Job Description

About Us

Good Intentions is a leading face-to-face fundraising specialist, helping charities grow long-term donor bases with integrity and excellence. Working with partner fundraising agencies across the UK, we generate millions each year for important causes.

We are now looking for a

Donor Retention & Agency Performance Manager

to join our team and play a key role in improving donor quality, reducing attrition, and driving high standards across our partner offices.

The Role

This is a pivotal role responsible for ensuring the quality, sustainability, and long-term value of donors acquired through third-party fundraising agencies. You will act as the daily point of contact for partner offices, reviewing performance dashboards, analysing retention and no-show rates, and coaching agencies towards higher-quality fundraising practices.

Working closely with our Training & Compliance Manager, you will lead weekly performance reviews, identify risk patterns, highlight mis-selling behaviours, and support offices to meet Good Intentions standards and contractual expectations.

Key Responsibilities:

Performance & Retention

Monitor donor attrition across all partner agencies, including no-show rates, month by month retention, and ongoing donor quality KPIs. Analyse Looker Studio dashboards daily to identify trends, risks, and opportunities for improvement. Produce weekly retention summaries with actionable insights for agencies and internal teams.

Agency Relationship Management

Act as the primary quality liaison for all third-party fundraising offices. Hold weekly performance meetings with agency owners and managers. Communicate expectations clearly, ensuring fundraising partners adhere to Good Intentions' standards, messaging, and quality requirements. Address issues such as mis-selling, one-off payment miscommunication, or poor-quality sign-ups.

Training, Quality & Compliance

Work alongside the Training & Compliance Manager to deliver corrective actions or targeted training sessions. Ensure agencies follow compliant and ethical fundraising practices at all times. Support the roll-out of quality initiatives, new processes, and updated fundraising guidelines.

Data & Reporting

Provide clear, data-led feedback to agencies to improve donor longevity. Track office-level and fundraiser-level KPIs, including opt-in rates, employment status quality, and contactability metrics. Support internal decision-making by presenting retention insights to senior leadership.

Operational Support

Assist with sales admin tasks related to agency performance and donor reporting. Support contract management through performance tracking and compliance oversight. Escalate concerns promptly where agency performance risks client relationships.

About You

You will thrive in this role if you have:

Experience in

fundraising

,

sales operations

,

account management

, or

partner/agency management

. Strong analytical skills and confidence working with dashboards and retention data. Excellent communication and relationship-building abilities. A calm, professional approach when addressing issues or challenging behaviour. A passion for improving donor experience and ensuring high-quality fundraising. The ability to work independently, prioritise effectively, and manage multiple agency relationships at once.
Experience in the charity sector is beneficial, but not essential -- full training on fundraising compliance and sector standards will be provided.

Why Join Good Intentions?

Play a key role in improving donor quality and protecting the reputation of major UK charities. Work in a collaborative team that values integrity, innovation, and excellence. Supportive, friendly culture. Real opportunity to influence how our partner agencies operate.
Job Type: Full-time

Pay: 32,000.00-35,000.00 per year

Application question(s):

Have you ever been responsible for compliance, quality assurance, or preventing mis-selling in a previous role? How would you rate your ability to analyse performance data and identify trends or issues? Do you have experience in fundraising, sales operations, account management, or a similar performance-driven role?
Work Location: In person