Manager, Supporter Care & Experience

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.

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 strengthen 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 organisational 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 strategic objectives.

Voice of the Supporter & Insight Integration (20%)

• Support the Director in collecting, collating, and synthesising 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 organisation, 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 frontline teams.
• Demonstrated results in performance optimisation, 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‑centred leadership style, ability to proactively manage issues, and build performance capability.
• Strong computer software skills (Microsoft Office) and experience with customised databases.
• Experience in project management an asset.
• An understanding of international development is an asset.
• Willingness and ability to travel overseas, if required.
• Dynamic team leader and motivator.
• Accountability for results; results based management.
• Service oriented.
• Organised and detail oriented.
• Willing to try and problem solve.
• Growth mindset and shows curiosity.
• Ability to manage multiple projects.

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 Organisation’s office. If approved to work from home as part of our Hybrid workplace program; the incumbent must be available to work from the Organisation’s office from time to time as determined by the supervisor or as otherwise directed by the Organisation.

Compensation

Between $64,000 – $80,000 annually based on experience.

Benefits

• 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 Programme (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 programme.
• 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 days.
• 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.

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.