Supporter Services Manager

Location: London

Salary: £50,973 per annum

Employment type: Permanent

Department: Fundraising

Division: Supporter Services

Hours per week: 35

About us

Crisis is the national charity for homeless people. We know that homelessness is not inevitable. We know that together we can end it.

It is an exciting time to join the Fundraising team at Crisis as we build on growth of recent years and prepare for a data and digital transformation that will enable us to deliver exciting new experiences for our many loyal supporters. Due to the current post holder retiring after many years in the role, we are now looking to bring in a new Supporter Services Planning Manager, as we look to build on the success of the Fundraising team at Crisis.

About the role

As Supporter Services Planning Manager, you will be responsible for our Supporter Care activity across both internal and external resources. Internally, you will oversee our Supporter Care team, supporting them to develop systems, processes and technology to meet the changing needs of our supporters. Alongside this, you will also oversee a strategic approach to maximising income through Gift Aid.

Externally, you will be responsible for the relationships with our fulfilment suppliers, maintaining and developing SLAs, monitoring KPIs and ensuring the highest possible standards of care is delivered in line with Crisis’ values.

About you

To be successful in this role you will be passionate about delivering outstanding supporter care across multiple touchpoints. You will have experience of managing external suppliers and response handling agencies, as well as an ability to work across multiple internal teams and departments to coordinate fulfilment activity and deliver outstanding experiences for our supporters. You will be an excellent planner and have experience of managing a £1m+ budget and the associated forecasting, reporting requirements.

We believe diversity is a strength and our aim is to make sure that Crisis truly reflects the communities we serve. We are actively working towards our organisation being a place where everyone can thrive and make their best contribution to our mission of ending homelessness for good. We know that the more perspectives, voices and experiences we can bring to this work, the better. We particularly welcome applications from people who have lived experience of homelessness. ​​​​​​​

Working at Crisis

As a member of the team you will have access to a wide range of employee benefits including:

· Interest free loans to purchase a train season ticket or a bike or for a deposit to secure a tenancy

· Mandatory pension scheme, with an employer contribution of 8.5%

· 25 days’ annual leave which increases with service to 28 days

Alongside our excellent staff benefits, we will support your ongoing development to build your skills, experience and career.

When you join us you will have the opportunity to join our staff diversity networks, which aim to champion issues across the organisation, enable staff to be their authentic and best selves and contribute to making Crisis a truly diverse organisation.

How to apply

If this sound likes the opportunity for you, please click on the 'Apply for Job' button below.

Closing date: Sunday 31st October 2021 (at 23:59)

Interviews will be held week commencing 8th November 2021


We welcome applications from people who identify as neuro diverse and want our recruitment process to be as accessible as possible. If you need us to make an adjustment or provide additional support as you apply for a role, please email and our Recruitment team will contact you to discuss how we can help.

For more information about our work please visit:

To see our work in action please visit:[DS1]

Registered Charity Numbers: E&W1082947, SC040094


The closing date for this job has now passed.