Supporter Experience Manager

National Autistic Society; Germany; Hybrid; EUR 45,000 - 62,000; Full time

Benefits offered by this job

Pension

Annual leave 33 days

Training

Staff discounts

Private health

Job summary

National Autistic Society is seeking a Supporter Experience Manager to lead the Supporter Care team and drive an outstanding supporter experience across fundraising activities.

The role focuses on compliant fundraising operations, stakeholder engagement, and continuous improvement to maximise supporter relationships and income generation. It is a permanent, full-time post, with hybrid working and 35 hours per week.

Qualifications

• Experience leading supporter care, customer service or contact centre operations.
• Proven experience managing and developing teams and improving operational processes.
• Knowledge of fundraising regulations, the Code of Fundraising Practice and UK GDPR requirements.
• Strong leadership, stakeholder management and communication skills.

Responsibilities

• Lead and develop the Supporter Care team, ensuring high performance and excellent service delivery.
• Champion a supporter-centred approach, using feedback and insight to improve supporter journeys and engagement.
• Oversee fundraising compliance activities, ensuring adherence to fundraising regulations, GDPR and internal policies.
• Manage supporter feedback and complaints, including regulatory reporting requirements.

Skills

Supporter care

Team leadership

Stakeholder management

Customer service

Regulatory compliance

Job description

The National Autistic Society is committed to safeguarding and promoting the welfare of all children and adults who use our services. Successful applicants will be required to complete the relevant safeguarding checks if relevant to their role.

Join Us as a Supporter Experience Manager

The National Autistic Society helps create a world that works for autistic people and within National Programmes wechampion the rights and interests of autistic people and their families, making sure national policies and legislation reflect their needs.We have a rewarding opportunity for a

Supporter Experience Manager within the

Fundraising Operations Team. If you share our values and want to make a difference, we’d love to hear from you.

Visit our website to find out more about who we are:

https://www.autism.org.uk/

About the Team

The Fundraising Operations Team plays a vital role in supporting the National Autistic Society's fundraising activities and supporter engagement. Working closely with fundraising, data services and operational teams, we ensure supporters, donors and members receive an excellent experience while maintaining the highest standards of compliance, governance and operational effectiveness. The team champions a supporter-focused culture and continuously seeks opportunities to improve supporter journeys, engagement and retention.

About the Role

We are looking for an experienced and proactive Supporter Experience

Manager to lead our Supporter Care function and deliver an exceptional supporter experience. You will oversee the day-to-day operation of the Supporter Care team, ensuring supporters, donors, members and enquirers receive high-quality and timely responses across all interactions. You will also provide strategic leadership on fundraising compliance, supporter experience and continuous improvement, helping to strengthen supporter relationships, maximise engagement and support long-term income generation.

What You’ll Do

• Lead and develop the Supporter Care team, ensuring high performance and excellent service delivery.
• Champion a supporter-centred approach, using feedback and insight to improve supporter journeys and engagement.
• Oversee fundraising compliance activities, ensuring adherence to fundraising regulations, GDPR and internal policies.
• Manage supporter feedback and complaints, including regulatory reporting requirements.

What We’re Looking For

• Experience leading supporter care, customer service or contact centre operations.
• Proven experience managing and developing teams and improving operational processes.
• Knowledge of fundraising regulations, the Code of Fundraising Practice and UK GDPR requirements.
• Strong leadership, stakeholder management and communication skills.

This advert is for a

Permanent, Full Time position at

35 hours per week. Occasional flexibility may be required to support organisational priorities.

This role is Hybrid. We are flexible regarding work location and support hybrid working arrangements. The role is primarily office and home based with occasional travel for meetings, training and events as required.

What we can offer you

Pension

– Auto-enrolled pension scheme.

Annual

Leave

– 33 days (including public holidays). You can buy or sell leave each year.

Training

– Great induction and training, including autism training.

Discounts

– Online staff discount scheme for shopping, cycling, tech, and more (e.g., Asda, Tesco, Nike, Apple).

– Cash plan for permanent staff.

Healthcare

Life

Assurance

– 2x your base salary.

Flexible

Benefits

– Options like private health, dental insurance, holiday trading, enhanced pension.

Support

– 24-hour Employee Assistance Programme and counselling.

Mindfulness

– Free Headspace app for you and up to 3 family/friends.

Blue

Light

Card

– Eligibility for discounts.

To protect our autistic adults & children at the National Autistic Society, some roles require employees to have a criminal background check. Possession of an Enhanced DBS Check either on the Update Service or conducted within the last 12 months would be preferable but not essential if its applicable to your role.

Applications for this job are sought from anyone who is suitably qualified and experienced for the role but particularly welcome from autistic people.

We are an equal opportunities employer and part of the Disability Confident Employer scheme.

Please note the National Autistic Society are unable to provide sponsorship for Visas.

The National Autistic Society may use artificial intelligence (AI) to assist our recruitment team with reviewing applications for this role. All application decisions are made by people and are not determined automatically by AI.

Proud member of the Disability Confident employer scheme