Donor Experience Operations Manager

About the Role

As Donor Experience Operations Manager, you'll lead the operational delivery of supporter care, stewardship and income administration activities across Acorns, working closely with colleagues across Fundraising, Marketing & Communications, Finance, Retail and Care. You'll oversee the end-to-end supporter income lifecycle, ensuring robust processes, strong financial controls and excellent service standards are maintained throughout the supporter journey.  

Key responsibilities include:

• Leading, developing and supporting three Donor Experience Officers to deliver a high-performing, supporter-focused service.  
• Managing supporter care operations, acting as an escalation point for complex enquiries, complaints and service issues.
• Overseeing donation processing, banking, acknowledgements, reconciliations and income administration activities.  
• Managing and improving end-to-end supporter and donation processes to maximise efficiency, accuracy and supporter satisfaction.
• Coordinating the delivery of stewardship activities, supporter communications and supporter journeys.  
• Identifying and implementing opportunities for process improvement, automation and operational efficiency.
• Working collaboratively across teams to continuously improve supporter experiences and fundraising operations.

About You

We're looking for someone who combines strong operational management skills with a genuine passion for supporter care and donor experience excellence. You'll understand the importance of balancing efficient processes and controls with delivering meaningful experiences.

You'll be confident leading a team, managing complex operational processes and identifying opportunities to improve ways of working. Whether you're overseeing income administration, resolving supporter issues or implementing process improvements, you'll take pride in delivering high standards and achieving positive outcomes for supporters and colleagues alike.

You'll bring:

• Experience managing operational processes, service delivery functions or supporter care activities.
• Experience overseeing income administration, financial processing or fundraising operations.
• Experience managing and developing individuals or small teams.
• Experience identifying and implementing process improvements and efficiencies.
• Experience using CRM systems such as Donorfy, Raiser's Edge, Salesforce or similar.
• Strong organisational, analytical and problem-solving skills.
• Excellent communication and relationship-building skills.
• A proactive, collaborative approach and a commitment to delivering exceptional supporter experiences.

This role would suit candidates with experience as a Donor Experience Manager, Supporter Services Manager, Supporter Care Manager, Fundraising Operations Manager, Customer Experience Manager, Customer Service Manager, Service Delivery Manager, Membership Services Manager, Operations Manager or Relationship Manager.

We would welcome applicants from charity, healthcare, membership, financial services, retail and customer service backgrounds who have experience leading teams, improving operational processes and delivering excellent customer or supporter experiences.

About Acorns Children's Hospice

At Acorns, we provide specialist palliative care and support for children with life-limiting and life-threatening conditions and their families across the West Midlands. We support families in our hospices, in their homes and within the community, providing care wherever and whenever it's needed.

As one of the UK's largest children's hospice charities, we need to raise more than £14 million every year to fund our vital services. Every supporter who donates, fundraises or campaigns for Acorns helps make that care possible. The Donor Experience team plays a crucial role in nurturing those relationships and ensuring every supporter understands the impact of their generosity.

What We Offer 

• £40,000 per annum
• 37.5 hours per week
• Hybrid role - based in Birmingham and home working 
• Employee discounts from leading retailers – including the Blue Light Card
• Discounts on refurbished tech
• Health cash plan
• Gym membership and equipment discount scheme
• Bike2Work scheme - save up to 42% on bikes and equipment 
• Wellbeing, legal and financial support
• Career development through our Acorns Academy offering leadership, coaching, fundraising, clinical training and more.   
• Generous contribution to group personal pension plan (7.5%) or continuation of current NHS pension scheme
• NHS pension scheme life assurance or Acorns group life assurance scheme
• Annual leave entitlement increases with length of service 

Interviews are scheduled to be held on 12 November

You need to be eligible to work in the UK to be considered for this role. We are committed to safeguarding children and vulnerable adults and therefore any successful candidate will be asked to provide two satisfactory references.

As a UNICEF Gold Rights Respecting organisation, we are committed to ensuring that the United Nations Convention for the Rights of the Child is embedded into both culture and practice within the organisation. As an employee you will be a Duty Bearer for Children’s Rights and support all children to be Rights Holders.

If you have any questions, please contact us at recruitment@acorns.org.uk

Find out about our culture, career development, benefits and more here: Why Work for Acorns?