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Supporter Services Lead

2 months ago

City of London, Greater London, United Kingdom Comic Relief Full time
Supporter Services Lead

Join Comic Relief as a Supporter Services Lead and play a pivotal role in ensuring every supporter's interaction with our organization is positive, memorable, and contributes to long-term relationships.

About the Role

This is a 12-month fixed-term contract, covering maternity leave, and offers a unique opportunity to work in a hybrid environment, with three days a week working from home.

Key Responsibilities
  • Manage the Supporter Care Team and external providers to contribute to Comic Relief's strategic ambitions, focusing on income growth and brand reputation management.
  • Oversee the management of inbound communications from the public, ensuring consistent management according to agreed organizational positions and relevant legislative requirements.
  • Lead, develop, and inspire the Supporter Care team to effectively steward, develop, and retain supporters through strong one-to-one supporter care.
  • Contract, lead, and manage external third-party fulfillment agencies and suppliers, ensuring processes are in place to effectively monitor and manage performance.
  • Operate as a cross-organizational leader within the Fundraising & PR team, representing the Supporter Care team and Comic Relief supporters.
Requirements
  • Experience of managing supporter engagement operations, including a working knowledge of relevant regulatory frameworks.
  • Experience of working in a high-volume public fundraising environment.
  • Experience of working with Customer Relationship Management systems and tools.
  • Line management and budget management experience.
  • Experience contracting with, leading, and managing performance of external agencies.
What We Offer
  • Flexible working hours.
  • Work from home option.
  • Life Insurance.
  • Wellness programs.
  • Employee Assistance Programme.
  • Enhanced maternity and paternity leave.
  • Paid emergency leave.
  • Sabbatical Opportunities.
  • Professional development.
  • Mentoring/coaching.
  • Paid volunteer days.
  • Payroll giving.
  • Salary sacrifice.
  • Team social events.
  • Extracurricular clubs.
  • Cycle to work scheme.
  • Free fruit.

Comic Relief is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to building a diverse, inclusive, and authentic workplace.