Supporter Experience Manager

Supporter Experience Team Leader

Lead and inspire a team to deliver exceptional supporter care and accurate donation processing.

We are Compassion in Action. Caritas Australia is the international humanitarian and aid agency of the Australian Catholic Church. We have a vision to end poverty, promote justice and uphold dignity for all. We partner with the most vulnerable communities to help them build better outcomes by improving access to sustainable livelihoods, clean water, sanitation and education.

You will join a team of like-minded individuals who are passionate about tackling poverty and injustice. As part of the Caritas Australia team, you will also benefit from:

• Advance your career within the International Aid & Development sector with a focus on professional development and on the job learning opportunities
• Hybrid working arrangements, to support your work/life balance
• Generous leave benefits including wellbeing, birthday, and 14 weeks of gender-neutral parental leave
• Not-for-Profit salary packaging offered

Reporting to the Individual Giving Associate Director, you'll lead a passionate team dedicated to delivering outstanding service for our supporters. You'll drive a positive, collaborative culture while ensuring smooth day-to-day operations, accurate donation processing, and effective campaign support.

With exciting projects in the pipeline, you'll have the chance to apply your change management and process improvement skills to make a real impact.

Key responsibilities will include (but not limited to):

• Lead and inspire the Supporter Experience team to deliver exceptional service.
• Oversee daily operations and ensure tasks are completed to agreed service levels.
• Manage budgets, contracts, and ensure compliance with processes.
• Coordinate campaign setup, approvals, and financial reconciliations.

This role is based in our Mascot office and follows a hybrid model, including two days in the office per week. During busy periods, there may be an expectation to work onsite up to three days weekly.

The successful candidate will have a deep commitment to Caritas Australia's mission to end poverty and injustice by promoting human dignity for all, as well as a dedication to the principles of Catholic Social Teaching that guide our global efforts. They will have a mix of the following qualifications, skills and experience:

• Experienced leader with a background in supporter services and managing high-performing customer service teams.
• Skilled in donation processing, CRM systems (like Salesforce), and driving process improvements.
• Excellent communicator with a can-do attitude, adaptable mindset, and ability to foster a positive, values-driven team culture.
• Strong results focus with attention to detail, committed to delivering high-quality supporter experiences.

We encourage you to apply even if you don't meet all the listed qualifications. We value diverse experiences, and we believe in potential. If you're passionate about this role and believe you can make a valuable contribution, we'd love to hear from you!

Applications will be accepted until 08 September 2025, but we encourage you to apply early, as we will be assessing candidates as they come in and may close the ad earlier if necessary.

For any further questions or enquiries, please contact the People team at People.Culture@caritas.org.au. Otherwise, please submit your cover letter and CV through the relevant links.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments or accommodations during the application or interview process, please contact us.

Caritas Australia recognises the personal dignity and rights of all people, especially children and vulnerable adults. As part of your employment, you will be required to undergo relevant background checks (Police Checks, Working with Children Checks, Reference Checks), abide by our safeguarding policies, and sign our Code of Conduct including Professional Behaviour Standards for the Protection of Children and Vulnerable Adults.

Caritas Australia encourages and supports an inclusive and diverse workforce. We consider applications regardless of race, sex, gender, age and disability. Aboriginal and Torres Strait Islander peoples, members of minority groups, and people with disabilities are encouraged to apply.

Depending on your role, Caritas Australia may require you to undertake health checks or receive vaccinations to ensure your safety and wellbeing at work.