Donor Experience Operations Manager — Hybrid Role

Acorns Children's Hospice; Birmingham; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Hybrid role - based in Birmingham and

Health cash plan

Gym membership and equipment discount

Bike2Work scheme - save up to 42%

Wellbeing, legal and financial support

Acorns Academy and career development

Pension scheme 7.5%

Job summary

Acorns Children's Hospice is seeking a Donor Experience Operations Manager to translate strategy into operational delivery, ensuring supporters feel valued and connected to the impact of their support. You will lead the operational delivery of supporter care, stewardship and income administration across Acorns, collaborating with Fundraising, Marketing, Finance, Retail and Care teams.

You will oversee end-to-end supporter income lifecycle, ensuring robust processes, strong financial controls and

Qualifications

• Experience managing operational processes and service delivery.
• Experience overseeing income administration and fundraising operations.
• Experience leading and developing individuals or small teams.
• Experience identifying and implementing process improvements.
• Experience using CRM systems such as Donorfy, Raiser's Edge, Salesforce.
• Strong organisational, analytical and problem-solving skills.
• Excellent communication and relationship-building skills.
• A proactive, collaborative approach and commitment to exceptional supporter experiences.

Responsibilities

• Lead, develop and support three Donor Experience Officers to deliver a high-performing, supporter-focused service.
• Manage supporter care operations and escalate complex enquiries, complaints and service issues.
• Oversee donation processing, banking, acknowledgements, reconciliations and income administration.
• Improve end-to-end supporter and donation processes to maximise efficiency and satisfaction.
• Coordinate stewardship activities, supporter communications and journeys.
• Identify opportunities for process improvement, automation and efficiency.
• Collaborate across teams to continuously improve supporter experiences and fundraising operations.

Tools

Donorfy

Raiser's Edge

Salesforce

Job description

Acorns Children's Hospice is seeking a Donor Experience Operations Manager to translate strategy into operational delivery, ensuring supporters feel valued and connected to the impact of their support. You will lead the operational delivery of supporter care, stewardship and income administration across Acorns, collaborating with Fundraising, Marketing, Finance, Retail and Care teams.

You will oversee end-to-end supporter income lifecycle, ensuring robust processes, strong financial controls and