Supporter Care Manager

Canal & River Trust; Leeds; Remote; GBP 46,000 - 55,000; Full time

Job summary

Join a leading charity as a Supporter Care Manager and make a significant impact on supporter experiences. You will develop and implement a best-in-class stewardship programme, ensuring every supporter feels valued. This role involves collaboration across teams to enhance fundraising effectiveness and retention, while also managing a dedicated team. Enjoy competitive benefits, including a generous pension scheme and flexible working arrangements.

Benefits

Competitive Pension Scheme

25 Days Paid Holiday

Annual Learning Award

Free Access to Counselling

Employee Discounts

Volunteering Leave

Free Fishing Facilities

Qualifications

• Experience in fundraising or customer relations with a track record of exceptional care.
• Proven track record of developing and overseeing supporter journeys.

Responsibilities

• Lead the development of a supporter care programme to enhance loyalty.
• Manage data entry procedures and ensure compliance with fundraising standards.

Skills

Customer Relations

Data Analysis

Project Management

Attention to Detail

Influencing Skills

Education

Experience in Charity Sector

Tools

CRM

MS Office

Job description

Job Purpose

Job Title: Supporter Care Manager

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-netwo...).
• Find our how we make a difference here: how-we-make-a-difference (https://canalrivertrust.org.uk/about-us/how-we-make-a-difference).

Knowledge, Skills/Qualifications & Experience

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 Fundriasing compliance and standards - monitoring policies, procedures, process maps and govenance 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
• IT skills including MS Office (Word, Excel, Outlook, PowerPoint), fundraising databases, MS Teams
• 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