All jobs Background
Bonum Group is an independent, Paris-based group of 350+ employees dedicated to non-profit fundraising and engagement-driven communication and marketing. They work with charities, NGOs, foundations, public bodies, and purpose-led brands across France, Germany, Austria, Belgium and Spain.
Non-profit fundraising is the group’s core and largest business, encompassing direct marketing agencies specialised in offline and online donor activation — serving organisations such as the Red Cross, Handicap International and CARE — as well as three fundraising telemarketing call centres located in Nice, Barcelona and Berlin.
Spenden Manufaktur is Bonum’s Berlin-based call centre, operating under adfinitas GmbH, the group’s German agency headquartered in Hanover. The proximity of the two entities creates clear opportunities for collaboration and synergies.
Purpose of role
Spenden Manufaktur enters this new chapter from a position of commercial strength, its market presence and client portfolio are well established. The immediate priority is operational: campaign management, agent supervision, performance monitoring and back-office operations each require greater rigour, structure and managerial oversight.
The incoming Managing Director will benefit from meaningful support within the Bonum Group, which offers the resources of two high-performing call centres in Nice and Barcelona, alongside an experienced European fundraising management team.
The primary mandate is clear: to restore operational efficiency and drive sustainable profitability. Success in this role will depend above all on leadership and people management, the ability to structure and motivate a team of telephone agents, instil clear processes and performance standards, and build a back-office function capable of supporting the company’s growth. The new Managing Director will be expected to lead by example, establishing a culture of accountability and continuous improvement across the organisation.
Primary responsibilities
The Managing Director holds full responsibility for the call centre’s operations and is ultimately accountable for its performance and results.
In operational terms, they bring structure and professionalisation to campaign management, establishing clear workflows, rigorous performance indicators and the management disciplines necessary to ensure consistent quality of execution across all client campaigns.
People leadership sits at the heart of the role. The Managing Director directly supervises, motivates and develops the teams of telephone agents, fostering a culture of performance, engagement and continuous improvement. They equally assume full managerial responsibility for the back-office team, ensuring it is properly resourced, organised and equipped to support the company’s operational needs.
From a financial standpoint, the Managing Director bears direct responsibility for the company’s profitability, monitoring results against targets, identifying areas for improvement and implementing the necessary corrective actions. They report regularly on operational and financial performance to the Bonum Group leadership, serving as the primary interface between Spenden Manufaktur and the broader group.
Scope of responsibility
The General Manager will be accountable for the following areas:
1. Production management
- Managing the performance of Inbound (20%) and Outbound (80%) campaigns, in line with the performance, security and GDPR standards expected by clients
- Overseeing the production of client reporting and campaign performance KPIs
- Defining and tracking the key internal operational performance KPIs of the campaigns
2. Team management
- Recruiting, training and onboarding new agents as needed
- Leading and motivating the teams, and developing the skills of team members
- Fostering a working environment that combines wellbeing, motivation and performance
- Acting as an ambassador for the group’s values, and ensuring they are upheld and applied
3. Client relations and business development
- Managing client relationships and ensuring client satisfaction
- Driving business development within the existing client portfolio and through the acquisition of new nonprofit clients
4. Financial management
- Building the annual budget in coordination with the group, monitoring financial KPIs on a monthly and quarterly basis, tracking operational KPIs, and linking operational performance to financial performance
- Managing costs with close monitoring of staff costs
- Aligning with the reporting calendar of a France based group operating under an LBO structure
Profile
The Managing Director will have a high degree of autonomy in the day-to-day operational management of the company. They will report to the group’s European fundraising management, with a weekly review, and will take part in quarterly management committees with the group’s President. They will have regular dialogue with adfinitas GmbH’s management and will be able to draw on the group’s two other call centres. The current Managing Director will support the transition in an external advisory role focused on client relationships.
Experience and Qualifications
- Proven experience leading a call centre operation with a track record in outbound telemarketing.
- A familiarity with the non-profit or fundraising sector would be appreciated, though is not a requirement.
- Demonstrated ability to structure and manage outbound calling campaigns, including planning, execution and performance review.
- Experience defining, implementing and monitoring operational KPIs, with particular emphasis on Contacts Per Hour (cph) and conversion metrics, and the ability to translate data into actionable improvements.
- Proven ability to lead, coach and develop teams of telephone agents, including recruitment, performance management, incentivisation and motivation in a high-turnover environment.
- Experience managing remote or distributed agent teams effectively.
- Familiarity with call centre technologies and telemarketing software, including an appetite for testing and deploying new tools and AI-powered solutions to improve performance.
- Full working knowledge of German telephony and data protection regulations, including GDPR.
- Experience managing support and back-office functions in an operational environment.
- Comfortable reporting on financial and operational results to a parent company or senior leadership team.
- Fluent German and an excellent command of English are essential; French would be an additional asset though is not a requirement.
Skills and qualifications
- Rigorous, methodical and analytical, with the energy and drive to lead a turnaround.
- Strong operational discipline combined with genuine people skills, as comfortable setting performance standards as coaching individuals to meet them.
- Positive and solutions-oriented, with the resilience to navigate a period of organisational change.
- Entrepreneurial in spirit, comfortable with autonomy and energised by the challenge of rebuilding and improving an operation.
- Takes initiative naturally, is unafraid to make decisions and does not wait to be directed.
- Able to operate effectively within a group structure, engaging constructively with peers and leadership while taking full ownership of their own organisation.
- Leads by example, earning the trust and respect of their teams while maintaining clear accountability and a culture of performance.
To apply for the post
To apply for this role, please submit a copy of your CV/resume and a cover letter outlining your interest in the role and how you fulfil the requirements set out in the job announcement. Please ensure you send your CV and Cover letter in the following format: full_name_CV_org_name_role and full_name_role_CL.
If you have any questions about the role or organisation and would like an informal chat ahead of submitting a formal application, please reach out to Ruth Gardner at ruth@upsallinternational.com. Please note: to ensure the security of your application and to ensure that your data complies with GDPR regulations, applications via email will not be accepted.
The deadline for applications is Monday 20th July, 9:00 am CET
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Upsall International actively promotes equality, diversity, and inclusion. In recruiting candidates, we seek candidates with the proven skills required, irrespective of race, gender, religion or belief, age, disability, or sexual orientation.