JOB TITLE: DONOR CARE CO-ORDINATOR
DEPARTMENT: Fundraising/Marketing/Communications
MANAGER: Individual Giving Manager
CONTRACT: Permanent
WHO WE ARE
The Irish Heart Foundation (IHF) is the national charity dedicated to
fighting heart disease and stroke. Our mission is to play a leading
role in improving the cardiovascular health of people living in
Ireland, prevent heart disease and stroke, advocate, save lives and
transform recovery.
THE OPPORTUNITY
This is an exciting hands-on role for a passionate, warm person with
strong administrative, supporter/customer care experience and can-do
working attitude. Irish Heart Foundation is looking for a DONOR CARE
CO-ORDINATOR, who will play a key role within the IHF fundraising
/marketing/communications team. The Donor Care Co-ordinator will be
contributing to the individual giving activities that aim to achieve
exceptional levels of donor care, engagement and retention.
WE WOULD LIKE TO MEET YOU IF YOU ARE:
* A friendly, warm, empathetic person with an interest in the charity
sector who enjoys working in a team but can also work independently.
* A great communicator who has an excellent written and verbal
communication skills.
* An organised administrator who is good at managing more than one
task at the same time and has very strong attention to detail and
ability to meet deadlines and targets.
* A self-starter with the ability to learn detailed processes and
implement. To problem solve and create efficiencies when possible.
KEY RESPONSIBILITIES
* Be the first point of contact for our donors and supporters,
providing a warm, engaging and compassionate attitude and managing,
maintaining and building relationships with supporters to achieve best
retention across a range of media including phone, email, social media
and post.
* Input and maintain accurate data on THANKQ database (CRM).
* To work with the Individual Giving Manager to devise and implement
best practice thanking, banking and donor loyalty enhancing systems.
* To manage donor care administration and financial processes to
achieve KPIs in donor acknowledgement and financial compliance - this
includes direct debit, standing order, tax reclaim, credit card,
Facebook, postal, phone and online donations.
* To assist with reporting on all donations on a monthly basis -
financial reconciliation across all the systems.
* To co-ordinate and execute all aspects of the direct debit and
standing order processes, including fulfilling follow up outbound
calls to lapsed donors.
* To assist with the IHF Tax campaign.
* To assist with fundraising telemarketing campaigns (upgrade,
reactivation, conversion, tax follow up).
* Lead and manage admin projects on an ad-hoc basis.
* To comply with the IHF?s policies and procedures, relevant
professional codes of conduct and standards, regulation and
legislation governing charities activities, including Data Protection
and GDPR.
SKILLS AND EXPERIENCE REQUIRED
* Minimum of three years? experience in a similar role - previous
experience in donor/customer care role, including inbound and outbound
phone experience with a proven track record working against timescale
and deadlines.
* Excellent and accurate administrative and analytical skills with
strong working knowledge of Microsoft Office products, particularly
Excel and Word.
* Excellent and engaging communication (verbal and written) and
interpersonal skills with an ability to build relationships with
supporters and co-workers.
* Professional and warm telephone manner.
* Strong planning and organisational skills. Ability to work under
pressure and maintain meticulous attention to detail and accuracy.
* Proven ability to work both independently and collaboratively
within a team environment.
* Enthusiastic, passionate, flexible, adaptable and can-do working
attitude.
* Responsible attitude to dealing with sensitive and confidential
information.
* Commitment to the aims and values of the IHF.
* High level of proficiency in English; both spoken and written.
DESIRABLE
* Experience of working in a fundraising sector environment.
* Understanding of donor care and direct marketing principles.
* Experience in database management, ideally Thank Q or other CRM
platform.
* Knowledge of GDPR a plus.
* Experience with donation processes for regular giving, SEPA DD.
DETAILS OF ROLE AND APPLICATION PROCESS
This is a full-time role, Monday to Friday. The role is based in the
Irish Heart Foundation?s offices in Rathmines, Dublin. Currently
staff are working remotely, and the successful candidate will be
supported to work remotely initially according to public health
guidelines.
The above is a guide to the nature of the work required. It is not
wholly comprehensive or restrictive. This job description will be
reviewed in line with business needs.
To apply please provide an up-to-date curriculum vitae and a cover
letter outlining how you suit the post by email to Siobhan Browne, HR
Consultant Email: **Apply on the website**
The closing date for this position is Monday **Apply on the
website**th May , **Apply on the website**.
_THE IRISH HEART FOUNDATION IS AN EQUAL OPPORTUNITIES EMPLOYER. THE
IRISH HEART FOUNDATION HAS A NO SMOKING POLICY._
_EMPLOYEES ARE NOT PERMITTED TO SMOKE WHILST UNDERTAKING ANY DUTIES ON
BEHALF OF THE FOUNDATION._
We need : English (Good)
Type: Permanent
Payment:
Category: Health
