Description
Welcome to MAP
About the Role
Join MAP and help deliver exceptional care for our supporters.
Medical Aid for Palestinians (MAP) works for the health and dignity of Palestinians living under occupation and as refugees. We deliver life-saving medical care and strengthen health systems for those worst affected by conflict, occupation, and displacement in the occupied Palestinian territory and Lebanon. We're looking for an experienced and motivated Supporter Care Manager to lead our Supporter Care team. You'll oversee our supporter care operations, ensuring every donor, fundraiser, and campaigner receives outstanding, empathetic service. You'll also champion the voice of our supporters across MAP, ensuring their experiences shape our work.
What you'll do:
* Lead and inspire our Supporter Care team (3 direct reports), fostering a supportive, high-performing environment.
* Oversee income and data processing, enquiry handling, and complaint management.
* Drive continuous improvements in systems, processes, and supporter experience.
* Monitor KPIs, report on performance, and implement service enhancements.
* Ensure compliance with GDPR, the Fundraising Code, and other relevant regulations.
* Collaborate with teams across MAP to deliver supporter-focused solutions.
About You
What we're looking for:
* Proven experience leadership in a customer or supporter care function, ideally in a charity setting.
* Strong people management skills, with the ability to coach, motivate, and develop teams.
* Excellent communication skills and a genuine passion for delivering exceptional supporter experiences.
* Experience improving processes and meeting/exceeding service level agreements.
* Good understanding of compliance in a supporter care context (GDPR, the Fundraising Code, Direct Debits, Gift Aid).
* CRM experience (Microsoft Dynamics desirable).
Why work with us?
At MAP, you'll join a locally-led, values-driven organisation making a tangible difference for the health and dignity of Palestinians. We offer a supportive team culture, opportunities for development, and the chance to play a key role in strengthening relationships with tens of thousands of people committed to our mission.
Disclaimer
MAP reserves the right to close this advert before the confirmed closing date when we are in receipt of sufficient applications.
We would therefore advise interested applicants to apply as early as possible. Due to the high volume of applications, we receive, we are unable to respond to every application. If you have not heard from us within two weeks of the deadline, then you have not been successful in shortlisting
About Medical Aid for Palestinians
Medical Aid for Palestinians (MAP) works in partnership with Palestinian communities to uphold their rights to health and dignity. We do this by developing effective, sustainable and locally-led healthcare services, providing medical aid during emergencies, and campaigning to break down the barriers to Palestinian health and healthcare today and for the future.
MAP has a zero tolerance policy with regard to Sexual Exploitation and Abuse by MAP's personnel against the people they serve. Protection from Sexual Exploitation and Abuse (PSEA) is the responsibility of everyone, and all selected candidates will be required to comply with MAP's PSEA Policy at all times. Selected candidates will therefore undergo rigorous reference and background checks against their past behaviour related to sexual exploitation and abuse, and may be required to provide additional information further on in the selection process.