Donor Services Manager

The Donor Services Manager is responsible for the management, leadership and oversight of the Donor Services Program. He/she leads the work to ensure development data integrity and serves as the primary point of contact for the Development team’s CRM- Virtuous processing. The Donor Services Manager is responsible for entering donor gifts and in supervising all gift entries by volunteers in a timely manner. This position provides all expert and strategic coordination of incoming and outgoing data related to donors. The manager ensures the completeness and integrity of donor data critical to the execution of advancement efforts. The Donor Services Manager develops and analyzes statistical and accounting information regarding reporting and works closely with the Finance team in reconciling entries.

The Donor Services Manager is a manager of first impressions and is often the first to respond to a donor inquiry or concern. The Donor Services Manager offers excellent customer service and problem solving. The Donor Services Manager manages donor stewardship correspondence, which is key to donor retention. The Donor Services Manager reports to the Chief Development Officer, supervises 3-5 volunteers, and serves as the liaison between the Development and Finance teams.

Position Responsibility (Expected Work)

As the Donor Services Manager, he/she will demonstrate a professional demeanor in interactions with all FSWVA staff, agencies, donors, government officials and the general public.

· Keep informed and consistently practice the policies and procedures of Feeding Southwest Virginia, Feeding America national office regarding compliance.

· Possess knowledge of Feeding Southwest Virginia and all programs.

Distinguishing Features of The Position:

This role is an integral part of a dynamic, highly collaborative Development team which serves in part as the economic engine of the Food Bank. A high level of quality customer service combined with accuracy, tact, and diplomacy are required in this position, as is a love of data and systems. The DSM is a full time position, working out of the Salem Food Bank office. The priorities and pacing of this position will vary based on seasonal donation volume.

Essential Functions/Tasks:

Leadership:

· Maintains current knowledge of industry best practice, technology advancements and ethical fundraising.

· Maintains a library of policies and procedures and business rules to ensure consistency in development data, creating new items as needed.

Data Management:

· Responsible for and oversees timely gift processing, data entry and acknowledgement of all charitable gifts, ensuring accuracy.

· Serves as the main contact with Feeding America national network for donor suppression lists, donor ownership, and completion of development reporting on a quarterly basis, or as needed.

· Maintains interface with external giving sites (ACH employee giving portals and others) to import accurate gift and donor information.

· Independently identifies and performs regular database maintenance to protect the accuracy and integrity of the data.

· Creates and maintains gift, campaign or appeal tracking codes to ensure accuracy and consistently in donor tracking.

· Generates mailing lists for external and in-house mailings and event invitations as needed.

· Reconciles donation details and totals with the Finance department monthly, maintains documentation necessary for the annual audit, and responds to additional requests from auditors as needed.

Donor Stewardship:

· Interacts courteously, professionally and timely with donors to process gifts, answer questions, and problem solve any concerns.

· Manages the production and mailing of timely gift acknowledgement letters (within 7 days of gift receipt).

· Serves as the front-line contact for the monthly giving program- Supper Heroes.

· Demonstrates professional demeanor in all interactions with donors, visitors, volunteers, staff and the general public

· Supervises and performs additional donor stewardship initiatives including the creation and distribution of in honor and in memory notifications.

· Exemplifies trust and integrity for donor confidentiality.

· Perform other duties as assigned by the CDO and the President and CEO.

Training, Education and Experience:

Education:

· Associate’s Degree with Accounting coursework or training or equivalent combination of education and experience required. Prefer a Bachelor’s Degree.

Experience:

· Leadership experience with responsible decision making authority in the management and evaluation of Donor Services.

· 2 years constituent record management experience or training preferred.

· 2 years of demonstrated strong executive office setting experience or training required.

· 2 years of strong customer service experience required.

Knowledge, Skills and Abilities:

· Capable of demonstrating exceptional analytical skills in reporting and data tracking.

· Knowledge of fundraising principles and practices and previous experience in non-profit or educational fundraising, marketing or sales setting desired.

· Position requires a high-degree of professionalism, trustworthiness and ability to handle highly

confidential information.

· Demonstrated ability to work independently and meet deadlines while managing multiple tasks and changing priorities required. Possess strong organizational skills.

· Ability to react to time sensitive matters, as well as manage complex, long-term initiatives.

· Strong interpersonal skills and ability to interact with internal and external audiences are required.

· Ability to develop and maintain productive working relationships with staff from all areas of the organization is necessary.

· A strong customer service ethic and keen interest in creative approaches to individual and team

management a plus.

· Limited occasional evening and weekend work required for special events.

Language Skills:

· Must have excellent written and verbal communication skills with demonstrated ability to communicate effectively and convey concepts in an understandable way.

Mathematical Skills:

· Ability to perform basic math and accounting functions.

Technical/Computer Skills:

· Must have excellent experience in advanced computer skills and be capable of demonstrating exceptional analytical skills in reporting. A proficient use of Microsoft Office Suite products such as Word, Publisher, Power Point and Excel are required.

· Capable of learning and independently operating equipment required for the position including but not limited to printer, multi-use copier, postage machine and phone system.

Other Skills and Abilities:

· Ability to maintain confidentiality at all times.

· Ability to work with people of diverse backgrounds.

· Must be reliable and dependable.

· Maintain compliance with established Food Bank directives, policies and external regulations.

Licenses and Certificates:

Valid Driver’s License and own transportation to work required. Must maintain a safe driving record in driving company vehicles.

Flexibility:

Be willing to work overtime and mandatory days set forth by the organization on short-notice. Be willing to work flexible coverage as needed.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Required)

Experience:

• Microsoft Excel: 1 year (Required)
• Microsoft Office: 1 year (Required)
• Records management or training: 2 years (Required)

License/Certification:

• Driver's License and Safe Driving Record (Preferred)

Ability to Commute:

• Salem, VA 24153 (Required)

Work Location: In person