Circle 4 Marketing, LLC

Donor Experience Manager

Circle 4 Marketing, LLC

full-time

Posted on:

Origin:  • 🇺🇸 United States • Washington

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Salary

💰 $80,000 - $100,000 per year

Job Level

Mid-LevelSenior

About the role

  • Lead and provide oversight to the Donor Experience team responding to donor inquiries via email, phone, postal mail, and fundraising platforms.
  • Research, pilot, and implement AI chatbots and tools to improve donor response times and provide 24/7 support.
  • Lead proof-of-concept projects for natural language processing tools to analyze donor feedback and sentiment across channels.
  • Oversee acknowledgements processing and delivery; maintain Tribute and In Honor of request responses.
  • Manage individual matching gifts process and coordinate with corporate matching gifts team.
  • Research and collect aging pledge commitments and coordinate with Donor Relations and Finance teams.
  • Conduct quality assurance checks on processes and workflows to ensure a great donor experience.
  • Develop and maintain written guidelines and procedures for donor experience workflows.
  • Provide training, coaching, and development to Donor Experience team members.
  • Gain and share expertise on fundraising platforms donors use to give to WCK.
  • Collaborate with senior leaders and contribute to various team projects as assigned.

Requirements

  • Minimum of 3+ years of progressive experience in donor experience, including at least 1 year in a supervisory role.
  • 2+ years of customer service experience, ideally within a nonprofit environment.
  • At least 1 year of experience with Salesforce NPSP or other customer relationship management (CRM) databases.
  • Proven ability to supervise, lead, and communicate clearly within a team setting.
  • Strong understanding of the complexities of high-volume, multi-channel giving.
  • Direct experience with gift entry, data file processing, and data uploads.
  • Demonstrated ability to organize and prioritize work, delegate tasks appropriately, and solve problems through analysis and interpretation of information.
  • Excellent written and oral communication skills, with exceptional business writing and proofreading expertise.
  • Proficiency with Excel and/or Google Sheets, and Microsoft Word.
  • Strong commitment to accuracy, timeliness, clarity, and attention to detail.
  • Demonstrated flexibility, eagerness to learn, and comfort with ambiguity in a fast-paced environment.
  • Enthusiasm for exploring new technologies and methods to improve results.
  • Preferred: experience in fundraising, development, or operations environment, coordinating with outside vendors, and multicultural experience.
  • Applicants must be authorized to work for any employer in the United States; WCK cannot sponsor employment at this time.