Senior Data and Supporter Services Manager

Job Description ​​and Person Specification

Job title:  Senior Data and Supporter Services Manager

Reporting to: Head of Fundraising           

Location: Hybrid London                 

Contract type:  Permanent 

Hours per week: Full time-35 hours                      

Salary & Grade: £50,823-£53,498 per annum

Our Vision: A UK where “No good food goes to waste”. 

We are UK’s national network of charitable food redistributors, made up of 18 independent organisations. Together, we take good quality surplus food from right across the food industry and get it to approximately 8,500 frontline charities and community groups.  Every week we provide enough food to create almost a million meals for vulnerable people.

There has never been a more exciting time to join an organisation at the heart of public consciousness.  For more information visit:  www.fareshare.org.uk

FareShare is an equal opportunity employer, and we welcome applications from all backgrounds and abilities and as a Disability Confident Employer, we provide reasonable adjustments.

We aim to recruit from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our charity stronger. If you share our values and our commitment to redistributing surplus food, come and join us. 

The role 

The postholder will lead on developing and delivering a first-class fundraising operations, data management, and supporter services function to support anticipated growth in our fundraising activity, especially public fundraising. The postholder will lead on the ultilisation and optimisation of our newly implemented Salesforce database and support a step-change in our supporter services function and wider fundraising business processes. 

You will work closely with colleagues to develop new systems and lead on providing strong product management for the fundraising CRM and ensuring excellent supporter care and compliance across our fundraising streams.  income processing. You will develop and implement annual plans, manage a growing team, and work closely with staff across the organisation, including the Fundraising, External Affairs, Info Centre, and Finance teams.

Main areas of responsibility 

Leadership and Team Management:

• Provide inspiring and motivating leadership and coaching for the Fundraising Operations team.
• Lead a team that is supporter-centric, ensuring delivery of an outstanding level of tailored customer service across various channels.
• Develop and deliver operational business plans and budgets for the Fundraising Operations team.
• Act as an active member of the Fundraising Senior Management Team to embed a vision of ‘one team, one target’ to ensure income and supporter stewardship opportunities are maximised.

Stakeholder Management:

• Act as trusted advisor across Fundraising, Info Centre, Finance and Marketing teams.
• Communicate effectively with stakeholders, providing updates on progress and gathering feedback. 
• Work within set SLAs & standards for all services provided.

Salesforce Product Ownership:

• Develop and maintain a product vision and roadmap aligned with fundraising goals and objectives.
• Prioritise and manage the Salesforce product backlog, ensuring the delivery of high-value features.
• Work with internal and external technical teams to communicate requirements and ensure the successful implementation of solutions.
• Conduct requirements gathering sessions with stakeholders.
• Document and analyse business processes and workflows.
• Translate business requirements into functional specifications for the development team.

Data Management, Analytics and Reporting:

• Ensure the development of our data architecture in line with business needs.
• Ensure all required imports into Salesforce are carried out, and errors are resolved.
• Ensure that our systems support robust income processing including tracking income sources and reconciliation processes with our finance system.
• Ensure data accuracy, consistency, and integrity for Fundraising, including performing regular data audits, cleaning, and deduplication.

• Work with the Data Analysis and Insights Manager to ensure monthly, quarterly, and annual KPI reporting is provided to the Fundraising team, the Chief Income and Engagement Officer, and the Trustees.
• Ensure fundraising team leads are provided with data insights and analysis to facilitate the effective and data-led planning of fundraising activities and cultivation. Provide post-activity analysis to contribute to the department’s continuous improvement of its fundraising activities and thereby maximise income.

Fundraising Operations and Supporter Services:

• Ensure systems effectively support and prioritise workflow across the Fundraising Operations team and utilise to manage across the team.
• Accountable for accurate reconciliation of finance and Fundraising CRM systems within defined timeframe from month end.
• Accountable for the management of Gift Aid Declarations in Salesforce, and work with the Finance team to manage the monthly Gift Aid claim.
• Work with the Supporter Services and Compliance Manager and wider Fundraising team to ensure appropriate and complaint business processes are in place and kept up-to-date.
• Oversee the develop and management of robust processes for monitoring and responding to supporter complaints. Ensure the development and delivery of management information related to supporter complaints.
• Oversee the management of relationships with external fulfilment houses, payment providers (Stripe, GoCardless), and fundraising platforms (Enthuse, Just Giving, CAF, CAF America) on behalf of FareShare to ensure compliance and optimal supporter experience.

