Fulfilment & Support Lead

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Job description

Marie Curie is the UK's leading end-of-life charity. We are the largest non-NHS provider of end-of-life care in the UK, the only provider across all 4 nations, delivering community nursing and hospice care across the country, while providing information and support on all aspects of dying, death, and bereavement. Our leading research pushes the boundaries of what we know about good end-of-life, and our campaigns fight for a world where everyone gets to have the best possible quality of life while living with an illness, they're likely to die from.

The Fulfilment and Support Lead plays a vital role within the Fundraising Team, ensuring the seamless delivery of operational requirements for fundraising products from start to finish.

You will collaborate with internal teams and external suppliers to implement solutions aimed at maximizing fundraising income. You will ensure that end-to-end processes for these products are compliant, well-documented, and regularly reviewed. Acting as the key point of contact for fulfilment expertise, you will support fundraisers in selecting the best solutions for their products and budgets. Additionally, you will oversee the smooth execution of processes, ensuring that supporters have an exceptional experience across all channels.

Main responsibilities:
- Oversee the end-to-end operational delivery of fundraising products, leading on the sign-off of solutions, managing external suppliers, and ensuring rigorous user acceptance testing to maintain high standards.
- Manage key relationships with external suppliers (e.g., fulfilment houses, Royal Mail) to ensure seamless support for the delivery of fundraising products, with a focus on accurate demand and supply planning.
- Design, deliver, and evaluate operational processes required for the successful delivery of fundraising products, ensuring that all activities meet business requirements and established processes are followed.
- Proactively identify and implement process improvement opportunities to enhance efficiency and effectiveness, while keeping supporter experience and satisfaction at the forefront.
- Ensure the timely, on-budget, and accurate operational delivery of fundraising products by coordinating with internal teams and managing external suppliers.
- Manage the Fulfilment and Support Coordinators and Fulfilment Support Officers, fostering professional development and ensuring strong performance across the team.
- Manage purchase orders (POs) and detailed expenditure records, ensuring accurate tracking, monitoring of expenses, and correct information for external suppliers to facilitate accurate invoice processing.

Key Criteria:
- Experience working with fulfilment houses to deliver complex campaigns and stock management and/or significant experience working with and managing large-scale external suppliers
- Excellent project management skills and the ability to deliver complex projects on schedule and within budget.
- Excellent supplier management and negotiation skills, confident and willing to push back for the best interests of your audience.
- The ability to use initiative and work with minimal supervision in a complex organisation.
- The ability to translate reports and data into actionable insights, to help influence strategic fundraising decisions
- Strong experience in people management and leading teams to success.
- Focus on operational excellence, process efficiency, and continuous improvement.

Please see the full job description .

Salary: £35,530 - 39,474 depending on experience
Contract: Permanent, full-time (35 hours per week)
Based: Edinburgh or commutable distance. You will be required to commute to our Edinburgh offices at least 2 days a week.

Application & Interview Process

- As part of your online application, you will be asked for a CV and cover letter. Please review both the advert and job description and outline your most relevant skills, experience, and knowledge for the role.

Benefits you'll LOVE:
- Flexible working. We're happy to discuss flexible working at the interview stage.
- 25 days annual leave (exclusive of Bank Holidays)
- Marie Curie Group Personal Pension Scheme (we will match your contribution up to 7.5%)
- Loan schemes for bikes; computers and season tickets
- Continuous professional development opportunities.
- Industry-leading training programmes
- Wellbeing and Employee Assistance Programmes
- Enhanced bereavement, family friendly and sickness benefits
- Access to Blue Light Card membership
- Subsidised Eye Care

Marie Curie is committed to its values, which underpin our work. We take stringent steps to ensure that the people who join our organisation through employment or volunteering, are suitable for their roles and are committed to safeguarding all our people from harm. This includes our staff, volunteers and all those who use or come into contact with our services. We are dedicated to creating not just a safe place to work but also a supportive and rewarding one.

We are committed to a world where everyone can thrive and fulfil their potential. We are devoted to the social justice imperatives and organisational benefits of full diversity, inclusion and equity in the workplace, and are a Stonewall champion. We actively encourage and welcome applications from candidates of diverse cultures, perspectives and lived experiences.

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