Support Experience and Operations Lead

October 27, 2025

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<h2>Job Description</h2><div><div>Location: Hybrid – 2 days/week in King’s Cross, London (Tuesdays & Wednesdays) Contract Type: 3-month Temporary Contract (with potential to extend) Salary: £20.00 – £21.92 equivalent to £36,500–£40,000 per annum Start Date: Immediate About the Role Our client is seeking an experienced and highly organised Supporter Experience & Operations Lead to join their team on a temporary basis. This is a key role focused on delivering operational excellence across supporter and membership services, ensuring a seamless experience for members, donors, and prospects. You’ll lead on the management of supporter operations budgets, financial forecasting for 2026, and compliance, while also overseeing a small team and third-party service providers. This is a hands-on, data-driven role ideal for someone with strong CRM, financial, and customer service experience. Key Responsibilities<ul><li>Lead continuous improvement across supporter operations and customer service delivery</li><li>Manage budgets, reforecasting, and financial reconciliation in collaboration with the finance team</li><li>Oversee escalated member complaints and ensure compliance with policies and procedures</li><li>Line manage the Supporter Experience Coordinator and support a team of two</li><li>Maintain and improve CRM data quality (Salesforce transition in progress)</li><li>Manage third-party suppliers for fulfilment, contact centre, and payment processing</li><li>Contribute to the development of marketing technology and digital tools</li></ul>What We’re Looking For<ul><li>Proven experience in membership or supporter operations, ideally within the charity or cultural sector</li><li>Strong financial management and data analysis skills</li><li>Excellent interpersonal and communication skills</li><li>Experience managing CRM systems (Salesforce preferred)</li><li>Confident in managing suppliers and internal stakeholders</li><li>Line management experience and a collaborative, proactive approach</li></ul>CV’s will be sent on a rolling basis.</div></div>

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