Supporter Care Manager. London, UK

Job Title: Supporter Care Manager

Department: Mass Markets, External Relations

Employment Category: Permanent

Employment Type: Full-Time (37.5 Hours)

Salary:£45,000 per annum

Location: London, UK

Work Arrangement: Hybrid

The International Rescue Committee (IRC) has developed expertise in responding to emergencies and helping uprooted communities rebuild. Founded in 1+33 at Einstein's request, IRC offers lifesaving care and life-changing assistance to refugees.

The IRC is committed to bold leadership, innovation, creative partnerships, and accountability to those we serve. We advocate for the most vulnerable.

IRC UK works to raise profile, deliver policy and practice change, and increase funding to help restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster.

The Mass Market team's mission is to inspire the UK public to financially support IRC. Having grown the individual giving programme, we are now looking for an experienced Supporter Care Manager to develop and professionalise our Supporter Services programme.

This role will focus on developing a first-class supporter experience, shaping strategy, and ensuring supporters have a positive and lasting relationship with IRC. Working in partnership with fundraising, gift processing, and CRM teams, you will oversee our external call centre.

KEY ACCOUNTABILITIES
Strategy and planning (30%): Create and implement a donor-centric Supporter Care strategy and priorities as part of the wider Mass Markets strategy
Manage 3rd party inbound call centre relationship and contracts: Lead on procurement of new services, ensuring all work carried out is to a high standard and represents value for money
Lead annual, quarterly, and monthly planning process: Define key deliverables and initiatives that advance the Supporter Care programme, ensuring all activities support the aims of the departmental strategy
Collaborate with global Supporter Care team members: Share best practice, new initiatives, and contribute to global projects
Manage and plan internal and external resource during peak times: Work closely with the Mass Market teams to increase connection across the department
Feed into fundraising planning: Provide insight, feedback, and themes from supporter communications
Identify and brief support requirements: Ensure the smooth running and enhancement of operations
Create and manage the Supporter Services expenditure budget: Reforecasts and provide first-class service to our supporters
Manage the third party inbound call centre: Brief them on upcoming campaigns and activity, monitoring their output
Liaise across Acquisition, Retention, and Legacy: Streamline response handling and supporter enquiries during campaign activity
Manage supporters who are fundraising on our behalf: Provide encouragement, fundraising support, and assistance across fundraising platforms
PERSON SPECIFICATION
Essential Knowledge and Experience: Leading or managing a supporter (or customer) care programme and strategy
Experience interacting with supporters: Customer service or customer-facing setting
Excellent written English: Produce well-written, strong communications and reports
Numerate with confident data interpretation skills: Excellent organisational skills
Strong IT skills: Microsoft packages (Word, Excel, PowerPoint, and Outlook)
Experience with a CRM system: Ability to communicate confidently and effectively with supporters
Candidates must have the right to work in the UK.

IRC UK strives to be an equal opportunities employer. IRC UK is committed to equality of opportunity and to non-discrimination for all job applicants and employees. Read more