Donor Experience Director

The Wounded Warrior Project’s (WWP) Donor Experience Director is a leader and influencer to internal and external parties to drive the direction for the best-in-class donor experience operating models and practices. The Donor Experience Director is responsible for all aspects of the donor experience including managing contracts and vendor relationships, e.g., ACD (Call Center), Aegis (mail processing), and other vendors, to deliver an exceptional and differentiated service and experience to donors, prospective donors, and colleagues. He/she develops and implements donor service strategies to strengthen donor relationships, improve donor communications, and enhance donor stewardship and cultivation efforts.

DUTIES & RESPONSIBILITIES

  • Provide strategic oversight of the donor experience operating models and practices to ensure a consistent and dedicated focus on donor stewardship.
  • Collaborate with internal teams and lead the planning and implementation efforts and ensure successful execution and deployment of initiatives that create a model donor experience for all segments.
  • Define and deploy solutions across functions to optimize donor communications and drive optimal donor touch points throughout the donor lifecycle. Ensure a consistent focus on donor stewardship, cultivation and service.
  • Oversee donor acknowledgement and recognition services. Oversee processing of donations and ensure accuracy and efficiency of tracking and subsequent donor acknowledgements.
  • Manage day-to-day donor experience activities including gift processing functions, communications, and customer service trend analyses.
  • Lead gift acceptance due diligence process and oversee complicated asset transactions (GAT Member).
  • Create and deploy innovative programs and projects to thank, steward, and communicate with donors and supporters.
  • Lead and manage the day-to-day activities of the donor experience team including coaching and skills development and defining clear success metrics and KPIs.
  • Serves as liaison for all donor services operations. Address urgent departmental issues, donor requests, and other constituent services
  • Manage contracts and relationships among WWP and the vendors handling customer service and various processing services.
  • Provide donor experience oversight for donor-centric related events, i.e., Carry Forward, CABD, Soldier Ride.
  • Manage the continual assessment, refinement, and implementation of WWP’s stewardship and gratitude strategic plans.
  • Perform industry analyses to identify competitive benchmarks for donor expectations.
  • Analyze data to track and monitor donor trends. Report findings to appropriate teams for awareness. Make recommendations informed by findings.
  • Conduct gap analyses between donors’ expectations and current processes. Make recommendations informed by findings.
  • Maintain current knowledge on practices surrounding the non-profit industry and donor services.
  • Other duties as assigned
 KNOWLEDGE, SKILLS, & ABILITIES

  • Demonstrated knowledge of fundraising best practices and understanding of how the donor databases and donor services operations influence practices and support the organization’s fundraising goals.
  • Demonstrated experience cultivating and stewarding corporate, foundation, and individual donor partnerships. Strong influencing skills.
  • Exceptional interpersonal skills.  Demonstrated ability to build and maintain successful and effective relationships with donors and vendors and at all levels of the organization.
  • Demonstrated proficiency in the use of customer relationship management (CRM) systems, e.g., Data Management Inc. (DMI) and Salesforce.
  • Demonstrated success leading, coaching, and mentoring teams for results. Proven management skills that foster an open dialog with staff. Ability to remain flexible and work within a collaborative and team-oriented environment.
  • Strong presentation skills. Confident communicator with demonstrated ability to present information effectively to individuals and groups.
  • Excellent organizational and time management skills with the ability to prioritize, delegate responsibility, and ensure deadlines are met. Effectively prioritize and manage multiple priorities with a strong attention to detail in a fast-paced environment
  • Demonstrated analytical ability to utilize critical thinking skills in problem solving, plnning and optimization.
  • Demonstrated sound judgement and ability to handle sensitive and confidential information appropriately.
  • Demonstrated understanding of budget management.
  • Demonstrated initiative to drive team and organizational performance goals, effectively troubleshoot and problem solve, identify innovative solutions, and facilitate continued growth.
  • Demonstrated ability to establish credibility, be decisive, influence others, and influence change.
  • Strong business acumen with the ability to monitor, compile, and analyze data to guide decision making and capitalize on opportunities.
  • Demonstrated understanding of Wounded Warrior Project and its mission, values, programs, and services, and the impact of these programs and services on wounded warriors and their families.
  • High energy level, self-starter, and willing to take initiative.
  • Unequivocal commitment to the highest standards of personal and business ethics and conduct.
  • Mission-driven, guided by core values, and a pleasure to work with.
 EXPERIENCE

 Requirements:

  • Seven years of experience in a customer service or donor service role.
  • Five years of experience using and managing donor/customer relationship databases and systems.
  • Five years of staff management experience.
  • Two years of experience managing budgets.
 Preferences:

  • Seven years of experience in a non-profit organization.
 EDUCATION:

 Requirements:

  • Bachelor’s degree.

 

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