Donor Experience & Stewardship Manager

The Heart Research Institute; Sydney; On-site; AUD 90,000 - 110,000; Full time

Job summary

The Heart Research Institute in Newtown, NSW, seeks a Supporter Services Manager to lead donor servicing, gift management and engagement activities. The role concentrates on outbound donor servicing, recognition and stewardship including bequest support, ensuring donors feel valued and connected to HRI.

You will partner with the Development, Philanthropy & Fundraising Team to grow donor retention and identify upgrade opportunities across the donor program.

Qualifications

• Minimum 3 years’ experience in a call centre environment across inbound and outbound interaction.
• Experience in a fundraising setting where Donor Services is the first point of contact.
• A genuine supporter/customer advocate mindset—being the voice of the supporter inside HRI.
• Excellent telephone communication and relationship management skills.
• Strong financial acumen, analysis and reporting capability.
• Appreciation of fundraising in a scientific/health environment.

Responsibilities

• Lead HRI’s “front of house” engagement function and manage inbound servicing with outbound rhythm.
• Ensure efficient processing of regular and single giving donor payments and minimise cancellations.
• Support bequest and mid/major donor program development with outbound engagement and insights sharing.
• Deliver regular constituent engagement via phone, face-to-face and events and strengthen donor appreciation.
• Collaborate with the Philanthropy & Fundraising Team to promote bequests and donor pathways.
• Deliver an annual engagement calendar including events, tours, calls and senior management occasions.

Skills

Call centre experience

Donor Services

Customer advocacy

Telephone communication

Job description

The Heart Research Institute in Newtown, NSW, seeks a Supporter Services Manager to lead donor servicing, gift management and engagement activities. The role concentrates on outbound donor servicing, recognition and stewardship including bequest support, ensuring donors feel valued and connected to HRI.

You will partner with the Development, Philanthropy & Fundraising Team to grow donor retention and identify upgrade opportunities across the donor program.