Supervisor - Donor Experience

ALSAC • Memphis, TN

6d

About The Position

At ALSAC you do more than make a living; you make a difference. We like people who are different…because we’re different, too. As one of the world’s most iconic and respected nonprofits, we know what it’s like to stand out. That’s why we’re looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.®

Responsible for leading donor-facing and/or transactional teams that aid the Enterprise in recruiting and sustaining donors, as well as processing donations and fulfilling donor requests. Supervise, train, and develop staff to execute business strategies across Mass Marketing, Experiential, and Relational brand awareness and fundraising efforts. Use problem solving and good decision-making skills to ensure escalated donor concerns are addressed in a timely manner. Collaborate across teams to accomplish ALSAC goals, maintain and enhance key metrics, and meet donor expectations.

Requirements

• Management, organizational, leadership, and interpersonal skills required to interact with diverse groups of employees across the organization.
• Ability to solve problems and have good decision-making skills.
• Ability to communicate in a clear and concise manner verbally or in written form.
• Requires general knowledge of arithmetic and Microsoft Excel.
• Ability to manage time effectively between competing projects and/or tasks.
• Understand the fundamentals of driving for results.
• Knowledge ordinarily acquired through attainment of a Bachelor’s Degree and 2-3 years of related banking, customer service, fundraising, non-profit, contact center, or sales experience; 5+ years of related experience can be substituted for a Bachelor’s Degree.
• Must possess a valid driver’s license.

Nice To Haves

• Working knowledge of contact center operations, back-office processes, account management, or customer service is a plus.

Responsibilities

• Manage and motivate staff to execute daily activities with a donor centric mindset.
• Manage random audits of staff’s work for quality, productivity, and program knowledge.
• Coach, develop, and counsel staff to provide accurate work and quality interactions with donors and volunteers that meet or exceed Quality standards.
• Administer performance reviews for staff.
• Monitor performance results that are key to expanding our donor base as it pertains to ALSAC’s retention, renewal, and recruitment strategies.
• Analyze reports to effectively track performance, transaction output, and efficiencies.
• Monitor and channel donor feedback accordingly to positively impact marketing and development trends for Mass Marketing, Experiential, and High Wealth campaigns.
• Establish a rapport with employees, donors, internal business partners, and vendors to build and manage relationships that are pertinent to ALSAC operations.
• Manage the teams that provide support to low, mid, and high-level donors via direct communication, transactional tasks, or back-office processes that come through various contact channels (phone, email, mail, text, chat, and social media).
• Support stewardship and cultivation of existing and potential donor groups.
• Ensure follow-up is executed for donor requests and the proper acknowledgement is implemented.
• Supervise administrative tasks and processes as needed.
• Oversee sensitive donor situations and/or report them to the appropriate departments.
• Maintain security standards to protect confidential donor information which could include but isn’t limited to banking, credit cards, and ACH bank account numbers.
• Hold employees accountable to donor resolutions, performance metrics, established KPIs, and service level agreements (SLAs) to meet ALSAC objectives and strategies.
• Work with staff to ensure compliance with ALSAC policies and procedures.
• Work with the leadership team and business partners to ensure outreach efforts align with measures that protect the organization’s brand while maintaining ALSACs non-profit status.
• Responsible for maintaining integrity of donor/partner/volunteer data by updating ALSAC databases and reporting system problems promptly and proactively.
• Document processing procedures and work flows within the department.
• Communicate updates and resolutions to staff.
• Identify operational issues and propose recommendations and/or feedback for new initiatives.
• Responsible for interviewing, hiring, and on-boarding new employees.
• Balance needs for working with remote and on-site staff.
• Effectively lead and execute zoom chat sessions/meetings and participate in virtual learning initiatives as needed.
• Ensure new and existing employees are trained effectively to provide great donor experiences, and support events that generate revenue for sustaining the organization.
• Work collaboratively to provide operational coverage as needed across Donor Experience teams.
• Could potentially oversee 1-3 teams of remote and in-office staff any given day.
• Ensure staff have the necessary resources to perform assigned tasks.
• Participate in task force efforts as needed.

Benefits

• Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)
• 401K Retirement Plan with 7% Employer Contribution
• Exceptional Paid Time Off
• Maternity / Paternity Leave
• Infertility Treatment Program
• Adoption Assistance
• Education Assistance
• Enterprise Learning and Development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level