Save the Children is no ordinary not-for-profit.

We’re ambitious, creative and outspoken. We stand up for children’s rights. We want all children to be educated, healthy and live a life free from violence. We run programs in Australia and overseas and, if there’s a disaster – like an earthquake, drought or conflict – we are there on the ground.

Where you come in:

We’re seeking expressions of interest for a Supporter Care Manager to join us in Carlton* as part of the Supporter Engagement team. This is a full-time permanent position. Reporting to the Head of Fundraising, you will lead the in-house customer service teams and work with the Senior Fundraising team to build engagement and lifetime value with individual donors.

You will make an impact by:

• Managing, coaching, and developing the Supporter Care team, driving a high-performing culture committed to excellent standards of client service
• Leading the development, implementation, and delivery of the Supporter Care strategy
• Delivering against annual service benchmarks including retention and loyalty targets
• Overseeing escalations from supporters, handling complaints and feedback processes, and increasing retention rates of donors

* while based in Carlton this position will be worked in a hybrid style.

Does this sound like you?

You’re a compassionate and empathetic supporter advocate who strives for, and builds, the highest standard of customer service. You are confident that you can passionately support Save the Children’s purpose by managing the Supporter Care strategy.

This role requires:

• Highly developed leadership skills with a proven ability to develop, manage, and motivate high performing teams
• Proven experience in strategic development and review
• Demonstrated experience in a similar role in supporter care/customer service including retention of donors/customers
• Experience in developing concepts and executing across various channels
• Ability to use a relational database (Microsoft Dynamics)

Working at Save the Children is more than just a job.

It’s the feeling of knowing that your work is contributing to making the world a better place for children and working with others who feel the same. In addition to a connection to social causes, you will have access to:

• Individual learning plans to assist in your career development
• Internal employment and development opportunities
• Friendly and flexible work environment
• Flexible working, including the ability to work from home (WFH)
• Pet friendly work environment
• Child friendly work environment
• Support for workplace wellness, including access to our Employee Assistance Program (EAP)
• Competitive salary + super, together with full salary packaging benefits (please use this link to see how much this benefit could mean to you!)
• Additional annual leave options available

For more information regarding our employee benefits, please follow this link.

Sound interesting?

We’d love to hear from you. Submit your cover letter and resume by clicking on the ‘Apply’ section.

Applications close 4pm AEST, Wednesday 28th June 2023.

Position Description – Supporter Care Manager

For more information about this position, please contact our Head of Fundraising, Nikki Kerridge on [email protected]

We have tested our application process with diverse groups in mind, with the intent to ensure it’s straightforward and accessible for all to apply. Diversity and inclusion are fundamental to our culture and improve our ability to reach our most vulnerable client groups. But we also know there is no one-size fits-all when it comes to recruitment – so if we didn’t quite hit the mark for you, please let us know! We’re dedicated to ensuring Save the Children Australia is a workplace suitable for all people and can modify our processes to suit you – no matter your race, ethnicity, gender, age, disability, sexuality, neurodiversity, culture and beliefs.

Save the Children Australia is a child-safe organisation. All employees are required to undergo a National Police Check, a Working with Children Check, and sign our Child Safeguarding Policy and Code of Conduct. We also support the Inter-Agency Misconduct Disclosure Scheme. You can read about the Scheme and our commitment to Safeguarding here.