Donor Relations & Experience Manager

Acorns Children's Hospice have an exciting new opportunity for a Donor Experience Operations Manager to translate strategy into operational delivery, ensuring supporters feel valued, recognised and connected to the impact of their support. You’ll manage our Donor Experience function and ensure every supporter receives an exceptional experience with Acorns. This role combines team leadership, supporter care, income processes and operational excellence, helping us deliver a world-class donor experience and achieve Acorns ambition of becoming the charity of choice in the West Midlands.

Interview Date:

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.

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Expand your knowledge and your network by being a part of Hospice Income Generation Network, an organisation driven by the needs of our members
Gain yourself access to subsidised training delivered by sector leaders, practical peer to peer support, fundraising resources,exclusive website content, cost effective professional development and much more.

Membership is open to anyone who works within hospice fundraising, including NHS and children’s hospices. Please note that hospices whichare part of a national charity are not eligible for Hospice Income Generation Network membership.