Head of Supporter Services

National Breast Cancer Foundation (NBCF)
The National Breast Cancer Foundation (NBCF) is Australia’s leading not-for-profit organisation funding world-class breast cancer research towards their vision of Zero Deaths from breast cancer.
Since their inception in 1994, NBCF has invested over $250[BC1] M into more than 650 research projects across Australia. Over the past 30 years the death rate from breast cancer in Australia has reduced by over 40%.
They’ve seen remarkable progress, but the job isn’t done.
With a passionate and high-performing team, NBCF continues to drive meaningful impact by funding the very best research and using data to inform smarter decisions across the organisation.

The Role
NBCF are seeking an experienced and inspiring Head of Supporter Services to lead and transform their supporter care function.
Reporting to the Executive Director, Marketing & Fundraising, this is a pivotal leadership role responsible for embedding a truly donor-centric culture while driving operational excellence across inbound and outbound supporter interactions.
Leading a small team, you will balance hands-on leadership with strategic oversight - improving processes, uplifting performance, and unlocking the significant opportunity for supporter services to contribute more meaningfully to donor retention, loyalty, and revenue outcomes.
This is a role for someone who understands that exceptional donor experience is at the heart of sustainable growth.

Key Responsibilities:
Lead and elevate supporter experience

• Drive best-practice donor care across all inbound and outbound channels
• Ensure timely, high-quality handling of supporter enquiries and donation requests
• Champion a first call resolution mindset and consistent service delivery

 Transform operations and performance

• Identify and implement process improvements to increase efficiency and responsiveness
• Improve call response rates and reduce missed opportunities
• Oversee donation processing and workflows with a focus on accuracy and timeliness

 Develop a high-performing team

• Mentor, coach and develop team members
• Foster a positive, engaged and high-performing culture
• Lead recruitment and onboarding as the function evolves

Leverage data and insights

• Use data and reporting to monitor performance and inform decisions
• Drive continuous improvement through insights-led recommendations

Strengthen organisational impact

• Collaborate with fundraising and partnership teams to enhance supporter engagement
• Contribute strategic insight to improve donor retention and lifetime value

Data compliance, integrity and quality control

• Ensure accurate CRM data and strong governance across all supporter activity
• Embed quality checks and resolve data issues quickly to maintain integrity
• Partner with Finance and Data teams to ensure timely reconciliation
• Uphold compliance with Privacy, PCI and FIA standards
• Drive continuous improvement in service delivery and operational efficiency

About You
You are a donor-centric leader who is passionate about elevating supporter experience, leading high-performing teams, and using data and insight to drive performance and impact.
You will bring:

• Experience leading teams in a contact centre, customer service or supporter services environment
• Experience leading change and continuous improvement initiatives
• Understand how exceptional donor experience contributes to retention, loyalty and revenue outcomes
• Proven ability to deliver operational excellence in a service-led environment
• Ability to balance strategy with hands-on leadership
• Comfortable operating in an environment undergoing transformation
• Experience using data and insights to drive performance improvements

You will thrive in a purpose-driven environment where your work directly contributes to meaningful outcomes.
Why Join NBCF?

• Be part of a mission-driven organisation making a tangible difference
• Play a key leadership role during a period of transformation
• Flexible, supportive and inclusive workplace culture
• Contribute directly to improving outcomes for people affected by breast cancer

How to Apply
To be considered for this position, please apply now with your CV and a tailored cover letter.
For further information, please contact Orla Minogue at orla.minogue@beaumontpeople.com.au.
Applications will be reviewed as they are received.
At Beaumont People, we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, and people with disabilities.
We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require any reasonable adjustments throughout the recruitment process, please let us know how we can support you.