You are an integral part of the CMMB team and will be responsible for stewardship of our relationships with donors, partners and religious constituencies. You will strive to understanding the voice of our donors and community members and providing excellent donor service through effective communication across all channels, including phone, email, mail and social media, focusing on building trust and loyalty and accurately representing CMMB’s work globally, its brand and policies. You will be responsible for updating donor records and preferences in our customer relationship management system (CRM: Raiser’s Edge NXT), working closely with gift processing to follow up on donor issues, troubleshoot incoming email and phone calls, and provide administrative support to the fundraising team across the organization.
You will also be responsible for implementing customer surveys to understand donor preferences and satisfaction and acquire new insights to improve overall donor journeys and experiences. You are flexible and enjoy working in close collaboration with a variety of colleagues. You pay close attention to details, with a constant eye on quality, analysis and learning.
Implement donor satisfaction activities, including collection of data, analysis of data, and communication of findings to the respective team members.
Understand levels of customer satisfaction for all types of customers and donors and work to keep them satisfied with their interest and build on their support for our mission.
Build a systematic approach to managing relevant customer touches for a consistent end-to-end experience.
Capture donor service operational and survey data and other relevant information about donor attitudes, needs and behaviors, to use as an input on shaping the donor experience.
Update donor (constituent) contact information, biographical information, non-gift-related correspondence, and giving preferences in the CRM in accordance with all relevant policies and procedures, and in close collaboration with other members of the CMMB team.
Educate donors and constituents on CMMB’s mission and work, stay educated on stories and programs, and explain CMMB’s established position on various issues.
Make outbound calls to donors as necessary.
Monitors and measures service metrics and develop standards, improvements, or changes to continually improve the customer experience.
Provide a high level of appreciation and stewardship to specialized donors such as donors giving through giving funds, employee matching gift campaigns, the Combined Federal Campaign, and third-party platforms.
Oversee the office and facilities administrative duties.
Other related duties as assigned by manager.
5+ years’ experience in donor relations, customer service roles
Knowledge of Raiser’s Edge a plus
Exceptional ability to interact effectively with a wide variety of people and to commitment for customer satisfaction.
Strong attention to detail, with the ability to manage multiple assignments simultaneously
Flexibility and adaptability, with an eye for continuous improvement
You believe in CMMB, where we’re going, and what we can do together to achieve Healthier Lives Worldwide.
We believe in a world in which every human life is valued, and health and human dignity are shared by all.
We believe that access to quality healthcare is a basic human right. For more than 100 years, we have worked with global partners to deliver locally sustainable, quality healthcare solutions to women, children and their communities. We’re ready to make it 100 more.
We believe change starts with her.
We work tirelessly for women’s and children’s health because they are disproportionately affected by illness and poverty. We know that healthy, educated, and empowered women are better able to raise healthy, educated, and confident children, and that communities depend on their livelihoods.
We believe in people.
We strive to live out our core values of collaboration, love, excellence and respect every day. We provide our employees with a competitive salary and a meaningful benefits package, with opportunities to learn and grow. We especially encourage all persons of diverse backgrounds to apply.