Donor Relations Associate

Job Summary

The Donor Relations Associate will sit on the Donor Marketing team which generates $9 million annually from individual donors. The role involves working directly with one time and monthly donors to answer questions and resolve issues, facilitating lapsed donor campaigns to re-engage inactive groups, and coordinating with vendors on donor acknowledgement projects. This is an ideal position for a candidate who wants to connect with and support people who care about our mission and grow their own career in the individual giving space.

Purpose : The Donor Marketing Associate will provide donor care to one time and monthly supporters.

Engagement : The role involves working with one-time and monthly donors. It will report to the Associate Director, Donor Marketing and work very closely with the Donor Marketing Officer, Donor Development Officer, Fundraising Systems team, and wider External Relations team.

Key activities in your role will include

Essential Job Duties

(Define main functions/roles and then define the specific/key job duties in each of them).

• Frontline Donor Care
• Act as first point of contact for individual donors
• Handle calls and emails from existing and prospective donors
• Provide high quality customer service to fulfill requests, provide information, help, and/or solve donor-related problems
• Forward/escalate donor or fundraiser inquiries to the appropriate gift officer, as needed

Monthly Donor Relationship Management

• Act as the main point of contact for donors in the monthly giving program; respond to all questions, inquiries and information requests.
• Complete all donor support requests for setting up, cancelling, and updating monthly gifts via phone and email
• Assist with gift processing and record updates related to monthly donor upgrade and renewal appeals
• Assist in the delivery of activities for monthly donor appreciation and engagement, including but not limited to new monthly donor welcome mailings, broadcast voicemails, and virtual event invites
• With direction from Donor Marketing Officer, assist in the implementation of a lapsing monthly donor reactivation strategy

Oversee Gift Acknowledgement & Stewardship Activities

• Manage gift acknowledgement process with vendor
• Support batch thank you process for mid-level supporters
• Regularly review and update letter copy for gift acknowledgment templates
• Ensure peer-to-peer fundraisers and Facebook fundraisers are thanked during the year
• In coordination with the Donor Marketing Officer, deliver annual donor appreciation touchpoints including annual holiday card and summary tax receipts

Admin & Reporting

• Work with Fundraising Systems team on reporting and KPI metric measurement for donor marketing campaigns
• Coordinate with Fundraising Systems team to ensure timely and accurate recording of all donor interactions and updates within Funraise and Raiser’s Edge
• Audit and prepare lists for inhouse appeals and cultivation pieces
• Other duties as required

Do you meet the profile required criteria?

Physical Demands

• While performing the duties of this job, the employee is required to sit for long periods and to concentrate on work, including typing, and turn out heavy volumes of work accurately, within short time frames under stressful situations in the context of a moderately noisy office with interruptions.
• To travel to the field, the employee must attest to a level of physical fitness capable of enduring physically difficult, highly stressful situations which may include the necessity to walk long distances, to eat a limited diet and/or to reside in potentially uncomfortable housing or tents.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions, Travel and Environment

• The duties of the job require regular job attendance at least five days per week. Must be available to work outside normal office hours or on the weekends as required by contact with the missions, mission security, or other obligations.
• Must be able to travel as required for standard domestic and international business travel as well as to the missions if appropriate. While visiting the field, the employee may be exposed to precarious settings under high security risks and/or very basic living conditions and outside weather conditions, as well is to infectious diseases.

Gender Equality Commitments & Zero Tolerance to Abuse

• Foster an environment that reinforces values of people of all genders equal access to information.
• Provide a work environment where people of all genders must be evaluated and promoted based on their skills and performance.
• Promote a safe, secure, and respectful environment for all stakeholders, particularly for children, beneficiaries, and members of staff.
• Help to prevent any type of abuse including workplace harassment and sexual abuse and exploitation.
• Respect beneficiaries’ women, men, children (boys and girls) regardless of gender, sex orientation, disability, religion, race, color, ancestry, national origin, age, or marital status.
• Value and respect all cultures.

Required Qualifications

Bachelor’s Degree or equivalent experience

Required Skills & Experience

• 2 - 3 years’ experience in a customer service or donor relations role, non-profit experience preferred.
• Excellent verbal and written communication skills
• Proficient in the Microsoft Office Suite
• Experience using a customer service software such as ZenDesk
• Experience with CRMs like Raiser’s Edge or Salesforce as well as digital platforms like Funraise or Classy etc.
• Enjoys talking to donors on the phone, be it thanking, or asking them to take an action.
• Passionate and proactive
• High attention to detail
• The ability to work on multiple projects concurrently, while prioritizing higher priority tasks
• Flexible and open to change within a growing team environment.
• Fluency in written and oral English is required.
• Passion for Action Against Hunger’s mission

We provide equal employment opportunities (EEO) to all employees & qualified applicants for employment without regard to race, color, religion, gender-identity, ancestry, sexual orientation, national origin, age, handicap, disability, marital status, or status as a veteran. ACF-USA complies with all applicable laws governing nondiscrimination in employment. Gross annual starting salary : $50,000-$53,000

Conditions

Living conditions

Security conditions