Appointed Head of Supporter Engagement Operations


Sense is a leading national charity that supports people with complex communication needs, including deafblindness, to be understood, connected and valued.

The charity’s experts offer support tailored to the individual needs of each person, whether that’s at their centres, through their holidays and short breaks, or in people’s own
homes. In addition to practical support, Sense also provide information to families and campaign for the rights of people with complex disabilities to take part in life.

The Head of Engagement Operations have both a strategic and operational role, combining expertise in database management and analytics with the ability to identify opportunities and build positive and beneficial relationships with potential and existing supporters. The post manages three teams: Data, which is responsible for the Fundraising Customer Relations Management database and all associated imports, hygiene tasks, user training and marketing selections; Insight, which is responsible for providing insight and analysis for the department via Power BI; and the Supporter Services team which is responsible for delivering a consistently excellent supporter experience across all channels.

Sense has just started work on migration project from Raisers Edge to MS Dynamics. You will play a key role as subject expert in that project, working closely with the agency plus project teams to deliver on schedule.

The role has direct management responsibility for a team of 3 (Supporter Services Manager, Database Manager and Insight Manager), soon to be 4 and a wider team of 8 in total.

About the role

As Head of Supporter Operations, you will: 

  • Lead, motivate and empower a team in delivering the operational and strategic aims of Sense whilst developing their skills and knowledge of the sector
  • Ensure delivery of effective and efficient database management, supporter care and Insight information
  • Develop a rolling 3-year budget and plan, forecasting and reviewing performance throughout the year
  • Contribute to the delivery of the Supporter Engagement Strategy and brand, using data and supporter care to strengthen supporters’ trust in and awareness of Sense and create the processes to best enable the delivery of Fundraising and Engagement activities
  • Serve on the Project board for Sense’s CRM replacement project as a Subject Matter Expert (data) until the project is completed (current ETA January 2025)

About you

Ideal skills and experience: 

  • A strong background in data management and CRM system, experience and expertise in supporter care is desirable but not essential.
  • Strong experience in leading data functions within charities is the key experience they are looking for. Candidates will also be consider who are stepping up into a head from a senior manager role.
  • Excellent leadership, communication and interpersonal skills.
  • You will be able to work collaboratively with internal and external stakeholders, and inspire and motivate your team to achieve their goals.
  • Passion for the cause and a commitment to their values of excellence, collaboration and innovation.

Employee benefits

Benefits include:

  • 24-28 days paid leave plus bank holidays – depending on your role and length of service
  • Buying and selling holiday scheme – permanent employees can buy or sell up to a week’s worth of annual leave
  • Enhanced sick pay and family leave benefits
  • Matched pension contributions – matching your contributions to your pension, up to 5%
  • Life assurance cover – free cover that would pay two times your salary to a nominated person
  • Employee assistance programme – offering free, confidential advice 24/7, including on relationship breakdown, bereavement or legal problems
  • Health cash plan – you’ll have the option to join their employee health insurance plan, covering costs of healthcare, eye tests, dental treatment and more
  • Employee discounts – on popular high street brands and at Sense shops
  • Cycle to work scheme – to buy a bike tax-free, reducing your costs
  • Travel season ticket loans – to spread the cost of your travel to work, interest-free

Explore more opportunities

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Contribute to the strategic direction and drive the income of an incredible charity empowering young people and standing up for their rights.

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