Manager, Sustainer Retention, Nationwide Membership

ACLU - National Office•New York, NY

10h•$108,254•Hybrid

About The Position

The ACLU seeks applicants for the full-time, term limited position of Manager, Sustainer Retention in the Development Department of the ACLU’s National office in New York, NY. This is a hybrid role that has in-office requirements of two (2) days per week or eight (8) days per month. This is a three-year term-limited position. The ACLU’s passionate community of donors and activists is stronger than ever. The mission of the ACLU’s Development Department is to unlock the full potential of donors and the ACLU as partners in the creation of a more perfect union. We pursue our mission by building long-term donor relationships and organizational partnerships, by demonstrating impact in response to threats, by taking interest in our donors and facilitating personal action, by being accountable stewards of their funds, and by asking donors to consider giving the ACLU their full support. This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU). Reporting to the Associate Director, Sustainer Retention, the Manager will be key to growing the ACLU’s Guardians of Liberty monthly giving program. Representing over 60% of the c4 funding raised by the Nationwide Membership team, monthly donors are the centerpiece of the ACLU’s Nationwide Membership program. This position will be responsible for helping to manage marketing efforts across multiple channels to acquire, convert, retain, upgrade and recapture sustaining donors.

Requirements

Direct experience project managing campaigns for low dollar, multi-channel mid to large sized fundraising programs
Comfort working with large sets of data; prior experience with Salesforce products a plus
Understanding of sustainer or subscription-based marketing metrics and tactics
Ability to manage multiple priorities
Comfort communicating with donors and external partners
Ability to apply sound judgement and to maintain donor data confidentiality

Nice To Haves

Experience with telemarketing and/or email programs, preferred
Experience with fundraising copy and scripts, preferred
Experience analyzing campaign performance and making data-informed recommendations, preferred

Responsibilities

Manage upwards of 148 marketing campaigns annually, designed to acquire, upgrade, convert, and recapture sustainers through direct mail, email, texting, digital ads and telemarketing. Oversight will include but not be limited to managing segmentation strategies to ensure donors are receiving the right ask at the right time, data pulls to ensure that segmentation strategy was properly executed, copy review to ensure that the ACLU’s message is accurately translated into an effective ask, and bluelines to ensure final product aligns with strategy.
Collaborate with multiple internal teams and external consultants to develop solicitation strategies to reach program goals, evaluate performance of individual efforts balancing both cost as well as immediate and long-term revenue, and make recommendations for strategic shifts in approach and timing in response to performance by channel.
Manage telemarketing vendor call performance through close monitoring to manage quality control, review donor feedback, update talking points and manage volume and scale in response to media moments.
Ensure that vendor invoices accurately reflect work promised and completed. Work with vendors to ensure that issues are corrected.
Track and report on monthly sustainer billing success: success rates, month over month performance, and reported decline reasons. Use success reports to lead regular strategic planning on how to increase success rates.
Handle escalated and high-dollar sustainer pledge inquiries and concerns: updating pledge details, looking into duplicate payment concerns, and similar issues
Assist in day-to-day management of direct marketing campaigns, with a focus on telemarketing, email, and text.
Engage in special projects and other duties as assigned

Benefits

Time away to focus on the things that matter with a generous paid time-off policy
Focus on your well-being with comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment)
Plan for your retirement with 401k plan and employer match
We support employee growth and development through annual professional development funds, internal professional development programs and workshops

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