- Hybrid role with 2 days a week in our Richmond office, 35 hour work week and flexible work arrangements.
- 5 weeks of annual leave, salary packaging benefits, and opportunities for professional growth.
- Employee Assistance Program for team members and their family.
About Us
At CBM Australia, our mission is to end the cycle of poverty and disability.
As Australia’s only international development organisation focused on disability inclusion, our work improves the quality of life of people with disabilities living in the poorest communities.
The Supporter Engagement Manager leads CBM Australia’s supporter relationships team and the supporter engagement and experience function, with strategic accountability for supporter satisfaction, Net Promoter Score (NPS) or similar measures, and voice of the supporter insights across the Fundraising, Insights & Growth team. The role drives personalised engagement programs, oversees inbound supporter service operations, and ensures supporter feedback informs campaign strategy and product development.
Founded on Christian values, CBM enables compassionate Australians to be part of creating lasting positive change in our world. Join us and make a meaningful difference!
The successful applicant will:
- Lead the development and execution of CBM Australia’s supporter engagement and experience strategy, with accountability for supporter satisfaction and NPS outcomes.
- Champion the voice of the supporter across the organisation, synthesising feedback and insights to inform fundraising strategy, campaigns, and product development.
- Lead, coach, and develop the Supporter Relationships Team, including performance management, capability building, and workforce planning.
- Oversee inbound supporter service operations across phone, email and digital channels, ensuring service quality, responsiveness and supporter-centred practice.
- Design and implement engagement frameworks and call strategies across retention, reactivation, acquisition support and donor care programs.
- Lead outbound calling programs aligned with fundraising priorities, including retention, reactivation, arrears recovery and campaign support.
- Manage external telemarketing partner relationships, including campaign set-up, quality assurance, performance monitoring and compliance.
- Partner across Fundraising, Acquisition & Growth, Regular Giving, Data & Insights and Marketing teams to align supporter experience with campaign and lifecycle strategies.
- Ensure compliance with fundraising regulations, privacy legislation, PCI standards and ethical fundraising principles.
- Contribute to innovation and continuous improvement across supporter service, technology and engagement practices.
About you
You’re an experienced supporter, donor or customer engagement leader with a strong commitment to ethical practice and supporter-centred design. You bring strategic thinking, analytical capability and the ability to translate insights into practical improvements that strengthen supporter relationships and long-term impact.
You enjoy leading teams, working collaboratively across functions, and contributing to a mission-driven organisation. You are aligned with CBM Australia’s values and comfortable working in a faith-based organisation committed to inclusion and safeguarding.
You will bring:
- Experience leading supporter engagement, donor care, contact centre or customer experience functions with measurable service and satisfaction outcomes.
- Strong people leadership skills, including coaching, capability development and performance management.
- Strategic thinking and analytical capability, with experience translating supporter insights and service data into improvement actions.
- Confidence managing external service providers or agencies, with a focus on accountability, quality and ethical practice.
- Strong stakeholder management skills and the ability to work collaboratively across teams.
- Alignment with CBM Australia’s mission, values and commitment to safeguarding.
To be considered for this role, you will have:
- A minimum of 3–5 years’ experience leading supporter engagement, contact centre, or telemarketing teams within a fundraising or customer engagement environment.
- Demonstrated experience managing inbound supporter service operations and outbound campaign delivery.
- Proven capability managing external telemarketing or contact centre partners, including QA and performance reporting.
- Strong understanding of fundraising compliance, privacy principles, PCI standards and ethical standards.
- Strong analytical skills with the ability to interpret supporter feedback, satisfaction data and performance metrics.
- Excellent communication skills – verbal and written.
- Fundraising or not-for-profit sector experience (essential).
- CRM platform experience (e.g. Salesforce, Blackbaud)
- Commitment to and ability to demonstrate CBM Australia’s values and behaviours.
- Enthusiasm for the mission of CBM Australia and alignment/comfort with being part of a faith-based organisation.
What we offer:
- The chance to make an impact that matters in a team of like-minded professionals.
- Flexible working arrangements.
- Hybrid role, with 2 days a week in our Richmond office.
- 35 hour work week.
- 5 weeks annual leave.
- Salary packaging benefits up to $15,900 for eligible household expenses + up to $2,650 for meals and entertainment.
- Paid parental leave.
- Confidential and free access to our Employee Assistance Program for team members and their family.
- Join a supportive team who is committed to fostering genuine career progression.
- A collaborative and inclusive work environment that priorities employee wellbeing.
- A work environment and values-driven culture that employees state in their feedback, is one of the most inclusive, caring, and enjoyable that they have ever worked in
To Apply
If you meet the above criteria, please submit your resume via Seek.
Applications will be considered from mid-March 2026. CBM Australia is committed to workplace equity and diversity and encourages applications from candidates with diverse cultural backgrounds and people with lived experience of disability.
Please contact peopleandculture@cbm.org.au using the subject line: Supporter Engagement Manager enquiry for confidential support to ensure an equitable, barrier-free application process.
We ensure that any information provided to the contact is private and confidential, will only be used to provide accommodations and will in no way determine the outcome of an application.
CBM Australia is committed to the safety and best interest of all children accessing CBM supported services and programs and workplace. Preferred candidates are advised that they will be required to sign the CBM Child Safeguarding Standard, and we reserve the right to conduct police checks and other screening procedures prior to employment being confirmed.