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Supporter Development Manager Position Description

Position Description

Position Title:

Supporter Development Manager


Direct Reports:




Can be based at any Alliance Hospice (preferably Hospice North Shore)




August 2017


Reporting To:

Fundraising Manager



0.8 FTE (32 hours per week)


Position Objective

To support the work of the Northern Hospice Alliance by maximising income from individual supporters across all platforms including direct mail and regular giving programmes, and supporting the identification and nurturing of major gifts and bequests.


Key Accountabilities and Expected Results


Expected Results


  • The development and implementation of direct marketing initiatives targeting both new and existing supporters using a variety of marketing channels which could include inserts, direct mail, online, telemarketing, direct dialogue / face to face.
  • Development and implementation of effective supporter recruitment strategies and plans to maximise and build income and acquisition from direct mail, regular giving and supporter communications programmes in line with the overall Fundraising Strategy.
  • Research and devise a strategy that will encourage more individual giving from existing supporters and growth in the numbers of new individual supporters. (acquisition strategy & supporter journey)
  • Work with the Fundraising Manager to set annual budgets for the Supporter Development portfolio and manage on an ongoing basis, highlight any shortfalls to the Fundraising Manager.
  • Research and identify new prospects and fundraising opportunities.

Supporter Development

  • Manage, assess and develop all existing individual giving income streams to ensure fundraising targets are met including;
  • Regular giving
  • Direct mail
  • Newsletter
  • NOK donations
  • Telemarketing
  • Face to face
  • Acquisition
  • Identify the differing groups of Hospice supporters and develop and implement a supporter stewardship programme aimed at strengthening existing relationships and progression through the supporter journey
  • Develop and implement supporter acquisition campaigns through a number of channels where appropriate.
  • Develop effective relationships with internal and external stakeholders including suppliers and other staff members to enable the development of high quality campaigns and achievement of fundraising targets
  • Take overall responsibility for the fundraising databases (Fundraiser and Raisers Edge) to ensure appropriate treatment of supporter information and accuracy of data for all fundraising activities.
  • Monitor, analyse and report on results of campaigns and make recommendations for ongoing improvement.
  • Oversee and manage the transition from Fundraiser to Raisers Edge for Hibiscus Hospice.
  • Prepare monthly reports for the Fundraising Manager regarding analysis, WIP and results against forecast budget.

Major Gifts

  • Develop and implement a Major Gifts strategy for each Hospice Community – North Shore, Hibiscus and Warkworth Wellsford.
  • Manage relationships with prospective high value donors ($10k plus) to identify, qualify, cultivate, solicit and steward these very important supporters.


  • Work closely with the Communications Team to develop relevant and inspiring communications using the most appropriate communication channels that are of high quality and are in line with the overall Fundraising Strategy.
  • Prepare segmentation for all supporter communications including appeals/newsletters and thank you letters to ensure that a high standard of supporter care is maintained at all times.
  • Manage the budget, printing, lodging and reporting for all supporter communications.
  • Ensure Receipts, thank you letters are processed within policy guidelines.


  • Adopts an open approach to working across teams to achieve a shared goal.
  • Openly and effectively communicates to all stakeholders and shares knowledge for the benefit of all.
  • Contribute to a positive team environment

People Leadership

  • Lead and manage the Database Administrators in achieving fundraising targets whilst ensuring supporter satisfaction is maintained
  • Professional support and direction is given to direct reports, using a coaching and mentoring model of management
  • Oversees the Performance Management Framework, ensuring staff receive regular One on Ones and have an annual appraisal inclusive of Performance Appraisal, Annual Performance Plan and Development Plan
  • Ensures all people management issues are managed according to appropriate policies and procedures (in conjunction with Fundraising Manager & HR)
  • Establishes a clear vision and communicates it. Coaches and mentors others to work towards this vision. Inspires through own actions.

Supporter Care

  • Delivers a high standard of Hospice care, including responding to supporter correspondence and queries
  • Maintains the supporter database as appropriate

Health & Safety

  • Actively promotes a safe workplace and health and wellbeing of staff
  • Complies with and contributes to Health and Safety systems and Emergency procedures in place throughout organisation
  • Reports all departmental accidents and incidents/near misses accurately and in a timely manner.

Any other Reasonable Duties

  • Any other reasonable duties as required by the Fundraising Manager in order to support a happy, safe and high performing work environment.
  • Meet employee responsibilities in accordance with Appendix 1.


Important Working Relationships


  • Fundraising Team NHA
  • Executive Team
  • HR Team
  • Volunteers
  • Staff across the Northern Hospice Alliance


  • Supporters
  • Suppliers



Person Specification



  • Minimum 5 years’ experience as a fundraiser
  • Demonstrated experience in successful individual/supporter development fundraising.
  • Demonstrated experience in successfully establishing and maintaining supporter communications and relationships.
  • Experience in direct marketing campaigns, database management
  • Excellent IT skills including the ability to use databases to manage supporter relations.
  • Successful track record in achieving fundraising or financial targets
  • Fluent and articulate communicator with the ability to demonstrate strong written and verbal communication skills.
  • Highly organised, approachable and collaborative working style
  • Prepared to be flexible to attend community and Hospice lead events that fall outside the normal working day.
  • A valid, clean full driver’s licence
  • Meets the Behaviours as set out in Appendix 1.
  • Experience working with Fundraiser and Raisers Edge databases
  • Experience working with Fundraiser and Raisers Edge Databases.



Appendix 1

General Responsibilities of an Employee of the Northern Hospice Alliance.

The following responsibilities are shared by all Northern Hospice Alliance staff. Please read this section carefully as it contains important information that applies to your role every day.

General Responsibilities


What’s Expected of You

Professional Standards

  • Maintain any qualifications, including registrations and practising certificates, required for legal and safe practice
  • Keep yourself up to date on knowledge, best practices and legislation relating to your work
  • Make a personal contribution towards effective and efficient working relationships with your team and other NHA Teams
  • Ensure you carry out your work in a way that is customer focused and meets professional standards
  • In conjunction with your manager, identify your own training needs and plan to meet these needs
  • Manage your own time and prioritise your work effectively.

Legislation, Regulations and Organisational Policies

  • Be familiar with and adhere to the provision of:
  • All relevant acts and regulations
  • All organisational policies
  • Relevant procedure manuals.

Health and Safety

  • Carry out work in a healthy and safe manner
  • Encourage and assist others to work in the same way
  • Report and rectify any unsafe workplace conditions/practices
  • Complete an accident report for any accident, injury or near miss which has taken place at work in a timely manner
  • Co-operate with, support and promote health and safety actions and initiatives in the workplace
  • Read and understand the health and safety manual and the emergency plan
  • Keep your knowledge of identified hazards up-to-date.


  • Adhere to the Privacy Act 1993 and the Health Information Privacy Code 1994 and subsequent amendments in regard to the non-disclosure of information
  • Strict confidentiality of patient, applicant and employee information is maintained at all times.


  • Passionate about the cause
  • Energetic and self-motivated
  • Willing to go the extra mile to achieve
  • Thoughtful of other people and take time to put yourself in other people shoes
  • Positive about what we can achieve, high standards and motivate others to achieve
  • Open, flexible and accepting of challenges
  • Respectful: Treat others as you would like to be treated
  • Honest with yourself and with others
  • Resources are used thoughtfully and effectively
  • Behave and work in a responsible and ethical manner that is consistent with your profession
  • Understand that everyone has a voice and therefore you listen, acknowledge and respond appropriately
  • Recognise that each individual brings unique qualities to contribute to the group.