Supporter Development Retention Manager

Cezanne HR; Greater London; On-site; GBP 60,000 - GBP 80,000; Full time

Job description

Médecins Sans Frontières/Doctors Without Borders (MSF) provides life-saving emergency relief and longer-term medical care to some of the most vulnerable and excluded communities around the world. As an independent medical humanitarian organisation, we deliver care based only on need, regardless of ethnic origin, gender, religion or political affiliation.MSF relies on donations from private individuals and organisations for the majority of its income. This private funding gives MSF the freedom to respond where needs are greatest and to speak out publicly, free from any political interference.

MSF has around 67,000 local and international staff working in over 70 countries, in some of the most challenging places in the world. Our medical humanitarian projects are supported by offices in 44 countries, including the UK and Ireland. These teams recruit staff, organise fundraising, and raise awareness on the humanitarian crises our colleagues are witnessing, as well as running different and diverse support activities.MSF offices are spread across Europe, North and South America, Asia, Africa and Australasia.

At MSF UK/IE, we support MSF's operations by building relationships with our supporters, increasing awareness of our work, raising funds, providing specialist medical expertise, ensuring MSF staff have access to relevant higher education programmes, catalysing change on medical humanitarian issues, and recruiting field staff.

MSF UK/IE personnel are dynamic, hard-working, enthusiastic and committed to MSF's values and aims. In addition MSF continues to build upon its presence in Ireland to become a widely recognised, accepted and respected humanitarian organisation among Irish audiences, and within the Irish humanitarian and political sector.

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Position

Join us at MSF UK in this exciting new role within our growing Individual Giving team. The role focuses on donor retention and donor journeys.

Hours: 37.5 hours per week, Mon-Fri

Duration: Permanent

Location: London - hybrid, 2 days per week in office (including Wednesdays)

Salary: £46,784.49 per annum - £57,181.04 per annum | Salary is offered in line with our pay framework and typically starts at the entry point of the band. Salary increases are considered annually and are subject to our appraisal and performance review process.

Job Purpose:

To work alongside the Donor Development and Legacies Lead (DDLL) to help develop MSF’s donor development strategy to increase the lifetime value (LTV) of MSF UK Supporters, by enhancing their knowledge and understanding of humanitarian action and their awareness of the importance of their own support to MSF.

The Supporter Development Retention Manager is responsible for delivering MSF’s Retention and Stewardship Programme, overseeing these communications to warm donors (under £10k), focussing on building relationships with individual supporters and developing other warm audiences to increase their financial contribution and loyalty.

Please download the full job and person specification below for further details.

Requirements

Knowledge, Skills & Experience:

• Significant experience of working in the UK charity marketing sector, in a fundraising capacity, and/or direct marketing with responsibility for Retention / Stewardship products.
• Significant experience managing direct marketing mailings from concept, planning, design, print, production and postage.
• Excellent Project Management skills and proven track record of running projects, across teams.
• Ideally, experience of line managing staff, or volunteers.
• Excellent planning skills with a proven ability to think laterally in order to identify and respond quickly to new opportunities.
• Good interpersonal and negotiating skills, with an ability to build relationships with supporters and external suppliers.
• Excellent and engaging written and oral communication skills.
• Accuracy, combined with attention to detail.
• Proven ability to work independently and within a team.
• Excellent level of analytical and written skills.
• Fluency in written and spoken English.
• Ability to travel domestically and internationally (both occasionally).
• Experience in Data Segmentation and Donor Journey mapping.
• Experience in reporting and budgeting.
• Experience of managing relationships with external suppliers.
• Experience in the practical use of personal IT equipment and Microsoft Office 365 suite.The ability to effectively collaborate and communicate within a hybrid working environment utilising Teams, SharePoint, One Drive and Yammer.

Other information

HOW TO APPLY

Please apply on our website by submitting a copy of your CV together with a letter of motivation (please upload as one document) by the closing date (please do not send applications via email as they will not be considered).

Incomplete applications will not be considered.

We encourage early applications as we reserve the right to close applications before the advertised closing date, or if a suitable candidate is found.

Recruitment timetable:

• Closing date for applications: 1 March 2026, 11.59pm (GMT)
• First round interviews: w/c 9 March 2026
• Second round interviews: 19 March 2026
• Projected Start Date: April 2026

Accessibility

We are committed to removing barriers for people with specific accessibility needs. If you need an adjustment to the recruitment process to be considered for the role, please let us know by [e-mail] .

Examples of adjustments we can make:

• offering you an alternative if you are unable to use our online application system
• providing necessary information, such as the job description or assessment materials, in an alternate format
• allowing you to have someone with you during an interview for example, a Sign Language interpreter.

Diversity, Equity and Inclusion

We are a welcoming, diverse, and inclusive organisation. MSF UK thrives when everyone feels comfortable bringing their best self to work. We celebrate difference, whilst striving to create an environment where colleagues feel respected and valued for their unique potential. We are committed to our values on equity, diversity, and inclusion. Please read ourEquality & Diversity policy for more information.

MSF UK is an equal opportunities employer. We are committed to diversity and creating an inclusive environment for all employees. We encourage applications from all sections of our diverse community.

Safeguarding

MSF UK/IE is dedicated to safeguarding everyone who comes into contact with the organisation, for whatever reason and however brief. All posts are subject to safer recruitment process which include robust reference requests, scrutiny of employment history and where applicable criminal record and barring checks.

Our safeguarding commitment is underpinned by policies and procedures which encourage and promote safe working practice across the organisation. On joining MSF UK/IE you will be required to attend safeguarding training to ensure responsibility for and maintaining safe working practice and to safeguard our teams, beneficiaries, and communities.

Right to work in the UK

Candidates must have the right to work in the UK. Employment sponsorship will NOT be offered by MSF UK for this role. Please click here to check whether you have the right to work in the UK.

We look forward to receiving your application!