Summary:

The Donor Relations Manager serves as the manager of the teams responsible for the first point of contact with over 400,000 current and potential donors. This position will hire, train, prepare, and motivate their team to provide exceptional service. The Manager, Donor Relations manages the day-to-day operations of their teams. They will set objectives, analyze and report on metrics, ensure that staff meets goals, provide reliable, timely, efficient support for donors and prospects, and correctly capture all data using efficient and effective systems.

We seek a skilled Donor Relations Manager who can lead their team to exceptional performance and quality relationship service. This position will establish objectives, provide the team with opportunities to expand their knowledge of SPLCs programs, troubleshoot challenges, analyze communication data (calls, email, written, etc.), and focus on improving performance and processes to support donors and prospects better. The manager will have exceptional communication, interpersonal, and donor relations skills and comprehensive knowledge of SPLC programs and policies.

The Donor Relations Manager will report to the Director of Development and work closely with staff in Development and across the organization.

Primary Job Functions:

• Manage the Donor Relations and Donor Outreach teams to ensure exceptional and timely donor service and a high level of donor satisfaction, while providing mentoring and coaching to support the work;
• Be observant and detail-oriented and possess an understanding of SPLCs programs and the issues the teams are facing in their communications with donors and prospects;
• Hire, train, coach, and establish and monitor staff performance and development goals. Assign duties and conduct performance reviews;
• Answer staff questions, guiding them through complex communication, and, when appropriate, providing high-touch care for donors when issues are elevated;
• Lead consistent team meetings, asking questions to understand better the communications the team is receiving, educating, and coaching staff regarding processes and practices, and explaining expectations to direct reports;
• Develop, implement, and oversee systems for the team's professional development, process documentation, progress tracking/moves management, and metrics;
• Responsible for successfully utilizing and evaluating customer service tools, including but not limited to Dialpad and Freshdesk;
• Oversee the day-to-day operations of the team including the monitoring of staff performance and goals which includes but is not limited to reviewing correspondence, texts, phone transcripts and listening to phone calls for quality assurance;
• Ensure all our systems comply with relevant legislation and security norms, including PCI compliance;
• Build and maintain systems to support the team in responding to and recording donor inquiries;
• Coordinate and conduct ongoing training for the team and ensures the team has access to additional training and development opportunities;
• Ensures the team has the appropriate information from across the organization on a timely basis, including information on breaking news and relevant talking points;
• Maintain up-to-date standardized responses and acknowledgments;
• Track and analyze communication, identifying and reporting to the Director of Development, writers, and other staff trends to improve communication and efficiencies;
• Collaborate with the Director, Development Operations and Systems and Director of Development in refining department systems as appropriate;
• Participate in the planning and visioning of the Development Department's annual plan;
• Continuously reviews membership collateral and the website and provides feedback to the Director of Development and Senior Manager, Digital, to improve clarity and user experience for donors both off and online;
• Stays informed on trends and developments within the industry and reports back to the Director of Development;
• Manage relationships with outside vendors to ensure they provide the same level of service to donors and potential donors; and
• Other duties as assigned.

Qualifications –

Education and Related Work Experience:

• Five (5) years of experience working in a donor, customer, or member services team;
• Three (3) years of supervisory experience in a donor, customer, or member services environment;
• Experience building and maintaining efficient and effective processes for relationship management; and
• High school diploma or GED.

Knowledge, skills and abilities:

• Highly organized, detail-oriented and self-motivated;
• Energy, initiative, intellect, flexibility and talent as a team player;
• Ability to balance big-picture thinking with attention to detail;
• Excellent verbal and writing communication and editing skills;
• Excellent computer skills;
• A proven ability to develop and manage a diverse team using JEDI principles (Justice, Equity, Diversity and Inclusivity) principles;
• Demonstrated skill in working within a multi-faceted environment with strong capabilities in planning, organizing, and managing systems and processes;
• Must be able to work in a fast-paced environment with proven ability to manage multiple competing tasks and demands, prioritizing several projects at once;
• Strong interpersonal skills, including the ability to develop strong working relationships with colleagues, leadership, and funders;
• The ability to work independently and/or with a team;
• Positive attitude and tenacity when faced with obstacles;
• Commitment to ideals of justice, equity, diversity and inclusion; and
• Commitment to fostering an anti-racist work culture and to anti-racist principles and learning.

Compensation:

This is an exempt role, and the minimum starting salary is $80,031 annually. Salary is commensurate with experience.

Work Designation:

The role has the following work designation options:

• Telework: Will work at an SPLC office at least three days per week and may work two days per week from an alternative work location.

Other Special Considerations:

This job is performed under general office conditions and is not subject to any strenuous physical demands or dangerous conditions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.

An Equal-Opportunity Employer with a Commitment to Diversity

Southern Poverty Law Center (SPLC) is proud to be an equal opportunity employer, and as an organization committed to diversity and the perspective of all voices, we consider applicants equally of race, gender, gender identity, color, sexual orientation, religion, marital status, disability, political affiliation, national origin, or prior record of arrest or conviction.