Supporter Experience Lead

• We are open to full time and part time candidates

Cancer Council NSW is Australia's leading cancer organisation and our vision is to change the path of cancer and make sure no one walks alone. We are dedicated to meaningful careers where you will not only change the lives and futures of people affected by cancer, but you will work in a multi-award awarding winning culturally connected environment.

About us

Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity in NSW and our point of difference is that we work across every area of every cancer, from research right through to support.

At CCNSW we understand that nothing feels better than doing work you really care about. As Australia's leading organisation supporting all people impacted by all cancers, we understand how good it feels to make a difference. We know that almost 1 in 2 Australians are affected by cancer during their lifetime, by joining the passionate team at CCNSW you'll know that each day the work you're doing will positively impact people in your life and Australia.

Together, we will work towards our goal of a cancer free future, while at the same time encouraging you to get the most out of your life with a supportive environment anchored in flexibility, physical and mental wellbeing to bring out the best of what makes you uniquely you. CCNSW we're here for meaningful careers that feel good.

About the team

As part of our strategy to grow fundraising revenue from high-value supporter segments, our small but high-performing Supporter Care team will soon evolve beyond its traditional inbound enquiry model to play a central role in proactively nurturing and developing these key relationships. This shift will position the team as a driver of supporter development, leveraging personalised outreach and meaningful engagement. Effective, future focused leadership and an ability to drive change in a supportive way will be key to the success of this change.

About the role

Reporting to the Manager, Support Experience & Digital Unit, this role will be responsible for leading a high-performing Supporter Care team, with an increasing focus on engaging high-value supporters through strategic outbound calling and multi-channel engagement programs. The role will spearhead the integration of CX and AI technologies, transforming supporter experiences and streamlining operations while delivering measurable impact across all supporter interactions.

This role can be full time or part time.

Key responsibilities of the role

Strategy & Collaboration

• Act as a contact centre thought leader for the organisation, contributing insights to inform marketing and fundraising initiatives annual plans, and overall marketing and fundraising strategy.
• Establish and scale outbound nurture and lead qualification calling capacity.
• Collaborate with internal stakeholders to embed multi-channel supporter engagement strategies and programs.
• Translate strategic goals into actionable plans with measurable impact.
• Work closely with divisional leads to translate fundraising strategies and campaigns into effective Supporter Engagement initiatives, aligning with the supporter engagement strategy.
• Actively participate in Marketing & Fundraising strategy development, annual planning, and quarterly prioritisation.

Team Leadership & Development

• Lead and develop a high-performing supporter care team focused on high-value engagement.
• Collaborate with the Team Leader to build team capability and resilience.
• Drive continuous improvement in team efficiency, supporter satisfaction, and measurable impact.
• Ensure compliance with supporter care policies and relevant legislation.
• Work with team and divisional stakeholders to develop appropriate SLAs, team and individual KPIs.

Workforce Planning Management

• Develop and manage quarterly and annual workforce management plans to ensure SLA goals are achieved or exceeded
• Implement tools and processes to help 2IC with short term planning, and scheduling
• Work with vendors and temp agencies where required to manage capacity overflows, negotiating contracts within budget that deliver value for money.

Technology & Innovation

• Lead on the continuous improvement and adoption of CX and AI technologies, collaborating with Platform Operations and IT teams to improve integrations and the organisation's omni-channel presence.
• Champion data-driven decision-making and feedback loops to improve outcomes.

About you

Essential

• Proven experience leading small to mid-sized customer service team
• Demonstrated ability to design and implement customer journeys, including outbound nurture and lead qualification strategies.
• Strong understanding of CX platforms (e.g. Genesys, Salesforce, CRMs) and how to leverage them to improve efficiency and customer/supporter experience.
• Experience setting and managing KPIs, using data to drive continuous improvement and team accountability.
• Ability to work cross-functionally with marketing, fundraising, and digital teams to align supporter engagement strategies.
• Exceptional communication skills, both written and verbal, with the ability to work cross-functionally across departments and present findings or insights in a clear and compelling manner to senior stakeholders

Desirable

• Experience in not-for-profit or mission-driven environment.
• Familiarity with agile or continuous improvement methodologies.
• Experience managing vendor relationships

About the benefits

• Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.
• Recognised for Voice Project's 2021 and 2023 "Best Workplace" Award as well as Xref "Best Workplace" in 2025.
• A balanced organisational approach to WFH and office
• Additional performance-based leave available.
• Work for purpose and know that your work fosters an engaged, diverse and culturally aware organisation.
• Discounts available for everyday expenses such as private health, retail and fitness

CCNSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the communities we serve, we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups.

If you require any adjustments to submit your application, please get in touch with us at Apply online by visiting our website directly, copying the following link then click on the role title and submit your cover letter and resume.

Applications Close: 12th October 2025