DONOR CARE OFFICER
Pieta?s vision is a world where suicide, self-harm and stigma have
been replaced by hope, self-care and acceptance. In response Pieta has
developed an ambitious fundraising target of ?**Apply on the
website** Million annual fundraised income by **Apply on the
website**.
Reporting to the Individual Giving Manager, the primary objective of
the Donor Care Officer is to deliver best-in-class donor care ?
reporting to the Individual Giving Manager and working across the
fundraising team to support donors and Darkness into Light
participants. THIS ROLE WILL ENSURE THAT PIETA?S AMAZING SUPPORTERS
ACROSS IRELAND RECEIVED EFFICIENT TIMELY AND CONSIDERED DONOR CARE.
The role will ensure response turnaround KPIs are achieved, CRM data
quality is maintained and that all finance and fundraising processes
are clearly implemented and reported on. Looking after our growing
file of cash and regular donors and supporting on donor queries, donor
marketing materials and mailings will feature as part of this role.
This is a unique opportunity to work within and shape a new individual
giving function at an exciting and dynamic organisation with a large
and highly responsive and engaged donor base. You will have past
experience in managing a large donor file dealing with direct
marketing, financial processes and supporter journeys. You will be
very comfortable with and have a high knowledge of GDPR and
implications for donor communications, as well as a commitment to
upholding the highest standards for fundraising.
This role is of key importance in the delivery of the overall
fundraising, communications and brand strategy. This role will
increase the lifetime value of Pieta supporters through deepening
their understanding and connection with our work ? sharing the
impact and building a rapport. The donor care officer role will
support the delivery of specific monthly, quarterly and annual
targets, ensuring the delivery of our stewardship strategies, and will
work closely with colleagues across the organization to support best
?in-class supporter communications.
LOCATION: Remotely initially. Thereafter: Pieta Head Office,
Greenhills Retail Park, Tallaght, Dublin
POSITION TYPE: Permanent position, **Apply on the website** hours per
week.
SALARY: Depending on experience
ANNUAL LEAVE: **Apply on the website** days per annum
CLOSING DATE: **Apply on the website**/**Apply on the
website**/**Apply on the website**
APPLICATIONS: **Apply on the website**
KEY RESPONSIBILITIES:
* Work with the fundraising, marketing and finance teams to ensure a
high standard of service to new and existing supporters
* Ensure efficient, timely and considered response to all individual
supporters using post, email, phone and working with our social media
teams
* Manage processing, thanking and receipting of donor income working
with finance, within agreed timescales and in line with strict
procedures.
* Work with regional teams to ensure clear and integrated donor care
processes nationally
* Ensure that all communications with supporters are compliant ?
with Pieta?s fundraising and GDPR policies and procedures, relevant
sector legislation governing charities activities and professional
codes of conduct
* Ensure accurate CRM data and reporting and support the wider
fundraising and finance teams to help drive this
* Develop and implement the telemarketing, thanking conversion and
upgrade programmes where necessary
* Develop the tax efficient giving programme to increase overall
response of donors for tax efficient giving (tax back programme)
through proactive calling, follow up, and top up call co-ordination
* Support telemarketing conversion and upgrade programme for regular
givers
* Ensure accurate and conscientious record keeping and reporting to
support the donor care programme
_GENERAL_
* Undertake any relevant work delegated by the Directors of
Fundraising and Marketing
* Participate in cross-departmental working groups, management
meetings and workshops as required
* Share Pieta?s values, participate as a full member of the team
and support activities across the whole organisation as appropriate.
* Engage in regular one to one sessions with the Directors of
Fundraising and Marketing.
* Participate in relevant training and development courses as agreed
with your manager
* Be vigilant to any Health, Safety and Welfare risks in the
workplace and bring any concerns to the attention of your manager or
Health & Safety Representative
EDUCATION
* Third level degree in marketing or financial administration is
desired
SKILL & EXPERIENCE
* Minimum 3 years? experience of donor care and supporter
engagement preferably in a not for profit environment
* Experience of supporting a large individual giving programme
incorporating direct mail, direct debit retention files and tax
efficient giving programme
* Experience working with Salesforce and excellent CRM knowledge
* Proven, extensive experience of fundraising administration and
donor/customer communications including lead generation and
cultivation from social and fundraising platforms
* Proven ability to project manage the thanking and banking process
around large direct mail appeals. Knowledge of best practice in
fundraising donation administration and supporter communications and
the ability to work to deadlines
Database experience proven knowledge of segmentation, targeting and
analysing results
* Proven agency and third party management experience
* Professional communication skills, including excellent
presentation skills
* Ability to prioritise and work independently to achieve results.
* Excellent interpersonal skills to engage and motivate staff,
volunteers and supporters
* Knowledge of the charity market and non-profit, donor charter and
regulatory and compliance requirements
* Strong understanding of GDPR legislation and impact on donor
acquisition and stewardship
PLEASE NOTE
As Pieta is a national organisation, this role may require travel for
work and a willingness to work weekends, evenings and unsociable hours
will be required to support donor care events or working with other
Pieta teams and centres.
_Pieta is an equal opportunities employer and does not discriminate
against individuals on the basis of gender, age, race, colour,
nationality, ethnic or national origin, religion, marital status,
family status, sexual orientation, ability, or membership of the
Traveller community._
We need : English (Good)
Type: Permanent
Payment:
Category: Others
