Donor Care Manager

This position leads and manages the donor care and orphan care departments, which are responsible for all incoming and outgoing donor communication.

Status: Full-Time, Permanent
Location: Burlington, ON
Department: Donor Care
Start Date: Immediate

Essential Duties and Responsibilities:

  • Lead a team of 6-8 staff who are responsible for donor communication and orphan program reporting
  • Ensure team members are motivated, engaged and developing professionally while maintaining productivity and high-quality deliverables
  • Capacity planning, i.e. understand and optimize resource allocation and needs within the department
  • Conduct data mining, reporting on key metrics and stats and other qualitative and quantitative analytics to measure and improve departmental and organizational objectives
  • Collaborate with the marketing, fundraising, finance and program teams to improve the donor journey (acquisition, retention, stewardship) to enhance donor engagement
  • Introduce new methods focused on donor satisfaction, i.e. loyalty and retention
  • Formalize processes that involve other departments to ensure consistencies in processes across the organization
  • Ensuring consistent messaging on various channels of communication with donors
  • Understand complex system workflows and redesign processes and procedures, as appropriate, to enhance current procedures with efficiencies and effectiveness
  • Ensure seamless change management for the department during ongoing organization-wide technology transformation project
  • Liaise with international program delivery partners for quality control, compliance and process improvements, which may include travelling to field offices internationally

Qualifications and Requirements:

  • 1-2 years of experience related to customer service and data management
  • Post-Secondary Education; University degree preferred
  • Proficiency in MS Excel is an asset
  • Demonstrated leadership experience
  • Excellent communication, organization, project management and problem solving skills
  • Self-motivated and takes initiative
  • Ability to think creatively and innovatively
  • Attention to detail
  • Must be eligible to work in Canada
  • Available to work flexible hours, additional as required