Individual Giving Associate

Description

and will be considered for the screening, shortlisting and selection of candidates.

Desired Candidate Profile

IG Associate (Donor Care) – Toronto, Canada (Maternity Leave Cover)

Applicants must be resident in and eligible to work in Canada when applying.
To be eligible to work in Canada, applicants must have one of the following legal statuses: Canadian citizen OR a (valid) Permanent Resident of Canada OR authorization in writing to work in Canada under the Federal Immigration Act (valid work permit).

The role of PSP Individual Giving Associate will report to the Assistant PSP Officer within the Fundraising Support Unit. As the lead of our Donor Care team, this position is vital in the management of our growing donor file, ensuring they are communicated with in a timely manner and maintaining an excellence in donor care and customer service that they have come to expect. This role will also look to build upon the donor care practices currently in place to ensure we are communicating effectively with all our donors across a variety of channels and identifying areas of improvement, such as additional retention strategies for monthly donors and streamlining processes and current systems in place. Alongside the management of our donor care systems, including currently working in Raiser’s Edge and assisting our Data Team with a CRM transition to Salesforce, this role also manages two Donor Care Assistants. This role will also work closely with a variety of internal and external
stakeholders, including our bureau office in Ottawa, our Communications team, our Individual Giving team, our Major Gifts team and our Data team as well as various vendors to troubleshoot donor specific inquiries and needs. Bilingualism in French would be an asset to this role.

2. Duties:
Donor Care:
- Build and maintain strong relationships with existing donors, and prospective donors, ensuring regular communication and personalized engagement leading to enhanced donor satisfaction and loyalty
- Serve as the primary point of contact for donor inquiries and concerns, promptly addressing any issues and providing excellent customer service
- Manage inputs into donor database, ensuring accurate and up-to-date records of donor interactions, contributions and preferences
- Manage a team of two donor care assistants to ensure all donor care responsibilities are handled in a timely manner
- Ensure donor care team members are trained and supported in their roles including performance monitoring and pursuit of growth opportunities
- Analyse donor data and fundraising performance metrics to access the effectiveness of donor relations efforts, identify areas for improvement and provide monthly report on donors’ feedback to the rest of the team.
- Manage tax receipting process on an annual and bespoke basis identifying areas of improvement and growth
- Manage inhouse reactivations efforts for monthly donor file, including monthly expiration and decline emails and reactivation calling
- Collaborate as integral part of the fundraising team to help create compelling fundraising campaigns
- Collaborate with other departments and stakeholders to ensure alignment of donors relations efforts with overall organization priorities
- Manage office inventory to ensure that all inventory needs are handled for the office and for our external vendors for tax receipting and donor service letters.
- Maintain and create updated FAQs to external vendors and the UNHCR donor care team. To also ensure that the donor care page on the website is up to date and reflects donors’ preference.
- Assist data team and fundraising team in migration to new CRM (Salesforce), ensuring all donor requirements are met
- Adhere to ethical fundraising practices and maintain strict confidentiality of donor information and contributions
- Stay informed about current trends and best practices in donors relations to improve and grow the proficiency of the donor relations team and to develop strategic improvements for overall donor care interactions
- Perform other duties as required.

Functional Clearance

This position doesn't require a functional clearance

Required languages (expected Overall ability is at least B2 level)

English

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Desired languages

French

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Additional Qualifications

CO-Cross-cultural communication, CO-Drafting and Documentation, PS-Direct Marketing and Direct Response Fundraising, PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc., PS-Reporting for private sector fundraising and partnershipsBachelor's, High school diploma (Required)Business Administration - Other, Economics - Other, Public Administration - Other

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