Supporter Experience Officer
Job No:
AWLQ339
Location:
Coombabah
NFP | New role | $65k p.a. +Super | Reporting to: Donor Development Manager
About Us
At Animal Welfare League of Queensland (AWLQ), our vision is for every companion animal to have a safe and caring environment where their needs are met. We are driven by a commitment to integrity, compassion, innovation, and optimism. As a leader in the animal welfare sector, we're dedicated to a brighter future for both animals and our community.
The Opportunity
The Supporter Experience Officer is a newly created role within our Fundraising and Philanthropy team and offers an exciting opportunity to join AWLQ during a period of growth and transformation. Reporting to the Donor Development Manager, this role is central to delivering exceptional supporter and community fundraiser experiences that build trust, loyalty and long-term support for our mission.
You will be the first point of contact for many of our donors, community fundraisers and third-party supporters, ensuring every interaction is positive, professional and meaningful. The role supports individual giving, regular giving and community fundraising activity, combining high-quality supporter care with accurate gift processing, CRM data management and proactive stewardship to strengthen retention and lifetime value.
Key Responsibilities
- Donor Care and Stewardship
Act as the first point of contact for donors, supporters and community fundraisers, delivering warm, responsive and professional experiences across phone, email, mail and in-person interactions. Manage onboarding, nurturing and retention communications to strengthen supporter satisfaction, loyalty and lifetime value. Coordinate seasonal, birthday and milestone communications, and support stewardship and recognition activities that clearly demonstrate the impact of support. - Gift Processing and Financial Support
Accurately process donations across multiple channels in line with acknowledgement targets. Support the Finance Team with reconciliations, payment follow-ups, and reporting. Ensure donor data integrity, flagging errors or discrepancies and maintaining accurate records. - Regular Giving Program Support
Support the delivery of monthly payment cycles, donor communications, and retention strategies to reduce attrition. Monitor donor accounts and work proactively to resolve payment issues. Identify opportunities for donor upgrades or reactivation in collaboration with the Donor Development Manager. - Community, DIY and Third-Party Fundraising Support
Serve as a key point of contact for community, DIY and third-party fundraising enquiries. Support fundraisers through onboarding, guidance and ongoing communication to ensure fundraising activities are safe, effective and aligned with AWLQ policies and brand guidelines. Provide resources, templates and advice to enable successful community-led fundraising initiatives and maintain accurate records of activity within the CRM. - Data, Insights, and Reporting
Maintain high-quality CRM data through accurate data entry and processing, ensuring supporter records are complete, current, and compliant with internal data standards and privacy regulations. Prepare reports on supporter engagement, donor retention, and gift processing performance. - Collaboration & Integration
Work closely with fundraising, marketing, and programs teams to ensure a consistent and integrated supporter experience. Contribute to the continuous improvement of donor care processes, tools, and communications. Build and maintain strong relationships with internal teams, volunteers, and external suppliers.
Essential Qualifications and Experience
- Previous experience in donor care, supporter engagement, community fundraising support or fundraising administration (highly desirable).
- Confidence with CRM systems (Salesforce & Fundraising), Microsoft Office, and data management tools.
- Excellent written and verbal communication skills, with strong attention to detail.
- Strong organisational skills with the ability to manage multiple projects and deadlines with a proactive and organised approach.
- A valid driver's licence and the commitment to attend all sites regularly.
- Approved Police and Vulnerable Persons Checks.
Personal Attributes
- Compassionate, empathetic, and aligned with AWLQ’s mission and values.
- Results-driven with a continuous improvement mindset.
- Collaborative team player who thrives in a fast-paced, purpose-driven environment.
- Creative thinker with an eye for detail and innovation.
How to Apply
If you're excited by this role and ready to support the future of animal welfare, we want to hear from you.
Please submit your application, including your resume and cover letter, outlining your relevant experience. Applications will be reviewed as they are received, and we'll close the position once we find our ideal candidate.