Hybrid Donor Experience Operations Lead

ACORNS CHILDREN'S HOSPICE TRUST; Birmingham; Hybrid; GBP 40,000 - 43,000; Full time

Benefits offered by this job

Hybrid role

Health cash plan

Gym membership and equipment discount

Bike2Work scheme

Wellbeing support

Career development through Acorns to a

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 Donor Experience function, oversee supporter care and income processing, and drive continuous improvement across operations.

Reporting to the Senior Donor Experience Manager, you will manage a team, ensure robust processes, strong financial controls and outstanding service at

Qualifications

• Experience leading operational delivery or supporter care functions.
• Experience overseeing income administration or fundraising operations.
• Experience managing individuals or small teams.
• Experience identifying and implementing process improvements.
• Experience using CRM systems such as Donorfy, Raiser's Edge or Salesforce.

Responsibilities

• Lead three Donor Experience Officers to deliver high-performing, supporter-focused service.
• Oversee supporter care operations, handling complex enquiries and service 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 and journeys.
• Identify opportunities for process improvements and automation across operations.
• Collaborate across teams to enhance supporter experiences and fundraising operations.

Skills

Operational management

Supporter care

Income processing

Team leadership

CRM systems

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 Donor Experience function, oversee supporter care and income processing, and drive continuous improvement across operations.

Reporting to the Senior Donor Experience Manager, you will manage a team, ensure robust processes, strong financial controls and outstanding service at