35 Support service manager jobs

Role Overview

The Talent Set are delighted to partner with our client on a fantastic Database and Supporter Services Manager. Based in Guilford, this position will oversee supporter data, CRM processes and donor care, helping ensure accurate records, compliant fundraising and thoughtful supporter journeys that contribute to animal welfare.

Key Responsibilities

• Manage and improve the fundraising CRM, including data imports, exports, access and process documentation.
• Maintain accurate, compliant records through cleansing, deduplication, validation and regular audits.
• Process donations, Direct Debits and Gift Aid, reconciling income with Finance.
• Develop supporter journeys, thanking processes and tailored communications for donors and legacy supporters.
• Handle enquiries and feedback across phone, email, post and social media with care and discretion.
• Manage consent, communication preferences, subject access requests and data retention.
• Connect and monitor data flows between fundraising, finance, donation, ecommerce and communications platforms.
• Create segmentation, dashboards and accessible reports to inform fundraising decisions.
• Train and support colleagues, volunteers and branches in supporter care and data processes.
• Manage external suppliers and undertake prospect research within the existing supporter database.

Person Specification

• Experience administering a fundraising CRM or large supporter database.
• Knowledge of UK GDPR, PECR, Gift Aid and the Code of Fundraising Practice.
• Confident using Excel to segment, analyse and explain data to non-specialist audiences.
• Excellent accuracy, organisation and prioritisation skills.
• Clear communication and the ability to build effective working relationships without formal authority.
• Experience handling complaints or sensitive supporter conversations empathetically.
• Desirable: experience with integrations, automated reporting, supporter journeys, CRM implementation or donor profiling.
• Flexibility to provide occasional support outside standard hours for events and operational needs.

What’s on Offer

Salary: £38,000 - £40,000. Full-time hours, with part-time considered. The role is based in Guildford, with a minimum of three office days and up to two days working from home.

How to Apply

To apply, please submit your CV demonstrating your suitability for this role by clicking the 'apply now' button (please do not apply via email). We aim to get back to all successful candidates within 48 working hours.

Commitment to Diversity

The Talent Set are committed to diverse and inclusive recruitment practices, ensuring equal opportunities for all applicants regardless of race, religion or belief, sex, sexual orientation, gender reassignment, marriage and civil partnership, pregnancy and maternity, disability, or age. We actively encourage applications from a wide range of backgrounds and are always happy to make reasonable adjustments to ensure a fair recruitment process.