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Manager, Donor Relations

Employer
Southern Poverty Law Center
Location
Georgia, United States
Salary
Salary Commensurate with experience
Closing date
Nov 16, 2021

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Position Type
Fundraising, Fundraising Administration, Major Gifts, Prospect Research, Other Fundraising
Fields
Advocacy, Legal Services
Employment Type
Full Time
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Summary: 

The Manager, Donor Relations serves as the manager of the team responsible for the first point of contact with over 400,000 current individual donors and other individuals interested in the work of the SPLC as the manager of the team responsible for the first point of contact with donors and potential donors. This position is responsible for ensuring that all email, phone and mail inquiries are answered quickly and accurately, and that all data is accurately captured using efficient and effective systems. This position is also responsible for the management of the donor relations and donor outreach staff.

The Manager will report to the Director of Marketing and will work closely with staff in Development as well as across the organization.

Primary Job Functions:

  • Manages Donor Relations and Donor Outreach teams to ensure exceptional and timely donor service and a high level of donor satisfaction;
  • Hire, train, establish and monitor staff performance and development goals, assign duties and conduct performance reviews;
  • Provides high-touch care for donors when issues are elevated;
  • Builds and maintains systems to support the team in responding to and recording donor inquiries;
  • Builds reporting and monitoring systems to support the growth and performance of the team;
  • Oversees the day-to-day operations of the team;
  • Coordinates and conducts ongoing training for the team and ensuring the team has access to additional training and development opportunities;
  • Ensures the team has the appropriate information from across the organization on a timely basis, including information on breaking news and relevant talking points;
  • Maintains up to date standardized responses and acknowledgements;
  • Ensures there are systems for analyzing and providing relevant donor feedback to other staff in Development and across the organization as relevant;
  • Tracks and analyzes communication, identifying trends to improve communication and build efficiencies;
  • Collaborates with the Development Operations Manager in refining department systems;
  • Participates in the planning and visioning of the Development Department's annual plan;
  • Continuously reviews membership collateral, the website and provides feedback to Digital Director to improve clarity and user experience for donors in-person and online;
  • Stays informed on trends and developments within the industry and reports back to the Director of Marketing;
  • Ensures all our systems comply with relevant legislation and security norms, including PCI compliance;
  • Manages relationships with outside vendors to ensure they provide the same level of service to donors and potential donors; and
  • Other duties as assigned.

Qualifications –

Education and Related Work Experience:

  • Five (5) years of experience working in a donor, customer, or member services team;
  • Three (3) years of supervisory experience in a donor, customer, or member services environment;
  • Experience building and maintaining efficient and effective processes for relationship management; and
  • High school diploma or GED.

Knowledge, skills and abilities:

  • Highly organized, detail-oriented and self-motivated;
  • Energy, initiative, intellect, flexibility and talent as a team player;
  • Ability to balance big-picture thinking with attention to detail;
  • Excellent verbal and writing communication and editing skills;
  • Excellent computer skills;
  • A proven ability to develop and manage a diverse team, using JEDI principles (Justice, Equity, Diversity and Inclusivity) principles;
  • Demonstrated skill to work within a multi-faceted environment with strong capabilities in planning, organizing, and managing systems and processes;
  • Must be able to work in a fast-paced environment with proven ability to manage multiple competing tasks and demands, prioritizing several projects at once;
  • Strong interpersonal skills, including the ability to develop strong working relationships with colleagues, leadership, and funders;
  • The ability to work independently and/or with a team.;
  • Positive attitude and tenacity when faced with obstacles;
  • Commitment to ideals of justice, diversity, equity and inclusion; and
  • Commitment to fostering an anti-racist work culture and to anti-racist principles and learning.

Other Special Considerations:

This job is performed under general office conditions, and is not subject to any strenuous physical demands or dangerous conditions.

Due to COVID-19, our offices are currently closed and staff is working remotely.  If this position is filled while our offices remain closed, the new employee will work remotely until the offices reopen.  We are not asking newly hired employees to relocate while the offices are closed.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.

An Equal-Opportunity Employer with a Commitment to Diversity

Southern Poverty Law Center (SPLC) is proud to be an equal opportunity employer, and as an organization committed to diversity and the perspective of all voices, we consider applicants equally of race, gender, gender identity, color, sexual orientation, religion, marital status, disability, political affiliation, national origin, or prior record of arrest or conviction.

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