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Fundraising Systems Manager (based in London)

Job Title: Fundraising Systems Manager

Department: Fundraising

Hours: 40 hours per week

Reports to: Fundraising Operations Manager

Location: London

Duration: Permanent

Salary Grade: 4.1

Salary: £41,277.55 per annum  



Please apply on our website by submitting a copy of your CV together with a letter of motivation (please upload as one document) by the closing date.



Médecins Sans Frontières/Doctors Without Borders (MSF) provides life-saving emergency relief and longer-term medical care to some of the most vulnerable and excluded communities around the world. As an international medical humanitarian organisation, we deliver care based only on need, regardless of ethnic origin, gender, religion or political affiliation.

MSF has around 40,000 local and international staff working in over 70 countries, in some of the most challenging places in the world. Our medical humanitarian projects are supported by teams in 32 countries, including the UK, spread across Europe, North and South America, Asia, Africa and Australasia.

At MSF UK, we support MSF's operations by building relationships with our supporters, increasing awareness of our work, raising funds, providing specialist medical expertise, catalysing change on medical humanitarian issues and recruiting field staff. MSF UK personnel are dynamic, hard-working, enthusiastic and committed to MSF's values and aims. 


Set up in 1996, MSF UK’s Fundraising team raises private income for MSF medical projects globally, and to cover MSF’s costs in the UK. In 2017 the team of 22 raised over £48.7 million, which includes £18.1 million from regular donations.

Our goal is to build income by bringing supporters closer to the people that MSF assists, and the medical action that private donations make possible.  MSF UK prides itself on the accessibility of the Fundraising team to our supporters and the provision of excellent supporter care.  This is central to the philosophy of the team and builds the foundation of long lasting relationships with our supporters. 

MSF UK’s fundraising strategy is focused on increasing the value of each supporter’s contribution by developing relationships with individual, corporate and trust supporters.  These are vital to the development of MSF’s medical, operational and financial contribution to field missions.  

The Fundraising team is made up of the Campaigns, Major Gifts, Fundraising Operations and Community and Events teams.  The Fundraising Operations team includes Supporter Care and Database Management. 



The Fundraising Systems Manager (FSM) is a pivotal role within the Fundraising team and will work closely across all areas of the team. 

The primary focus of the role is to oversee the day to day management of third party partners engaged to process donations on behalf of MSF; ensuring the timely and accurate processing of data and donations generated across the Fundraising team, alongside the sustained provision of excellent supporter care through these channels. 

The role is also responsible for improving fundraising processes and will provide solutions to take forward the strategic development of data and donation processing systems with the Fundraising Operations Manager.

Through the management of the Supporter Services Coordinator, the role will also oversee, and support Gift Aid management and the financial reconciliation of income processed by MSF’s suppliers.


People Management Responsibilities

Manage, coach and support the Supporter Services Coordinator, in line with MSF-UK policies and management practice to include annual performance reviews and quality supervision. 


Fundraising Supplier Management

MSF UK’s network of fundraising partners is complex with a large number of interdependencies.  The Fundraising Systems Manager, supported by the Fundraising Operations Manager, will ensure that systems run smoothly, troubleshoot problems and identify and implement improvements to MSF’s processes and procedures. 

The main aspects involved in this area include:

  • Day to day management of the 2 main partners used to process data and donations and provide telemarketing services for MSF 
  • Build relationships with partners to ensure MSF's requirements are fully understood and carried out accordingly
  • Ensure donations are processed correctly and in a timely manner; maintaining excellent levels of supporter care to build supporter loyalty
  • Enhance, where possible, the data flows between MSF and partners and between external suppliers; ensuring business process maps are developed and up to date
  • Develop and maintain systems to monitor the transfer of data files between fundraising agencies and MSF's donation processing partner, managing issues where they arise 
  • Troubleshoot problems and provide solutions to improve data and donation processing, including Gift Aid systems
  • Provide support and guidance to the Supporter Services Coordinator in the production of the monthly Gift Aid claim. This involves working through complex queries from supporters and ensuring claims are submitted through to HMRC in a timely manner by MSF’s partner.
  • Aid the Supporter Services Coordinator in liaising with suppliers and the MSF Finance team around financial reconciliation processes and data
  • In conjunction with the Supporter Care and Campaigns teams, establish and oversee a quality assurance system to audit and spot check donation processing and fulfilment
  • Support the fundraising team in liaising with partners on systems issues
  • Support the on-boarding of new suppliers to MSF's network - develop and map data flows and processes etc.
  • Support the FOM in setting up and maintaining back up for external suppliers
  • Support the FOM with the disaster recovery processes for data and donation processing.


