The Senior Specialist, Donor Marketing Programs works with the Director, Direct Mail to manage critical programs with an emphasis on renewal, retention and upgrade of donors, resulting in increased revenue generation and donor loyalty.The Senior Specialist will specifically manage outbound telemarketing campaigns and mid-level giving program with responsibility for approximately $2MM+ in annual revenue. He/She is responsible for the ongoing campaign reporting, budget tracking and quality control of the campaigns in partnership with vendors and internal ACS stakeholders.The Senior Specialist is responsible for campaign development, audience selection criteria, script and creative materials development needed for the implementation of outbound telemarketing fundraising campaigns and mid-level giving program executed by external agency partner(s). The Program Senior Specialist will also assist in the delivery of our direct mail campaigns within our core renewal, conversion and acquisition direct mail programs and other special direct response campaigns; and understand how telemarketing and mid-level giving programs integrate with these core programs.
Management of pilot mid-level giving program
- Establish a new program designed to upgrade and retain a high-value segment of the core renewal direct mail donors. Guide agency partner on program communication strategy and obtaining custom content from various Society stakeholders.
- Manage the program from strategy to execution; including creative development, data quality checks, review and proofing, and analysis of segmentation and results.
- Day-to-day execution of program deliverables and evaluate program efficiency, customer experience and program trends.
- Facilitate communications between agency partner and ACS Marketing Operations, Shared Service Business Center, National Donor Stewardship Team and other internal Society departments.
- Work with agency partner on the development of exclusive donor program benefits; manage all logistics for implementation and delivery of benefits utilizing ACS stakeholders to develop content and media delivery; with the goal of increased donor engagement and experience.
Management of outbound telemarketing fundraising campaign
- Work with Director to define campaign goals for two (2) campaigns throughout the year; guide agency partner on offer and call to action, defines metrics and tracking, and campaign set up.
- Manage the program from strategy to execution; includes script and rebuttal development, data file coordination, data quality checks, review and proofing, and facilitation of trainings with outbound telemarketing callers for campaign kick-off. Detailed coordination of campaign fulfillment, payment and gift processing, day-to-day problem resolution. Monitors campaign progress, tracks daily call and revenue results and manages budget tracking.
- 3-5 years campaign management or direct marketing experience; nonprofit experience preferred.
- Prior experience in a customer service role.Demonstrates Integrated Marketing Competencies:
- Manages ambiguity - Operates effectively, even when things are not certain or the way forward is not clear.
- Collaborates - Builds partnerships and working collaboratively with others to meet shared objectives.
- Customer focus - Builds strong customer relationships and delivering customer-centric solutions.
- Cultivates innovation - Creates new and better ways for the organization to be successful.
- Plans and aligns - Plans and prioritizes work to meet commitments aligned with organizational goals.
- Drives results - Consistently achieves results, even under tough circumstances.
- Builds effective teams - Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
- Drives vision and purpose - Paints a compelling picture of the vision and strategy that motivates others to action.
Other Skills:
- Previous vendor management experience.
- Strong customer service experience.
- Excellent verbal and written communication.
- Ability to project management and display strong organizational skills.
- Experience managing expense and revenue budgets.
- Ability to work well under pressure and in a team environment.
- Excellent computer skills, including PowerPoint, MS Word and Excel spreadsheets.
- Ability to work well in team / collaborative environment.
We are committed to providing staff with fulfilling opportunities to learn, grow and make an impact in their local communities. We offer staff a generous paid time off policy; medical, dental and retirement benefits, and professional development programs to enhance staff skills.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.