Supporter Care Manager

Canal & River Trust; England; Remote; GBP 47,000; Full time

Job summary

Join Canal & River Trust as a Supporter Care Manager, where you'll lead a new fundraising operations team and design a best-in-class supporter experience. This home-working role offers a competitive salary and benefits, while allowing you to make a real impact on our waterways and the communities we serve.

Benefits

25 days paid holiday

Annual £200 personal learning award

Flexible working arrangements

Access to employee benefits

2 days paid volunteering leave

Qualifications

• Experience in fundraising or customer relations role.
• Proven track record of developing supporter journeys.
• Exceptional attention to detail.

Responsibilities

• Lead the development of the supporter care programme.
• Manage a team of executives and assistants.
• Ensure compliance with fundraising regulations.

Skills

Customer Care

Fundraising

Data Analysis

Project Management

Education

Experience in charity or not-for-profit sector

Tools

CRM Systems

SAP

Sugar CRM

Job description

Join to apply for the Supporter Care Manager role at Canal & River Trust

Join to apply for the Supporter Care Manager role at Canal & River Trust

Get AI-powered advice on this job and more exclusive features.

Hours: 37 hours a week (Monday to Friday)

Advertised Salary: £46,500 + Benefits

Base Location: Home-working role. Hub location will be discussed at interview stage.

We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water. Every role across the Trust plays its part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.

Join Us at a Transformational Moment - Become Our Supporter Care Manager.

Are you ready to make a real impact at a pivotal time of growth and ambition? We're building something extraordinary - and we want you to be part of it.

As we expand our fundraising reach and grow our supporter base, we're looking for a passionate and proactive Supporter Care Manager to join our brand-new Fundraising Operations Team. This is more than just a role, it’s a great opportunity to shape and lead a supporter care programme, at a time when your ideas, energy, and expertise will influence our future success.

Your mission: to deliver sector-leading supporter experiences that inspire loyalty, strengthen relationships, and maximise long-term support. You'll take the lead in designing and embedding a best-in-class stewardship programme, working hand-in-hand with teams across the Trust to ensure every supporter feels truly valued.

You’ll work alongside leading partners like THINK and About Loyalty, driving continuous improvements in supporter experience and playing a critical role in retention and income growth. You will shape how our supporters connect with our cause - now and for years to come.

If you want to be part of something special, then apply today.

This is a primarily work from home role, with occasional travel for team meetings, working with Agencies, attending events.

Relevant hubs: Leeds/Gloucester/Burnley/Birmingham/Milton Keynes/London/Ellesmere Port/Hatton/Newark.

• See our network here: canal-and-river-network (https://canalrivertrust.org.uk/enjoy-the-waterways/canal-and-river-network%C2%A0).
• Find our how we make a difference here: how-we-make-a-difference (https://canalrivertrust.org.uk/about-us/how-we-make-a-difference).

About the role

Key accountabilities:

• In this role, you will ensure the implementation of the Trust’s agreed supporter journey’s, working with colleagues to develop off and online journeys. You will work collaboratively across the organisation to ensure that users of, and visitors to, our waterways have clear paths to support and that colleagues have clear processes and procedures to follow.
• You will work with the CRM Product Manager to ensure that the team are implementing the data flow processes to maximise fundraising effectiveness.
• Lead on development of the long-term programme to grow the Trust’s supporter care and stewardship programme, seeking to innovate and grow our external reputation in national benchmarking exercises. Including but not exclusively THINK Mystery Shopping and About Loyalty.
• Develop loyalty and retention models for new individual giving programmes, working closely with fundraising teams in Individual Giving and Legacies, as well as the marketing team to ensure the supporter care team delivers great stewardship content including our supporter magazine Waterfront, Webinars and Supporter Appreciation week.
• Brief, recruit and manage a range of agencies to deliver programmes, ensuring clear objectives and targets are set and reviewed and value for money sought. This includes banking, thanking, fulfillment and production of creative content where required (emails, stories, newsletters, magazines, etc).
• Supporting colleagues in fundraising, you will help steward supporters, creating engaged and meaningful relationships with a focus on improving donor retention KPI’s and Life-time value of each supporter. Work with our finance, IT, customer service and data teams to ensure that all supporter data and payments data are processed correctly and in line with compliance regulation.
• Act as the Directorate lead for monitoring and managing Fundraising complaints, managing our Fundraising Regulator and Chartered Institute of Fundraising Membership and reporting to the Fundraising Regulator and keeping abreast of the Codes of Conduct.
• Ensure the Supporter Care team acts as the lead for overall Directorate Fundraising compliance and standards – monitoring policies, procedures, process maps and governance documentation.
• Manage data entry procedures, policies and systems support for the programme, including working within our CRM systems.
• Provide great supporter service and care for our Friends and supporters; ensuring emails, phone calls and letters are all responded to and our supporters have an exceptional experience
• Manage the Supporter Care team including two executives & two assistant roles. Ensuring the executives provide great supervision on workstreams to the assistants.

