The Director of Donor Services works on a professional level and closely with leadership and is responsible for management and general oversight of IM’s Salesforce database ensuring data integrity, accuracy and an effective tool for donor relationship management and fundraising activities. This is a working management role making a contribution to daily work load. This role communicates directly with donors in supporting the gift entry and receipting operations. Builds standard and ad hoc reports for management; proficient in excel to manipulate and slice data. Integral in segmentation of data extracts for direct mail marketing and development cultivation, solicitation and stewardship of giving. Directs database procedures, website donor portal data exchange, credit card and bank processes and problem resolution. This position carries out responsibilities affecting gift revenue, donor relationships, marketing campaigns, development activities, financial reconciliation and collaboration with IT and developers. Individual will need to quickly study daily workflow for gift entry, receipting and identify opportunities to maximize automation and insure best practices.
Manage donor acknowledgement process and support fundraising communications
Supervise, coach and cross-train gift entry specialists and volunteers/or seasonal help
Manage and receipt batching and provide tax receipts/electronic and paper
Respond to donor inquiries (by email and phone) in a prompt and courteous manner
Supervise and enter recurring charges via credit card and ACH debits
Data segmentation and mailing list extracts
Creating campaigns in the database, entering campaign lists and tracking reports
Facilitate documentation of gift entry and salesforce data entry procedures
Offer Salesforce database user training
Coordinating with ABC information systems; manage data import and reconciliation for monthly close of financial records
Build and implement monthly exception reports for error corrections and data consistency
Organize and manage electronic file storage of batches, reports and procedures
Other office duties and data needs as assigned
Assist team and other departments as needed.
Education, License, Certification
Minimum bachelor’s degree, business, IT, or computer science or a related area.
Administrator level/power user of CRM or other donor management systems
3 years of experience with donor management system, Sales Force applications preferable
3 years in a nonprofit or customer service department
Prior supervisory and data entry experience
Knowledge, Skills, and Abilities (KSA)
Skilled with database usage, management and report writing
General knowledge of data structure, impacts of changes and interrelationships of fields in a database
Proficiency in Microsoft Excel, (adept with Outlook, Word)
Ability to build pivot tables and learn slicers/dashboards for data analysis
Commitment to continuous learning, cross-training staff and coaching their development
Excellent customer relation skills, good verbal communication and skilled in de-escalating complaints
Great organizational skills and detail-oriented
Skilled in handling and tracking status of multiple tasks
Strong financial and numerical reconciliation skills, some analytical skills
Ability to exercise strict confidentiality with regard to sensitive information and data security
Ability to troubleshoot and problem solve data performance issues; optimizing queries and reports
Flexibility and attention to deadlines
Explores capabilities of donor management system and shares this knowledge with staff
Understand and able to support the mission and strategy of IM
Team and Relationships (Accountability of Functions):
This is a professional position utilizing intelligence, diligence and accuracy. Accountability directly affects the revenue and donor satisfaction. Reporting and accuracy directly affects senior management decisions. Ongoing relationships with Finance and Communication and Marketing department are critical to execute accurate financial records, direct marketing programs and development strategies.
Additional Salary Information: Competitive salary and benefit package.
Purpose Statement: “On earth as it is in heaven.” (Matthew 6:10) International Ministries, founded in 1814 as the American Baptist Foreign Mission Society, works cross-culturally to invite people to become disciples of Jesus Christ and to proclaim, through both word and deed, God’s reign of justice, peace and abundant life for all creation.