Hybrid Donor Experience Operations Lead

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

Benefits offered by this job

Health cash plan

Gym membership

Bike2Work scheme

Wellbeing support

Career development through Acorns Acad

Pension scheme 7.5%

NHS pension life assurance

Annual leave increases

Job summary

Acorns Children's Hospice is seeking an experienced Donor Experience Operations Manager to translate strategy into operational delivery, ensuring supporters feel valued and connected to impact. You will lead the Donor Experience team, manage supporter care and income processes, and drive continuous improvement across operations.

The role reports into the Senior Donor Experience Manager within the Fundraising team, and focuses on robust financial controls, customer service excellence and

Qualifications

• Experience managing operational processes and supporter care activities.
• Experience overseeing income administration and fundraising operations.
• Experience leading individuals or small teams.
• Experience identifying process improvements and efficiencies.
• Experience using CRM systems such as Donorfy, Raiser's Edge, Salesforce or similar.
• Strong organisational, analytical and problem-solving skills.
• Excellent communication and relationship-building skills.
• Proactive, collaborative approach delivering exceptional supporter experiences.

Responsibilities

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

Skills

Donor experience

Team leadership

Process improvement

CRM systems

Tools

Donorfy

Raiser's Edge

Salesforce

Job description

Acorns Children's Hospice is seeking an experienced Donor Experience Operations Manager to translate strategy into operational delivery, ensuring supporters feel valued and connected to impact. You will lead the Donor Experience team, manage supporter care and income processes, and drive continuous improvement across operations.

The role reports into the Senior Donor Experience Manager within the Fundraising team, and focuses on robust financial controls, customer service excellence and