Supporter Care Manager

Ashby Jenkins Recruitment Ltd; Greater London; Remote; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Flexible hybrid working

Generous annual leave

Excellent pension scheme

Job summary

Ashby Jenkins Recruitment Ltd is assisting a leading UK children's charity to recruit a Supporter Care Manager on a permanent, full-time basis. The role is home-based with one day a month in the London office, offering flexible hybrid working and a generous benefits package.

You will lead a busy supporter care function, shaping stewardship and retention strategies, ensuring exceptional supporter experiences and compliance across fundraising activities.

Qualifications

• Significant experience managing and developing high-performing customer service or supporter care teams, including hybrid teams.
• Strong knowledge of fundraising compliance, supporter care best practice and GDPR requirements within a fundraising environment.
• Experience using performance frameworks, KPIs and SLAs to drive service improvement, alongside excellent stakeholder management skills.

Responsibilities

• Lead and develop a busy supporter care team.
• Oversee service delivery, performance, complaints management, compliance and supporter stewardship.
• Collaborate with fundraising, marketing, retail and senior stakeholders to improve the supporter journey.
• Use insight and data to drive continuous improvement and enhance the supporter journey.

Skills

Significant experience in management

Fundraising compliance knowledge

KPIs & SLAs experience

Job description

Salary: £36,337 – £42,271
Contract: Permanent
Location: Home-based (1 day per month in London office)
Closing date: ASAP
Benefits: Flexible hybrid working, generous annual leave, excellent pension scheme
We are delighted to be recruiting a Supporter Care Manager for a leading UK children's charity that has been changing childhoods and supporting young people and families for over 100 years. Reporting to the Head of Supporter Care, Services and Fundraising Compliance, this is a fantastic opportunity to shape and lead a high-performing supporter care function at the heart of a large and respected fundraising operation. You'll play a pivotal role in ensuring supporters receive an exceptional experience while helping to develop innovative stewardship and retention strategies that maximise long-term engagement.
As part of this role, you will lead and develop a busy supporter care team, overseeing service delivery, performance, complaints management, compliance and supporter stewardship. You will work collaboratively with fundraising, marketing, retail and senior stakeholders across the organisation, using insight and data to drive continuous improvement and enhance the supporter journey.
To be successful as the Supporter Care Manager, you will need:

• Significant experience managing and developing high-performing customer service or supporter care teams, including hybrid teams.
• Strong knowledge of fundraising compliance, supporter care best practice and GDPR requirements within a fundraising environment.
• Experience using performance frameworks, KPIs and SLAs to drive service improvement, alongside excellent stakeholder management skills.