Wounded Warrior Project’s (WWP) Donor Experience Manager leads the team focused on delivering exceptional customer service to our donors. The manager will develop donor service strategies, implement and analyze actions designed to strengthen donor services and donor communications, and enhance donor stewardship and cultivation efforts. In addition to supervising the day-to-day activities of the team, the manager will professionally coach and develop teammates, and will manage contracts and relationships with external vendors.
Areas of Responsibility:
- Supervise the teammates comprising the donor experience workgroup
- Manages all day-to-day donor experience activities to include gift processing functions, communications, and customer service trend analyses.
- Manages the continual assessment, refinement, and implementation of Wounded Warrior Project’s stewardship and gratitude plans.
- Leads planning and implementation efforts; provides strategy oversight, and ensures a consistent focus on donor stewardship, cultivation, and service.
- Oversees donor acknowledgement and recognition services
- Oversees processing of donations and ensures accuracy and efficiency of tracking and subsequent donor acknowledgements.
- Leads gift acceptance due diligence process and oversees complicated asset transactions
- Serves as liaison for all donor services operations
- Leads the development, maintenance, and improvement of departmental procedures and best practices.
- Addresses urgent departmental issues, donor requests, and other constituent services
- Trains, develops and mentors staff.
- Develops and manages departmental budget
- Oversees and manages relationship between WWP and vendors handling customer service and various processing services
- Stays abreast of best practices surrounding non-profit industry and donor services.
- Other duties as assigned
Educational Background:
Bachelor’s Degree required
Skills/Experience:
- Excellent customer service skills
- Excellent organizational, written and communication skills
- Self-motivated, positive, outgoing, personable and able to relate well with diverse populations and age groups
- Demonstrated commitment to the organization and able to timely complete required assignments
- Ability to take initiative, multi-task and work well under pressure
- Effectively manage multiple priorities with a strong attention to detail in a fast paced environment
- Organized, diligent, and able to troubleshoot, problem-solve and prioritize
- Strong organizational and time management skills with a highly developed attention to detail
- Proficiency in the use of Microsoft Office programs, MS Word, Outlook, MS Excel, and donor database software
- Mission driven, guided by core values, and a pleasure to work with
Education & Experience Requirements
- Minimum of three (3) years direct staff management experience required
- Minimum of three (3) years of experience in the use of Microsoft Office programs required
- Minimum of four (4) years of experience in customer service industry required, non-profit industry preferred
- Minimum of three (3) years of experience using donor/customer databases and CRM systems preferred
Job Function:
Organization Info
Listing Stats
Post Date:
Jan 19 2018
Active Until:
Feb 19 2018
Hiring Organization:
Wounded Warrior Project, Inc.
industry:
Nonprofit