Fundraising Compliance, Policy Development and Risk Management:

• Work with the Fundraising team and with Fundraising SLT to ensure relevant and compliant policies are in place and kept up-to-date.
• Develop and implement approval processes to ensure compliance of Fundraising activities across all relevant areas of legislation (GDPR, PECR, Gift Aid, Code of Fundraising Practice)
• Work with the Fundraising and Marketing teams to ensure compliance in Data Protection legislation (GDPR and PECR) across fundraising campaigns and activities.
• Ensure DPIAs (Data Protection Impact Assessments) are undertaken when needed and escalated as appropriate.
• Ensure all Fundraising Gift Aid processes and records are in line with HRMC requirements. Support the Finance team with any HRMC Gift Aid audit.
• Advise the Fundraising team on appropriate implementation of the Code of Fundraising Practice across their activities to ensure compliance.
• Ensure compliance with FareShare gift acceptance policy through the management of the due diligence process.
• Be responsible for drafting and maintaining fundraising policies to ensure compliance with all relevant legislation and best practice.
• Manage the fundraising risk register ensuring risks are documented, understood, managed, and escalated as appropriate.
• Act as a trusted advisor to senior stakeholders on fundraising compliance.

Person Specification 

Essential Criteria 

• Experience in leading and managing a team or function, and strong motivator of people.
• Strong knowledge of Salesforce or another similar CRM, particularly in relation to fundraising and donor management. 
• Proficiency in data analysis and reporting within Salesforce or another similar CRM, particularly in relation to fundraising in a non-profit organisation.
• Strong understanding of fundraising supporter services and data management processes, and best practices. 
• Understanding of financial reconciliation processes and the role of a CRM in effectively managing income processing.
• High level of knowledge of the fundraising regulatory environment, including the Fundraising Regulator Code of Practice, HRMC Gift Aid regulations, GDPR and PECR.
• Experience of supplier management (ideally within a customer-facing service environment) with the ability to proactively manage supplier contracts and relationships to maintain the best-possible service and value.
• Excel to an advanced standard, as well as Microsoft Word, Outlook, and PowerPoint.
• Excellent project management skills, with the ability to manage multiple projects simultaneously. 
• Strong analytical and problem-solving skills. 
• Exceptional communication and interpersonal skills, with the ability to work effectively with diverse teams and to understand and communicate technical and legal/compliance concepts to non-technical stakeholders. 
• Proven experience of implementing significant process improvements and co-ordinating with teams across an organisation.

Desirable Criteria 

• Experience of leading supporter services in a fundraising environment
• Knowledge of Salesforce.
• Experience of writing high-quality policies and procedures.

Competencies and behaviours 

• Leadership – understands how to unite and motivate a team behind a shared vision and purpose.
• Business thinking - understands the purpose and objectives of FareShare and their relevance to the role.
• Personal impact - personally accountable for delivering effective, quality outcomes.
• Credibility - secures the confidence of others quickly and to work effectively as an ambassador for FareShare.
• Passion for results - understands what constitutes the highest level of performance as perceived by peers and stakeholders.
• Judgement - making sound and timely decisions which are evidence-based.
• Evidence of continued professional development.
• Excellent attention to detail; methodical and organised
• Ability to adapt to changing priorities and work in a fast-paced environment.
• An understanding of and commitment to FareShare’s mission. 
• A commitment to Equality, Diversity, and Inclusion. 
• Flexibility and collaborative style of working across FareShare and with all our stakeholders.

​​Application process​  

For any further questions on this please email recruitment@fareshare.org.uk  

Benefits

• Hybrid / Flexible working, with regular UK travel
• 28 days’ annual leave + 8 bank holidays
• Employers pension contribution
• Employee Assistance Program
• Interest free bicycle purchase loan scheme
• Season ticket loan

Closing date for receipt of applications is Monday, 3rd February 2025 11:59pm