Senior Client Services Lead - Charity Fundraising

REAL Fundraising | B Corp; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

REAL Fundraising Ltd. is a leading charity fundraising and ethical marketing company based in Docklands near Canary Wharf. This senior client-facing role sits within our Client Services team and acts as the primary escalation point for a portfolio of charity brands.

You will also line-manage an Account Manager to ensure proactive, consistent client support daily. Reporting to the Director of Client Services, you will own campaign invoicing, data reporting and collaborate with Finance and the

Qualifications

• Proven experience in account management at a senior or team-leading level.
• Experience coaching or mentoring junior team members.
• Confidence working with invoicing, campaign financials and data reporting.
• Excellent computer skills (Google suite, Excel, Word, Canva, Slack, Zoom and Email).
• Strong attention to detail and a high level of accuracy under pressure.
• Strong organisational & analytical skills.
• Excellent time-management skills, with the ability to prioritise across multiple client portfolios.
• The ability to meet tight deadlines and maintain a busy schedule.
• The flexibility, adaptability and confidence to communicate effectively with people at all levels across multiple organisations.
• A forward-thinking, proactive approach in all areas, with the confidence to identify and resolve issues before they escalated.

Responsibilities

• Senior client liaison and main point of escalation for a portfolio of charity clients.
• Line management of an Account Manager, including day-to-day support, workload oversight and development.
• Ensuring all clients are managed proactively and consistently on a day-to-day basis.
• Ensuring a speedy response to any queries or requests from clients.
• Campaign set-up meetings, review meetings and end-of-campaign review meetings.
• Overseeing complaints and mystery shops and providing KPI analysis to ensure the best performance for our charity clients.
• Ownership of campaign exports and invoicing for your client portfolio, working closely with finance to ensure accuracy and timeliness.
• Lower-level data management and reporting both for clients and for our Subcontracting partners requests.
• Liaising between the REAL Admin team and charity clients to ensure sufficient branded materials are on order.

Skills

Account management

Team leadership

Invoicing

Data reporting

Google suite

Excel

Attention to detail

Time management

Stakeholder communication

Proactive problem-solving

Tools

Google Suite

Excel

Word

Canva

Slack

Zoom

Email

Job description

REAL Fundraising Ltd. is a leading charity fundraising and ethical marketing company based in Docklands near Canary Wharf. This senior client-facing role sits within our Client Services team and acts as the primary escalation point for a portfolio of charity brands.

You will also line-manage an Account Manager to ensure proactive, consistent client support daily. Reporting to the Director of Client Services, you will own campaign invoicing, data reporting and collaborate with Finance and the