An exciting opportunity has arisen for a Senior Supporter Care Manager to join a well-respected charity based in London.
This is a full-time, permanent role leading the Supporter Care team to deliver exceptional donor stewardship and first-class supporter experiences, ensuring every supporter feels valued and connected to the charity’s mission.
Key responsibilities of the role:
• Lead and develop the Supporter Care team to deliver outstanding service and supporter communications
• Oversee donation processing, Gift Aid, and thanking procedures, ensuring accuracy and compliance
• Develop and implement strategies to enhance supporter satisfaction, retention, and engagement
• Use data and insight to improve processes and inform supporter journey development
• Manage and resolve complaints and sensitive enquiries effectively and professionally
• Collaborate with fundraising and communications teams to ensure a consistent, high-quality supporter experience
• Produce regular reports on performance, supporter feedback, and key metrics
Ideal candidate profile:
• Strong experience in supporter care, customer service, or donor relations, ideally within a charity environment
• Proven people management skills, with the ability to motivate and develop a team
• Excellent communication, organisation, and problem-solving abilities
• Confident working with CRM systems such as Raiser’s Edge or Salesforce
• Knowledge of data protection and fundraising compliance
• Passionate about delivering excellent supporter experiences and continuous improvement
Location: Central London
Salary: £51,000 per annum
Working hours: Full-time, 35 hours per week
Working pattern: Hybrid (2 days per week on-site)
Contract: Permanent
This vacancy is being actively shortlisted, so early applications are encouraged. We are an equal opportunities employer and welcome applications from all backgrounds.