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Manager Donor Relations

Southern Poverty Law Center
Georgia, United States
Salary Commensurate with experience
Closing date
Dec 7, 2023

The Donor Relations Manager serves as the day-to-day operations manager of the teams responsible for the first point of contact with over 400,000 current and potential donors. This position hires, trains, prepares, and motivates their team to provide exceptional and timely service to maintain a high-level of donor satisfaction. They set objectives, analyze and report on metrics, ensure staff goals are met, provide reliable, timely, efficient support for donors and prospects, and correctly capture all data using efficient and effective systems. They establish objectives, provide the team with opportunities to expand their knowledge of SPLCs programs, troubleshoot challenges, analyze communication data (calls, email, written, etc.), and focus on improving performance and processes to better support donors and prospects.

Who You Are

Multifaceted. Demonstrated skill in working within a multi-faceted environment with exceptional capabilities in planning, organizing, and managing systems and processes and able to work in a fast-paced environment with proven ability to manage multiple competing tasks and demands, prioritizing several projects at once.

Self-Starter. Highly-motivated to learn systems, processes, procedures and programming at a quick pace to serve as the team's subject matter expert.

Observant. Be observant and detail-oriented and possess an understanding of SPLCs programs and the issues the teams are facing in their communications with donors and prospects.

People Manager. Experienced people manager with proven success in training, leading, coaching, developing or mentoring staff. Clear communicator of goals and priorities, organizational decisions, policies, and processes in perspective, keeping the SPLC's best interest at the heart of all communications, decisions, and actions.

Analytical. Skilled in evaluating team achievements based on data and providing recommendations for improvements to systems and performance.

Mission, Vision & Cultural Alignment. Demonstrated awareness for PLC's mission and vision; and a commitment to ideals of justice, equity, diversity and inclusion and fostering an anti-racist work culture and antiracist principles and learning.

What You'll Do

Monitors staff performance and goals which includes but is not limited to, reviewing correspondence, texts, phone transcripts and listening to phone calls for quality assurance and coaching opportunities by utilizing customer service tools (software, platforms and systems)

Coordinate and conduct ongoing training for the team relevant to systems, procedures, policies, performance, and organizational updates, breaking news and talking points

Guides staff through complex communications, and when appropriate, provides high-touch care for donors when issues are elevated

Develops, implements, and oversees systems for the team's professional development, process documentation, progress tracking/moves management, and metrics

Ensure all systems comply with relevant legislation and security norms, including PCI compliance and stays up to dates on on trends and developments in the industry

Maintains up-to-date standardized responses and acknowledgments by tracking and analyzing communication, identifying and reporting to the Director of Development, writers, and other staff trends to improve communication and efficiencies

Collaborates with SPLC staff, Leadership and outside vendors to refine systems, participates in the planning and visioning of the development departments annual plan, and membership collateral/website feedback

Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification

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Minimum Qualifications

We are committed to equitable hiring practices; therefore you must meet the minimum qualifications to be considered for the role.

Minimum of five years of experience working in a donor, customer, or member services team; Three years of supervisory experience in a donor, customer, or member services environment; and High School Diploma or GED.

Compensation & Benefits

This is an exempt role and the minimum starting salary is $82,432 annually. Salary will be commensurate with experience.

Click here to view the benefits available to SPLC staff.

Where and How You'll Work

This role the following work designations options:

Local Remote: Will work remotely, but is expected to attend work-related activities that occur at the SPLC offices or in the states in which the SPLC operates.

Telework: Will work at an SPLC office at least three days per week and may work two days per week from an alternative work location.

Other Special Considerations

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

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