Donor Relations Manager (bilingual)

Doctors Without Borders / Médecins Sans Frontières (MSF) Canada•Montreal, QC

2d•Hybrid

About The Position

The Donor Relations Manager will lead donor stewardship strategy and directly manage a bilingual supporter services team for MSF Canada, ensuring every donor interaction reflects the organization's mission and values, while overseeing donation processing, handling escalated donor care, and collaborating with internal teams and external partners to continuously improve the end-to-end donor experience.

Requirements

Demonstrated team management experience in a bilingual environment (English and French)
Demonstrated interpersonal and communication skills and ability to build relationships with diverse donors.
Detail-oriented, organized, and capable of managing multiple projects simultaneously.
Proficiency with CRM systems and donor management tools.
Ability to write compelling donor communications.
Familiarity with philanthropic environments or nonprofit fundraising best practices.
Education or training in Fundraising, Customer Service, Call Center operations, or a combination of training and relevant experience.
Candidates must be legally authorized to work in Canada; MSF Canada is not able to support or relocate candidates from outside Canada.

Responsibilities

Operational support: Customer Service focus to ensure contact center service levels are met or exceeded; Quality Assurance focus to analyze and monitor weekly performance and provide feedback; Develop and execute stewardship strategies to meaningfully engage donors and increase retention.
Donor Relations team management: Lead in the hiring and development of the team members to achieve their goals, establishing trust, respect, recognition and mutual accountability in a high performance, collaborative environment.
Relationship building and team orientation: Recommend changes to policy and workflow to improve data processes and best practices; Collaborate with colleagues from Fundraising Systems unit to ensure that the data is clean and ready to use.