Marketing Officer, Donor Services

Salary Range: Please note the typical Hiring range is $23.61-$24.50 hourly. Job offers within the range are based on relevant job qualifications and pay equity.

This position contributes to the calling of the organization by ensuring long-term donor engagement through leading high-quality interactions and experiences that encompass the key tenants of donor relations (acknowledgement, stewardship, recognition, and engagement), as well as the management and implementation of process improvement within donor service as well as Marketing and Development. This includes the management of approximately 20 volunteers and their work product.

Medical Teams International Calling:

Daring to love like Jesus, we boldly break barriers to health and restore wholeness in a hurting world.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee and orchestrate the function of donor service.
• Create and continuously maintain a donor service playbook.
• Ensure donor service team and backup staff are identified and trained on the playbook.
• Build and improve donor scripts to increase retention.
• Take part in continued learning on both leadership and customer service to ensure donors are receiving world-class service through team interactions.
• Train, coach, and follow up as needed.
• Serve as a contact for donor calls, questions, and complaints, responding quickly and appropriately via phone, email, and social media channels.
• Ensure appropriate information is being passed along to necessary teams.
• Follow up as needed with donor service team members and support systems for quality. Improve training as needed.
• Lead and support the troubleshooting of donor questions regarding gifts, pledge payment status, donor advised funds, employee matches, etc.
• Create and/or provide team and cross-functional partners with accurate information and proper training to support excellent donor interactions.
• Manage the execution of the following:
  • Keeping accurate donor records in CRM including the updating of records
  • Troubleshooting of credit card issues after escalation from Finance, including monthly donor credit card expirations,
  • Planning Donor Appreciation campaigns, including calendaring, scheduling, creation of tools, as well as coordination of volunteers, and working with other teams in the department to ensure proper timing.
  • Train, schedule, and manage volunteers (up to 30 staff and 20 external volunteers) to execute appropriate donor service job responsibilities, ensuring quality control of all volunteer-powered projects. Create quality touch bases with volunteers over time to ensure they are sharing values of Medical Teams, retrain as needed.
  • Ensure the execution of outbound telephone calls for lapsed donors, upgrades, and monthly giving program. Support the team as needed to complete this work monthly.
  • Manage and respond to inquiries that come into the Medical Teams International info mailbox. Ensure responses are accurate and train team as needed.
  • Make creative updates to marketing materials to keep them in brand.
  • Oversee gift acknowledgement/receipting and thank you cards for donors. Ensure changes within structure are effectively communicated to all relevant parties (such as the MAD team and IT) and necessary changes implemented. Train team members as needed and ensure quality expectations are being met. Coach as needed.
  • Lead and support donor retention work through the coordination of personalized thank yous/acknowledgement processes for various donor segments (monthly donors, upgraded donors, anniversaries, etc.), utilizing donor service volunteer team and other internal staff as appropriate. Report back on effectiveness and key learnings for improvement.
• Analyze results monthly and look for opportunities to update/create unique donor experiences to enhance donor appreciation and improve retention. Lead, train, and implement programs to ensure effectiveness. Track donor issues, concerns, and complaints; create appropriate monthly reporting, drawing insights and suggest process improvements.
• Help to define, create, and manage new donor welcome journeys and track effectiveness. Develop, create and/or coordinate the building of reports as needed and lead discussions on data, drawing key insights to ensure strategic improvements are made. Support needed changes to the stream and work with others to ensure all documents are up to date.
• Serve as CRM power user for marketing team and drive improvements in data reporting and structure. Own other digital infrastructure for marketing such as donor surveys, welcome journey and flows. Work with IT to ensure proper implementation and function, troubleshooting as needed. Report out findings regularly including key insights as well as plans for improvements.
• Lead process management across MaD to support regular improvements across teams. Be a main source of contact for support, lead improvement discussions, create timelines and support implementation while owning follow up. Create necessary reporting to share out results of this work.
• Create the Annual Report. Work throughout the organization to pull together appropriate people, stories and statistics to ensure an accurate representation of the previous years accomplishments can be shared out to appropriate donors and partners.
• Support safeguarding of program participants and employees through promoting an environment of awareness and upholding the code of conduct provisions of Medical Teams Protection from Sexual Exploitation & Abuse, Child & Vulnerable Adult protection, and harassment-free workplace policies.

