A Children's charity based in Central London are looking for a Supporter Care Manager. The successful candidate will support the Head of Supporter Experience and charity with effective supporter stewardship, response handling, complaint management and administration. The majority of the role will be managing the Supporter Care Team to respond appropriately to supporters, improving supporter relationships and supporter journey in order to give an increased lifetime value and increase supporter retention.

Key responsibilities
Line manage and ensure the smooth running of the Supporter Care Team
Monitor, review and carry out appraisals for the team
Write templates for thank you letters for IG liaising with the project manager
Monitoring and report on Supporter Care KPI
To ensure response handling and complaint management operations process is efficient and there is due process to provide an excellent service to our supporters to aid retention.
Adhere to data protection legislation
Volunteer at other charity events when required e.g. London marathon, special events, etc.


Person specification
Working knowledge of customer or supporter databases
Understand the administrative processes required to log Gift Aid
Experience of office work and administration.
Experience of customer services and liaising with supporters across a variety of channels
Experience of handling responses from a range of marketing media such as direct mail, email and advertising
Planning, implementing and evaluating of marketing programmes
Using marketing to develop supporter or customer relationships
Experience of data capture of Gift Aid, supporter preferences and suppressions to give a better experience for the supporter
Line management; Training, supporting, coaching and developing a team/individual to achieve objectives