Campaign Management

The Fundraising Systems Manager will work with the Campaigns Team to ensure MSF’s supplier network is briefed and ready to handle appeals and donations generated across the team.

The main aspects involved in this area include:

  • Ensure MSF's partners are kept up to date about current and forthcoming campaign activity.  This can be subject to rapid change due to the emergency nature of MSF’s work.
  • In conjunction with the Campaigns team, set up the fundraising operations elements of appeals from campaign response design through to live processing
  • Complete briefing documents for suppliers to provide a detailed overview of forthcoming campaigns and processing requirements
  • Develop and maintain systems to monitor campaign set up; ensuring the operational side of campaigns are working as expected
  • Approve campaign response design, including coupons, telephone scripts and donation processing screens


Process Documentation Management

The Fundraising Systems Manager will oversee the process documentation system at MSF. This is to ensure accurate and concise documentation is kept for internal processes in the Fundraising team, as well as maintaining a clear understanding of supplier systems and the interrelationships between suppliers and with MSF.

The main aspects involved in this area include:

  • Maintain and develop a process documentation system of internal processes carried out by the Fundraising team ensuring team members update and amend documentations as processes change
  • Maintain an overview of operational processes across suppliers and internally at MSF
  • Maintain up to date documentation of the systems set up at fundraising suppliers, including mapping data flows and interdependencies between suppliers



  • Monitor sector trends in data and donation processing and systems usage
  • Represent MSF at a variety of external networking groups including the Charity Fulfillment Supplier forum and the Charity Tax Group.
  • Support MSF's compliance of Data Protection legislation and fundraising regulation
  • Attend relevant training sessions where required
  • Work as a full member of the Fundraising team, handling telephone calls from supporters (such as enquiries, processing card donations, change of address, a amendments to regular donations etc) and assist with fundraising projects as and when required.
  • Maintain commitment to the aims and values of MSF through proactive involvement in and attendance at ongoing MSF UK and wider movement operational activities.

This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organisation. This job description does not form part of the contract of employment.





  • Hands on experience of running fundraising operations in a complex environment
  • Extensive experience of supplier management in a fundraising setting across a variety of supplier types, including response handling and telemarketing agencies
  • Working knowledge of Gift Aid with the ability to work through complex queries from supporters
  • Good interpersonal and negotiating skills which show an ability to manage and build relationships with supporters, external suppliers as well as with colleagues
  • A level of analytical and technical knowledge in the area of data and donation processing
  • Ability to understand data flows and translate into clear and concise process mapping documentation
  • Proven ability to manage projects effectively to include planning, implementation and evaluation
  • Excellent planning and time management skills with an ability to carry out different tasks simultaneously and prioritise time and resources accordingly
  • A proven track record in managing a busy workload to deadlines whilst maintaining attention to detail on the job at hand
  • Proven ability to work independently within a team environment
  • Flexibility to take on other related tasks combined with willingness to learn
  • Fluency in written and spoken English
  • Commitment to the aims and values of Médecins Sans Frontières
  • Ability to travel domestically and internationally including to MSF field projects.



  • Experience of UK charity database systems, within a supporter care environment
  • Experience of working with business process software e.g. Visio



Last updated: January 2019



Candidates must hold an appropriate passport or permit to work in the UK.



Please apply on our website by submitting a copy of your CV together with a letter of motivation (please upload as one document) by the closing date.  

For any queries related to this vacancy, please email​.


Application checklist

Please check that you have included the following in your application:

  • An up-to-date CV
  • Letter of Motivation, which is a supporting statement demonstrating how you meet the key requirements of the role



Recruitment timetable:

  • Closing date for applications: 29 January 2019, 11.59pm 
  • Interviews: w/c 4 February 2019
  • Preferred start date: March 2019