Other Duties:

• Assist with administrative tasks, including budget reconciliation and reporting, to support the marketing team, and to contribute to understanding of overall donor file health.
• When appropriate, incorporate the use of volunteers in daily job functions and manage volunteers effectively.
• Maintain donor confidentiality.
• Backup for receptionist at front desk.
• Other duties as assigned.

EDUCATION, LICENSES, & CERTIFICATIONS

Required:

• Bachelors degree in marketing or related field, or equivalent experience year for year.

EXPERIENCE

Required:

• History of successfully managing multiple tasks simultaneously.
• Minimum 2 years experience in marketing, customer service, or similar role.

Preferred:

• 3 years experience in marketing, customer service, or similar role.

KNOWLEDGE, SKILLS & ABILITIES

Required:

• Commitment to Medical Teams International Calling Statement and Core Values.
• Knowledge of the key tenants of marketing, donor relations, and/or customer service.
• Excellent relational and interpersonal skills.
• Skilled at project management and problem solving.
• Ability to work collaboratively with others.
• Ability to be results-focused, organized, detail orientation, and able to work with minimal supervision.
• Self-starter with the ability to independently plan, organize, and follow through on tasks.
• Ability to communicate professionally and effectively with all constituents.
• Ability to maintain and protect donor confidentiality.
• Ability to train and manage volunteers.
• Ability to apply creativity, problem solving, and good judgement in addressing donor related issues.
• Ability to be flexible and willing to adjust activities and priorities to take on new responsibilities as needed.
• Ability to thrive in a fast-paced environment.

Communication Skills:

• Strong verbal and written communication skills.
• Confidence in making phone calls and communicating with empathy to donors.
• Ability to deliver high-quality customer service interactions.
• Ability to represent the organization in a professional manner to donors, volunteers, and the public.
• Ability to project a sense of understanding when dealing with others, both internally and externally.

Computer Skills:

• Moderately skilled with Microsoft Outlook, Word, Excel and PowerPoint software.

Preferred:

• Moderately skilled working in a relational database such as CRM, Raisers Edge, or Sales Force.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of a personal computer, database and digital platforms, and other office productivity machinery, such as a copy machine and computer printer.
• Frequently uses hands, fingers, and arms to reach, handle, touch or feel equipment, medical instruments, materials, computer.
• Frequent communication and exchange of information among colleagues and persons of concern which requires the ability to speak, hear, convey and express oneself.
• Frequent close vision and the ability to adjust focus.
• Occasionally ascends/descends stairs, steps, or ladder
• Occasionally move about inside an office to access file cabinets, office machinery, meet with colleagues, etc.
• The employee must occasionally lift and/or move up to 10 pounds.
• Seldom to occasionally positions self to stoop, kneel, crouch, or crawl.
• If in travel status, occasional to frequent traversing over rough or steep terrain in either a motor vehicle or on foot.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderately quiet.
• The employee may be required to travel to remote areas of the world where there are potential health hazards and risks, limited hygiene facilities, extreme hot or cold weather, and very basic living conditions.

BENIFITS

The following information outlines typical benefits available for US-based, regular employees scheduled 30 hours or more per week. Actual benefits may be prorated for other than full-time work.

• Excellent Medical, Dental, and Vision Insurance
• Flexible work schedule options
• Life insurance & AD&D
• Generous vacation time (20 days), sick leave (10 days), and 12 paid holidays per year
• 401k retirement plan
• Paid parental leave
• Employee Assistance Plan

For a full description of our benefits, you can learn more here.

How to apply

Please apply through the link here. If the link does not work, you can also go to medicalteams.org/career