Transform Lives with Children Believe!
Join us to help break the barriers to education that steal children’s choices one by one until they have none. Together, we can foster an environment where education unlocks a world of choices, nurturing creativity, resilience, and hope for a better tomorrow. At Children Believe, we won’t stop until every child can dream fearlessly and grow up to live the life they choose to live.
Children Believe is currently recruiting for the following position:
Manager, Supporter Care & Experience
Canada Office
The Manager, Supporter Care & Experience is the frontline lead in the retention and cultivation of our supporter base. The Manager will lead in the delivery of exceptional supporter service and is a key support to the Director, Supporter Operations & Engagement, in building and implementing stellar experiences that are data informed through robust supporter feedback loops. The Manager will oversee the training, development, and coaching of the call centre team staff, and support the optimization of fundraising opportunities
This role includes, but not limited to:
Call Centre Management & Operations 40%
- Develop and execute on supporter care strategies to engage supporters, increase gifts and grow retention
- Lead and conduct regular quality assurance monitoring and reporting on performance against KPIs, including phone and email interaction reviews and calibrations.
- Act as lead and day-to-day operation contact for call center vendors, manage invoicing, and ensure alignment in quality standards and service level agreement standards are met
- Identify and implement systematic and workflow changes to continually improve supporter experience and team efficiencies.
- Ensure timely handling of escalations, incident reporting and follow-ups to ensure proper closure and documentation in line with established procedures and best customer experience practices.
- Manage and assign as needed administrative support tasks relating to retention and stewardship of the supporter file.
Team Leadership & Coaching 40%
- Provide ongoing coaching and feedback to build and strength supporter service and experience.
- Lead daily team operational activities such as check-ins, priority setting, and information dissemination.
- Lead in hiring, onboarding, and skill development of staff to ensure adherence to organizational standards and build a culture of trust, respect, and collaboration.
- Create and continually update training and process documents for Supporter Care operations.
- Work effectively across the Marketing & Development team and its sub-units to provide supporter experience expertise and collaborate to deliver wider team strategical objectives.
Voice of the Supporter & Insight Integration 20%
- Support the Director in collecting, collating, and synthesizing supporter feedback and performance insights into experience and campaign improvements, and wider supporter engagement strategies.
- Generate reports and analysis using call center metrics and CRM information to identify supporter behaviour trends and challenges.
- Lead donor sentiment collection initiatives, including surveys, interviews, and qualitative research.
- Champion the “Voice of the Donor” across the organization, ensuring supporter needs inform decision-making.
The ideal candidate possesses:
- Post-secondary diploma or degree in Business Administration or Fundraising.
- Four years of relevant experience in customer/donor service or contact centre environments.
- Experience leading or supervising and building frontline teams
- Experience in leading or supervising frontline teams in a customer service or contact center environment
- Demonstrated results in performance optimization, service excellence and continuous quality improvement and monitoring
- Training and experience in creating training documentation/tools
- Comfortable working in a fast-paced environment with shifting priorities and service demands
- Familiarity with survey and experience management platforms such as Survey Monkey, Qualtrics, or Customer Voice is an asset
- Proven experience in data analysis, reporting and problem-solving skills
- Ability to work confidentially with sensitive donor and financial information
- Excellent interpersonal skills with a team-centered leadership style, ability to pro-actively manage issues, and build performance capability
- Strong computer software skills (Microsoft Office) and experience with customized databases
- Experience in project management an asset
- An understanding of international development is an asset
- Willingness and ability to travel overseas, if required.
Attributes, Traits, Behaviours:
- Dynamic team leader and motivator
- Accountability for results; results based management
- Collaborative mind-set
- Service oriented
- Organized and detailed oriented
- Willing to try and problem solve
- Growth mindset and shows curiosity
- Ability to manage multiple projects
- Clear communication skills
Type: Hybrid
Our Hybrid Workplace Program is a flexible work arrangement that permits employees to work remotely while also occasionally being required to come into the Organization’s office. If approved to work from home as part of our Hybrid workplace program; the incumbent must be available to work from the Organization’s office from time to time as determined by the supervisor or as otherwise directed by the Organization.
Compensation: Between $64,000 - $80,000 annually based on experience.
We value our employees and offer a comprehensive benefits package to support your professional and personal growth:
- Competitive Compensation Package: We provide an attractive compensation package with clearly stated hiring ranges.
- Flexible Work Environment: Enjoy a flexible work environment, including hybrid work options, flexible hours, “No Meeting Mondays,” and the option to work up to 20 days out of province per year.
- Comprehensive Benefits Plan: Our group benefits plan includes health and dental coverage, an Employee and Family Assistance Program (EFAP), and RRSP matching up to 5%, starting from day one.
- Health Spending Account: Access to our $500 Healthcare Spending Account to top up expenses not covered in the benefits program
- Performance Incentives: Participate in our Pay for Performance Plan with up to 6% performance incentive pay.
- Professional Development: Benefit from 5 paid professional development days and experience professional growth through a variety of learning opportunities.
- Paid Time Off: Enjoy an annual Christmas closure, receive 2 float days, and have access to up to 10 sick day
- Generous Vacation Policy: Enjoy 4 weeks paid vacation with incremental increase every 5 years up to 6 weeks.
- Other Employee Perks: Take advantage of our Employee Discount Program and various other perks designed to enhance your overall well-being and work-life balance.
Application Process:
If you believe you have that unique combination of a not-for-profit heart combined with the skills and interest for the “Manager, Supporter Care and Experience” position, then click the “Apply” button found at the bottom of this screen.
Applicants must be legally eligible to work in Canada.
Consistent with our Child Protection/Safe-Guarding Policy the successful candidate must receive clearance by a criminal record check.
Children Believe is committed to diversity in the workplace and is an equal opportunity employer.
Children Believe is committed to providing workplace accommodations. If you require an accommodation, inform us and we will work with you to meet your needs.
We thank all applicants for applying, however, only candidates selected for an interview will be contacted.
Please note that this posting is for an existing vacancy at Children Believe. All applications are reviewed by our hiring team and AI is not used to screen candidates.
People & Culture Team
Children Believe
