a military-connected bereavement, with the ultimate goal of empowering a community of more than 25,000 bereaved individuals and their families by 2035.
Nikki Scott founded the charity in 2010 following the death of her husband, Corporal Lee Scott. Today, Scotty’s provides a unique combination of emotional, practical and educational support to the bereaved military community. Lived experience remains central to our work: we listen continually to families so that we can understand their needs and strengthen our services.
Our vibrant, non-traditional culture puts the needs of the bereaved military community at the centre of everything we do. We champion innovative approaches and strive to recognise the strength of community, resilience, and connection.
Role Mission
To develop and own a best-in-class supporter experience, one that makes every person who chooses to support Scotty’s feel valued and as though they are on the journey with us, not simply funding it.
You will own the end-to-end individual supporter journey, whether that is a one-off fundraiser or an ongoing donation. Using insight, the latest technology, and continuous improvement of our processes, you will create experiences that can scale as we grow yet remain personal, and unmistakably Scotty's. You will work with our Supporter Care Assistant to champion supporter stewardship, fundraising journeys, donation experiences, insight and fundraising technology.
Community is one of Scotty's three core fundraising streams, alongside Corporate and Grants, each owned by a dedicated lead within a team supported by the Head of Fundraising. You will own the community income budget and be responsible for protecting and growing it sustainably over time. But income is a consequence of doing the experience well. Many of Scotty's biggest supporters (individuals and corporate) began as individual donors or fundraisers; how we make people feel today shapes what they become tomorrow.
Before we look at ways to proactively grow our community income we need the right foundations in place – that’s the primary goal for this role over the next 12-18 months.
What you’ll be responsible for:
- Own the end-to-end supporter journey. From someone’s first interaction with Scotty’s right through to a long‑term relationship, creating a distinctive Scotty’s experience that works for one person as well as it does for 1,000 people.
- Own the donation experience across all channels and technology e.g. online, mobile, in‑person activities, ensuring it’s slick, safe, and easy.
- Own the stewardship framework. How do we live our core value of ‘everyone a supporter, every supporter a VIP’ in a manageable and scalable way? How we do recognise and thank supporters, how do we communicate the impact of their support?
- Own how we track supporter feedback to shape the continuous improvement of our journeys.
Systems and Processes.
- Own the CRM (we currently use Salesforce) and all fundraising tech with support from tech team members and agents. What does great look like, and how do we get there?
- Own the data. Use data to help us prioritise and make decisions – we’ve got limited resource, so we need to deploy it in the right places.
- Own where automation and AI can help us scale whilst maintaining our values and without losing the personal touch.
Leadership.
- Support our Supporter Care role, helping them to develop and understand what great supporter experience looks like.
- Own the community income budget. Work with the Head of Fundraising to ensure we work towards both our income and expenses targets, whilst ensuring we are reporting and forecasting accurately on a regular basis.
- Own the annual community fundraising plan and any associated OKRs. Taking the charity’s strategy and annual priorities and translating that into aligned and focused quarterly, weekly and daily priorities.
- Own compliance across our community fundraising activities. Ensuring that all activity is legal and safe and that we work towards best‑in‑class processes.
What does success look like:
- Onboarding. Completed four weeks of ring‑fenced onboarding to ensure understanding of the Scotty’s World (history, brand, values and behaviours, and your role within it), the Military Community, and Military‑Connected Bereavement.
- Mapped the ‘as‑is’. You’ve mapped the current end-to-end supporter journeys and can present them visually to the wider team. You’ve identified what works and what isn’t working.
- Established the baseline. You’ve identified and put in place clear measures to understand how good our supporter experiences are and audited existing data.
- Plan ready. You’ve got a plan with specific priorities, agreed with the Head of Fundraising and SLT ready to move forward with.
- Refreshed stewardship framework in place. How we recognise and communicate with supporters has been designed, agreed and implemented.
- Donation experience is slicker. Short-term priority fixes are in place across all channels making it easier for supporters to donate when they want to.
- Our supporter care processes levelled up. We’ve agreed new standards, documented processes, and set success measures.
- Supporter feedback is live. We’re tracking real supporter feedback, analysing it and sharing with the wider team.
- Identified longer‑term tech improvements and implemented short‑term fixes across Salesforce, website and other apps.
- Taken full ownership of the community fundraising stream, including budget, forecasting and reporting.
- Demonstrated measurable progress. Against baseline in satisfaction and retention.
- A distinctive Scotty’s supporter experience is embedded. Every supporter and team member can clearly recognise the experience which is delivering a consistent journey for all supporters no matter what their entry point.
- A clear evidence‑based picture of our supporters. You’re able to present a clear evidence‑led view of our supporter base (who they are, what motivates them to support, what is working and what isn’t).
- Stable foundations. We’ve set the foundations for future growth and are confident we can begin scaling without a negative effect on the experiences built.
- Year two is scoped. Future improvements to the experience are planned alongside the gradual introduction of more proactive opportunities to sustainably grow income in 2028 and beyond.
What You’ll Need to Succeed
- Experience growing supporter, donor, customer or community journeys - improving engagement, retention and long‑term value.
- Strong understanding of individual giving, community fundraising, supporter care or a similar income‑generating area.
- Experience owning a supporter income stream, including planning, forecasting and monitoring performance.
- Experience owning data, insight and CRM systems to establish benchmarks, and execute on action to improve supporter journeys, stewardship and results.
- Excellent communication and relationship‑building skills internally and externally, with the ability to create scalable, excellent supporter experiences.
- Experience leading and developing others to deliver high standards.
- Good understanding of compliance, data protection, regulation and compliance.
- Highly organised and outcomes‑focused and able to turn plans into action.
- Genuine enthusiasm for technology and AI, with judgement about where automation adds value at scale and where a personal touch matters more.
- Sensitivity and emotional intelligence as you will be working with bereaved Armed Forces families.
- Commitment to Scotty’s mission, culture and values, with the ability to represent the charity warmly and professionally when required.
- Experience working within a charity, fundraising or membership organisation.
- Experience using Salesforce, JustGiving or similar fundraising platforms and integrations.
- Experience stewarding high‑value, strategic or long‑term supporters.
- Experience working in a growing organisation where systems, processes and roles are evolving.
- Experience growing regular giving, Gift Aid or supporter lifetime value.
Additional Information
- The role may require occasional evening or weekend work
- Enhanced DBS check required
- Travel will be required to events and team training days
The Scotty’s Way
At Scotty’s, our personal performance is only 50% of what success looks like. Our culture is equally important. When you join our team, you sign up to The Scotty’s Way, rooted in our four core values:
- Families Come First
- Everyone a Supporter, Every Supporter a VIP
- Love What You Do
- Remember, Every Day
Our values are further supported by our four non‑negotiable behaviours of Show Respect , Speak Up , Take Ownership and Actively Collaborate . We are looking for an individual who embodies these values and behaviours.
Location
We will only consider applications from candidates located within 2 hours of central Cambridge.
We're a remote-first organisation and our day‑to‑day work is extremely effective with our team based at home. However, some of the most important work we do, innovation, collaboration, problem‑solving, and strategic thinking, benefits hugely from being in the same room, and those moments don't always come with months of notice. That's why we're currently looking for team members who are within a 2-hour travel time of Cambridge.
Thank you for your interest in joining our team, we are an equal opportunities employer, we are committed to creating a diverse and inclusive workplace where all employees are treated with respect and given equal opportunities for employment and advancement.
We do not discriminate because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law.
We encourage all qualified individuals to apply for employment within our charity, and we provide a fair and inclusive recruitment process for all candidates.
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