Donor Relations & Experience Manager

Hospice IGN; United Kingdom; À distance; GBP 42 000 - 62 000; Plein temps

Résumé du poste

Acorns Children's Hospice in the West Midlands is seeking a Donor Experience Operations Manager to translate strategy into operational delivery, ensuring supporters feel valued and connected to the impact of their generosity.

You will lead the Donor Experience team, oversee income processing and stewardship activities, and collaborate across fundraising, finance and care to deliver an exceptional donor journey.

Qualifications

• Experience leading donor experience or fundraising operations.
• Proven ability to translate strategy into operational delivery.
• Strong stakeholder engagement across fundraising, finance and care.

Responsabilités

• Lead, develop and support three Donor Experience Officers to deliver high-quality service.
• Oversee supporter care operations and manage complex enquiries and issues.
• Oversee donation processing, banking, acknowledgements and income administration.
• Improve end-to-end supporter and donation processes for efficiency and accuracy.
• Coordinate stewardship activities and supporter communications.
• Identify opportunities for process automation and operational efficiency.
• Collaborate across teams to continuously enhance supporter experiences.

Connaissances

Team leadership

Donor care

Process improvement

Stakeholder collaboration

Description du poste

Acorns Children's Hospice have an exciting new opportunity for a Donor Experience Operations Manager to translate strategy into operational delivery, ensuring supporters feel valued, recognised and connected to the impact of their support. You’ll manage our Donor Experience function and ensure every supporter receives an exceptional experience with Acorns. This role combines team leadership, supporter care, income processes and operational excellence, helping us deliver a world-class donor experience and achieve Acorns ambition of becoming the charity of choice in the West Midlands.

About The Job

Interview Date:

Job Description

As Donor Experience Operations Manager, you'll lead the operational delivery of supporter care, stewardship and income administration activities across Acorns, working closely with colleagues across Fundraising, Marketing & Communications, Finance, Retail and Care. You'll oversee the end-to-end supporter income lifecycle, ensuring robust processes, strong financial controls and excellent service standards are maintained throughout the supporter journey.

Key responsibilities include:

• Leading, developing and supporting three Donor Experience Officers to deliver a high-performing, supporter-focused service.
• Managing supporter care operations, acting as an escalation point for complex enquiries, complaints and service issues.
• Overseeing donation processing, banking, acknowledgements, reconciliations and income administration activities.
• Managing and improving end-to-end supporter and donation processes to maximise efficiency, accuracy and supporter satisfaction.
• Coordinating the delivery of stewardship activities, supporter communications and supporter journeys.
• Identifying and implementing opportunities for process improvement, automation and operational efficiency.
• Working collaboratively across teams to continuously improve supporter experiences and fundraising operations.

Contact Website: https://www.acornscareers.org.uk/index.php

Join the Hospice Income Generation Network

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Membership is open to anyone who works within hospice fundraising, including NHS and children’s hospices. Please note that hospices whichare part of a national charity are not eligible for Hospice Income Generation Network membership.