Supervisor Donor Experience

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.

ESSENTIAL JOB FUNCTIONS

1. Manage and motivate staff to execute daily activities with a donor centric mindset. Manage random audits of staffs 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 ALSACs retention renewal and recruitment strategies.
2. 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.
3. Establish a rapport with employees donors internal business partners and vendors to build and manage relationships that are pertinent to ALSAC operations. Interpersonal skills are required to interact with diverse groups of people. This may include but isnt limited to facilitating feedback sessions attending in-person fundraising events hosting check presentations participating in major ALSAC events and/or executing campus tours.
4. 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.
5. 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 isnt 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.
6. 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 organizations brand while maintaining ALSACs non-profit status.
7. 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.
8. 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.
9. Work collaboratively to provide operational coverage as needed across Donor Experience potentially oversee 1-3 teams of remote and in-office staff any given day. Ensure staff have the necessary resources to perform assigned tasks.
10. Participate in task force efforts as needed.

• 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.
• Working knowledge of contact center operations back-office processes account management or customer service is a plus.
• Knowledge ordinarily acquired through attainment of a Bachelors 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 Bachelors Degree. Must possess a valid drivers license.

• 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
• And more

ALSAC is an equal employment opportunity employer.

ALSAC does not discriminate against any individual with regard to race color religion sex national origin age sexual orientation gender identity transgender status disability veteran status genetic information or other protected status.

No Search Firms:

ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.