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Supporter Care Manager

Supporter Care Manager

  • Location:

    City of London, London

  • Sector:

    Supporter Services

  • Contract type:

    Temporary / Interim

  • Salary:

    Up to £20.00 per hour

  • Contact:

    Natasha Abbott

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    about 3 years ago

  • Expiry date:


  • Start date:


Cause: Children`s Charity
Role: Supporter Experience Manager
Location: Farringdon
Employment Type: Temporary 3 months
Salary/rate: £20.00 per hour
Working hours: Monday- Friday 37.5 hours per week

Our client is the world's leading independent children's organisation who have made enormous progress in the last few years, dramatically increasing their work to save children's lives, get them into school and protect and care for children in some of the toughest places in the world, at home and abroad.

Job Purpose

You will play a key role in driving a transformational change towards an audience first approach to fundraising. Your role will be helping the team to plan, manage and execute the overall supporter experience on behalf of the organisation - regardless of product or audience. You will work with multiple teams, from those with ambitious fundraising targets for products e.g. income or supporter actions, to those whose expertise or resources you will rely on e.g. digital, brand.

Key accountabilities:

Accountable for managing and driving agreed loyalty and engagement strategies, ensuring that they are embedded in the organisations communication programme.
Represent the charity on key supporter-centricity research and development projects, working with and managing internal and external stakeholders as required.
Acting as an expert in supporter experience, representing the wider department and providing advice, insight, and recommendations on key supporter project groups across the organisation.
Helping to ensure that supporter needs are considered at the heart of cross-divisional supporter journeys and communications.
Advocate for the fundraising department's to supporter communications, ensuring other teams and departments understand and are bought in.
Represent fundraising and work collaboratively with the CRM, Creative, Innovation, Brand Marketing and Digital teams to develop new, innovative approaches to supporter engagement communications.
Work closely with the Supporter Care team to ensure learnings from direct supporter interactions are being captured and acted upon, helping to shape supporter experience at all touch-points.
Lead the development of the teams stewardship and loyalty communications and provide expert advice and direction on strategies and communications developed by other members of the team.
Brief in analysis and insight projects focusing on the understanding of supporter engagement and stewardship programmes.
Work with the teams across the division to align and create efficiencies in supporter experience programmes.
To carry out the responsibilities of the role in a way which reflects the charities commitment to safeguarding children in accordance with the Child Safeguarding Policy.
A commitment to their vision, mission, values and approach.

Person Profile

Applying technical and professional expertise. Applies the required technical and professional expertise to the highest standards; promotes and shares best practice within and outside the organisation.
Innovating and Adapting. Develops and implements innovative solutions to adapt and succeed in ever-changing and uncertain global and working environments.
Delivering results. Takes personal responsibility and holds others accountable for delivering our ambitious goals for children, continually improving their own performance or that of the team/ organisation.
Working effectively with others. Works collaboratively to achieve shared goals and thrives on diversity of people and perspectives; knows when to lead and when to follow and how to ensure effective cross-boundary working.
Leading and inspiring others. Demonstrates leadership in all our work, embodies our values, and articulates a compelling vision to inspire others to achieve our goals for children.

Essential Technical Skills
Line management experience
Proven experience in managing a customer/donor stewardship or loyalty programme in a direct marketing context
Demonstrable understanding of customer/supporter loyalty strategies or donor stewardship programs
Understanding of a variety of direct marketing channels, including email, social media, direct mail, telephone and SMS
Experience of working with customer or supporter databases and segmentation
Knowledge of best practice and innovation within the customer or donor loyalty marketplace
Experience of producing data analysis briefs
Excellent written and verbal communication skills, and experience in writing copy
Experience in managing agency relationships
Proven experience of managing competing cross-organisational demands
Experience of preparing and presenting strategy documents, results reports, and business cases

Personal Skills
Self-motivated and able to work under own initiative
Excellent organisation skills with the ability to plan and prioritise work with minimal guidance
The ability to communicate accurately and appropriately with supporters, general public, colleagues and senior management
Excellent interpersonal and communication skills with an ability to influence stakeholders up to Director level
Able to perform well under pressure with strong problem solving and negotiating skills
Ability to analyse complex information quickly, reaching and articulating decisions with clarity
A team player. Someone who is open and who is able and willing to deliver beyond his or her personal brief.
Resilience, enthusiasm, energy and drive with a commitment the vision and values.

Education/Professional Skills
Previous experience in managing a supporter or customer stewardship or loyalty programme
Highly computer literate and confident with Word, PowerPoint and Excel
Educated to degree level