Knowledge, Experience & Skills:

• Experience of working for a charity or not-for-profit.
• Experience of working in a fundraising or customer relations role with a track record of exceptional supporter/customer care.
• Experience of leading cross-departmental projects or initiatives with KPI/focused outcomes.
• Proven track record of developing and overseeing supporter journeys.
• Detailed knowledge of CRM’s will be an essential.
• Knowledge of data analysis, insights, fundraising compliance and GDPR will be essential.
• An evident passion for excellence in supporter experience or customer service with extensive understanding of up to date principles and models of working from the wider sector
• Exceptional attention to detail.
• Knowledge of SAP and Sugar CRM will be an advantage, but not essential.
• Good influencing skill.
• Ability to remain calm and work to tight deadlines.

We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.

What we offer

In addition to your annual base salary of £46,500, we also offer a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits we are also open to flexible working arrangements. These include:

• Competitive contributory DC Pension scheme arrangement, where we will double your contribution to a maximum of 10%.
• 25 days paid holiday (plus paid Bank Holidays), increasing to 30 days after 5 years.
• Home working status with ‘hub’ facilities available should you need the flexibility to work outside of home.
• Annual £200 personal learning & growth award to spend on any learning related activity.
• Free access to specialist counselling on a range of issues, e.g. health, financial, well-being and domestic matters.
• Access to a range of employee benefits including store discounts, boating holiday discounts and holiday purchase scheme.
• 2 days paid volunteering leave per annum, allowing you to volunteer for a local community project etc.
• Free fishing facilities across our canal network.

At the Trust we care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust. We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.

All candidates will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job.

When you join the Canal & River Trust you become a member of an engaged team working to preserve our heritage for future generations. Come and share your passion and knowledge with a team that makes a difference to millions of people every day.

Find out more about us on our website: https://canalrivertrust.org.uk/about-us

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other, Project Management, and Finance

• Industries

  Non-profit Organizations, Civic and Social Organizations, and Environmental Services

Referrals increase your chances of interviewing at Canal & River Trust by 2x

Sign in to set job alerts for “Care Manager” roles.

Milton Keynes, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 hours ago

Warrington, England, United Kingdom 4 hours ago

Hopton On Sea, England, United Kingdom 2 weeks ago

Peterlee, England, United Kingdom 3 days ago

New Business and Relationship Manager | Community Mental Health

Senior Business Development Manager - HealthTech - Public Sector & NHS

Greater Manchester, England, United Kingdom 1 week ago

London, England, United Kingdom 5 months ago

Dorchester, England, United Kingdom 6 days ago

Healthcare Partnership Manager - North West and Wales

Chester, England, United Kingdom 3 days ago

Northumberland, England, United Kingdom 1 week ago

Birmingham, England, United Kingdom 2 days ago

Senior Pharmacovigilance Manager, Case Processing

Greater London, England, United Kingdom 3 weeks ago

Nottinghamshire, England, United Kingdom 3 weeks ago

Rehab / Catastrophic Injuries Case Manager - HCPC / SWE / NMC

London, England, United Kingdom 2 days ago

Tring, England, United Kingdom 1 week ago

London, England, United Kingdom 1 month ago

Field Care Manager - South London Region

Kingston Upon Thames, England, United Kingdom 6 days ago

Field Care Manager - Gloucestershire/South Wales

Gloucester, England, United Kingdom 1 week ago

Hackney, England, United Kingdom 1 week ago

Rehab or Catastrophic Injury Case Manager - HCPC / NMC / SWE

Rehab or Catastrophic Injury Case Manager - HCPC / NMC / SWE

Rehab or Catastrophic Injury Case Manager - HCPC / NMC / SWE

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.