What are the responsibilities and job description for the Donor Services Manager position at Houston Food Bank?
Starting Pay: $64,600 - $80,750
POSITION SUMMARY:
The Donor Services Manager (DSM) is responsible for serving as primary subject matter expert for Houston Food Bank’s (HFB) constituent relationship management (CRM) database system and ensuring the overall integrity of the data contained therein, thus supporting front-line fundraisers in building and tracking relationships and outcomes with donors, potential donors, volunteers, and other supporters. The DSM develops and updates HFB’s CRM policies and procedures, and ensures users are kept current through new employee CRM on-boarding and regular tips and training sessions on a variety of CRM topics. The position works closely with teams within Development, Data/Research, and Accounting to provide relevant donor and finance-related reports, reconciliations and audit responses.
Adhere to PACT values. (Purpose: Using our strengths passionately to contribute to our mission. Accountability: Choosing to rise above one’s circumstances and demonstrating ownership to achieve results. See It. Own It. Solve It. Do It. Courage: Standing up for what’s right and acting. Transparency: Doing things openly and honestly).
ESSENTIAL JOB FUNCTIONS:
- Serves as the subject matter expert for the Development CRM.
- Ensures that proper documentation, procedures, and policies are maintained for data integrity.
- Develops standards, procedures, and conventions for data and database use and monitors use and application to ensure data integrity.
- Serves as a liaison between Accounting, Data, and Development department to reconcile monthly balances, develop dashboards and reports, address concerns, and ensure collaboration.
- Responsible for departmental reporting to Feeding America including, but not limited to, QPR, NAR, donor data, and suppression files.
- Develops and executes complex queries, exports, reports, imports, and global updates using Raiser’s Edge and other databases proactively and on-demand.
- Assists with preparation of budget and ensures budget accountability for Donor Services team.
- Manages the merchant accounts (iATS, PayPal, BBMS, CareConnect) for all fundraising platforms.
- Responsible for the private support revenue audit process and requests for donation documentation.
- Works closely with Donor/Prospect Research team to ensure accurate and timely import, update, and reporting of research data.
- Stays current with trends in philanthropy and with technical developments that apply to advancement services.
- Provides guidance and training as needed to assist the Development team create and use simple queries, exports, and reports in CRM.
- Supports Development in the event of disaster situations.
SUPERVISORY RESPONSIBILITIES:
Manages one (1) or more direct reports by providing guidance and/or oversight to employees and/or contractors. Develops and maintains roles, responsibilities, and expectations. Practices performance management in support of employee development, and perform administrative duties associated with being a people manager. Responsibilities include interviewing, planning, assigning, directing work, and resolving problems. Responsibilities also include sponsoring and participating in and/or supporting project teams sponsored by other management team members.
QUALIFICATIONS:
Education/Experience:
- Bachelor's degree from an accredited four-year college or university in a closely related field, plus 3-5 years of professional experience directly related to donor and/or gift database management/administration or a combination of education and relevant experience.
- 2 years of supervisory experience
- 3 years database administration in Raiser’s Edge or Raiser’s Edge NXT.
- Intermediate to advanced proficiency with online fundraising software (Luminate, GiveSmart) preferred
- Experience working with merchant service accounts preferred
Certificates, Licenses, and Registrations:
- Blackbaud Raiser’s Edge NXT Professional Certification
- Must have reliable transportation, a valid driver’s license, and insurance.
Special Knowledge/Skills/Abilities:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the job holder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)
- Proficient in Microsoft Office Suite, including but not limited to Excel, Word, PowerPoint, and Outlook.
- Ability to work with a diverse population.
- Ability to work effectively with situations that require tact and diplomacy.
- Strong customer service skills and willingness to assist others with the ability to communicate complex information clearly.
- Ability to establish and maintain effective working relationships with direct report, co- workers, and staff of other departments.
- The ability to work on multiple projects simultaneously on a variable schedule based on project demand.
- Must have excellent written and verbal communication skills with the ability to effectively interact and communicate with all levels within the company in English is required.
- Skills in preparing business cases and presentations.
- Demonstrated ability to work independently to complete projects, and effectively collaborate with cross-functional teams and senior-level leadership.
- Attentive to details.
COMPLIANCE:
Carries out responsibilities in accordance with HFB policies.
REASONING ABILITY:
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the jobholder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)
COMPETENCIES:
Business Insight / Instills Trust / Drives Engagement / Optimizes Work Processes / Directs Work / Composure / Manages Ambiguity / Communicates Effectively / Organizational Savvy / Decision Quality / Manages Conflict / Presentation Skills
PHYSICAL REQUIREMENTS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of the job, the employee is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for several hours in a workday; and frequently access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the facility. The employee must frequently lift/move up to 10 pounds and occasionally lift/move up to 25 pounds.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. While the job is generally performed in an enclosed office environment, the employee is occasionally exposed to wet and/or humid conditions, strong food-related smells, and outside weather conditions. The noise level in the office environment is typically quiet, but the employee will be occasionally exposed to loud noise levels (e.g., horns, fans).
TRAVEL REQUIRED:
Travel is required for this position (up to 5% of the time and on a domestic basis within our 18-county service area).
This role supports hours of operations at the Houston Food Bank facilities, as necessary, and may require flexibility (e.g., times of disaster, community events, company events).
*Is legally able to work in the United States.
The foregoing statements describe the general purpose and essential job functions needed for this job and are not an exhaustive list of all responsibilities, working conditions, qualifications, and skills that may be needed.
Houston Food Bank (HFB) is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities, and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented, and diverse workforce.
HFB is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.
Salary : $64,600 - $80,750
