The Direct Response Manager is an integral member of the team responsible for a multi-million-dollar strategic direct marketing program. The Direct Response Manager also oversees customer care, which includes acknowledgements and Member Services. The Manager is responsible for implementing marketing strategies through daily oversight of in-house staff and production consultants. The Manager oversees the administrative processes of the marketing programs and looks for improvements. The Manager collaborates with Director and consultants on mail strategy and testing plans. The manager creates an exceptional donor experience by managing member services staff, inbound phone center, and acknowledgement/caging vendors to provide high-quality responsive customer service.
- Implement, monitor and refine fundraising strategy for direct mail marketing program
- Monitors costs and performance of mail program against budget.
- Oversees administrative functions of mail program including state registration processes, invoicing systems, file maintenance, sample storage and data flows.
- Oversees workplace giving application processes, vendor relationships and administration.
- Oversees handling telemarketing vendor set-up, compliance and financial reporting.
- Oversees applications with charitable regulators such as BBB and Charity Navigator.
- Oversees a strategic acknowledgement and cultivation program that increases donor retention through timely processing of thank you letters, creation of newsletters and informational call-in sessions. Identifies new and effective ways to cultivate donors and manages relationship with vendor responsible for acknowledging donors.
- Oversees member services staff and call center. Works to resolve any customer service issues. Insure callers have up-to-date scripts and work instructions and are following them.
- Manages Direct Response Assistant who works on unit administration and daily approvals of copy and art.
- Other duties as assigned
- 5+ years’ experience in a nonprofit direct mail program. Knowledge of and experience with direct response marketing. Excellent computer skills. Excellent inter-personal skills and willingness to talk to a variety of people via phone and email. High level of attention to detail. Ability to proofread and edit copy. Demonstrated initiative in problem solving in a customer-orientated environment a must. Demonstrated ability to work well in a team environment, to handle pressure and multiple projects simultaneously and to manage work under tight deadlines.