KNOWLEDGE, SKILLS & ABILITIES

• Proficiency in Microsoft Office software (especially Office365), and experience with Customer Relationship Management (CRM) and data analysis and reporting systems.
• Working knowledge of donor engagement, fundraising, and supporter service principles.
• Familiarity with campaign planning and execution in non-profit or fundraising environments.
• Proven ability to design and deliver training and development initiatives.
• Knowledge of quality assurance and training program development.
• Proficiency in digital communications systems (e.g., call centres, texting platforms).
• Ability to synthesize data into insights for decision-making and continuous improvement.
• Effective collaborator with cross-functional teams, fostering an inclusive, team-oriented environment and prioritizing collective success.
• High awareness of diverse perspectives, with the ability to handle confidential and complex situations with discretion and thoughtfulness.
• Excellent written and verbal communication skills, capable of clearly articulating ideas and strategies across all organizational levels and to external audiences.
• Proven ability to manage multiple projects and resources effectively, showcasing strong organizational skills and meticulous attention to detail.
• Ability to mentor, coach, and build positive relationships that support team growth and development.

EXPERIENCE

• Post-secondary degree or diploma in Business, Sales, Marketing, Communications, or a related field required is desired. Equivalent experience may be considered.
• Minimum of 2 years’ experience in a similar leadership role within customer/supporter services, fundraising, customer service, or donor relations.
• Minimum 2 years’ experience leading and developing training programs in a service-oriented environment required.
• Demonstrated experience in a supporter/customer service or retail environment with increasing leadership responsibilities required.
• Familiarity with campaign management, revenue growth, and donor retention strategies.

PURPOSE SUMMARY

The Supporter Services Development Manager plays a critical leadership role in driving departmental revenue and staff development. This leader will focus on creating, executing and monitoring revenue generating campaigns, identifying new revenue streams, supporter retention and engagement strategies and operational improvements. revenue campaigns, planning, executing and monitoring supporter and donor engagement and retention strategies and initiatives aligned with goals and long-term organizational priorities.
This role develops and leads departmental training and development initiatives and conducting training needs assessments. The role ensures that new staff are fully equipped to do perform and continuous development for existing staff to enhance the quality of customer service provided to all Compassion “neighbours”.
The Supporter Services Development Manager reports to the Director of Supporter Services and works closely with Supporter Services Team Managers and collaborates with other leaders across the organization.

TASKS & RESPONSIBILITIES

Training & Team Development (40%)

• Design, lead, and evaluate training and development programs for the Supporter Services team.
• Manage updates to training resources, learning management systems and platforms “Confluence” and quality assurance metrics.
• Partner with Managers and Senior Associates to coordinate recruitment, onboarding, and ongoing training initiatives.
• Identify and implement innovations in training and service delivery to adapt to evolving supporter needs, technologies, and industry best practices.
• Foster a positive team culture and encourage professional and spiritual growth.
• Lead team huddles and virtual connections in partnership with the Team Managers, Director and Sr Associates.
• Provide support to the recruitment, onboarding and training of new staff in partnership with the Sr Associates, Team Managers and Director.

Revenue Generation & Donor Retention (40%)

• Oversee the rollout and execution of revenue and retention generating campaign (e.g., GOC, outbound call campaigns, new giving initiatives) to achieve departmental revenue and retention goals.
• Collaborate with the Director of Supporter Services to create and enhance donor engagement and retention strategy and strengthen supporter loyalty.
• Manage feedback and reporting to improve supporter communication and increase/retain giving.
• Monitor campaign results, analyze data, and provide feedback and reporting to optimize communication and retention efforts.
• Develop, pilot, and scale new revenue-generating opportunities to sustain and grow departmental income streams.
• Ensure alignment between supporter experiences and organizational priorities.

Business Operations (20%)

• Oversee and maintain departmental schedules, service-level agreements, and reporting systems.
• Manage communication tools (e.g., EZTexting, Genesys) and troubleshoot issues to maintain operational excellence.
• Coordinate departmental logistics, including events, equipment, meetings, and travel arrangements.
• Support continuous improvement of systems, processes, and procedures to ensure efficiency and effectiveness.
• Provide back-up leadership support for the Director of Supporter Services as required.
• Undertake additional duties as assigned in alignment with organizational goals.