Supporter Relations/Donor Services/Member Services Manager

Purpose

Support IFAW’s mission and growth by providing senior leadership and strategic direction to IFAW’s Worldwide Supporter Relations unit. Direct, manage and monitor IFAW’s worldwide Supporters Relations operations, staff, systems, and business practices. Working with the worldwide SR Manager team, establish and implement departmental best practices (SOP’s) while ensuring operational efficiencies and adherence to service level standards. Develop and implement donor centric communication programs that are integrated with IFAW’s fundraising strategies, reinforce and strengthen IFAW’s brand, and build long term loyalty with IFAW’s supporters. Implement reporting to measure the effectiveness of departmental communication programs and refine/adapt objectives and strategies based on program results. This position is a highly visible role within IFAW that interfaces with staff throughout the organization including Country Directors, Fundraising Department leaders, Cause Related Marketing resources and program communications staff.
Accountabilities/ResponsibilitiesLead the Supporter Relations team in providing world class customer care to IFAW supporters and the general public. Develop and implement global business practices and communication programs that reinforce and strengthen IFAW’s brand. Develop strategies that nurture stronger relationships and build loyalty with IFAW’s supporters. Implement acquisition, retention, cross-selling, up-selling, and recapture programs that generate net income and drive long term donor value. Define metrics and reports to measure program efficacy. Work with leaders from fundraising, marketing, and the program communication departments to better integrate and coordinate activities driving toward a more diversified and donor centric fundraising model. Identify and implement data capture programs that provide IFAW with a better understanding of our constituents’ interests, preferences and needs with the goal of enhancing the service level that we provide, while also allowing for more customized communications and improved targeting of supporters with information and services that are most relevant to them. Improve operational efficiencies of the Worldwide SR unit. Establish and monitor service level standards for key activities including donation processing, sustainer pledge entry, file hygiene, acknowledgment fulfillment, literature fulfillment, financial reconciliation, returned mail processing, and in-bound phone, mail, & email correspondence. Identify and implement processing efficiencies with the objective of lowering costs, improving accuracy, and reducing timeframes for fund deposit, file hygiene, fulfillment, and customer service functions. Develop a global Supporter Relations staffing model that incorporates key functions, processing volumes, fundraising growth objectives, revenue diversification goals, and the addition of new services while considering country specific requirements. Provide ongoing guidance, direction, motivation, and mentoring to the Worldwide Supporter Relations Manager Team. Build a cohesive team with a shared mission, vision, and a common set of objectives. Ensure strong internal communication and coordination. Identify and implement training opportunities that support both IFAW’s business objectives and the personal /professional growth of staff. Develop and manage the department’s annual operating budget. As a member of the Client Services Team maintain an in-depth knowledge of the supporter database (Team Approach) functions, processing, and procedures. Define system capabilities required to meet departmental business objectives and enable programs. Manage the front desk reception area function and staff including the centralized purchasing of office supplies. Benchmark departmental performance against peer organizations. Requirements7+ years experience in a customer /donor service management capacity Proven ability to mange a high volume donor correspondence, data entry, and fulfillment operation achieving operational excellence. Demonstrated track record of implementing communication programs in a customer service environment that drive donor loyalty, retention, net income, and long term value. Experience working with a team of colleagues to develop and implement CRM strategies and programs. The ideal candidate will have worked in a non-profit setting and has experience integrating the customer service function as component of an integrated, multi-channel, donor centric fundraising program. Ability to develop and maintain successful interpersonal relationships with donors, staff, and all levels of management. Demonstrated ability to build teams and motivate staff. Excellent verbal and written communication skills. International experience strongly preferred. International travel will be required. Experience with Team Approach fundraising software would be a plus.