Location: New York, NY (Hybrid Quarterly)

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Overview

The Senior Specialist, Operations & Donor Experience will be responsible for engaging and optimizing relationships with various constituencies in CMMB’s community, with a focus on integrated fundraising operations. She/he will strive to understanding the voice(s) and journeys of our donors and community members, and how that translates into meaningful interactions that facilitate increased donor value and greater participation in CMMB’s mission. The Sr. Specialist will:

  • Provide excellent guidance for customer service across multiple communications channels, and will develop automated and ad-hoc reports, dashboards, and analyses that efficiently capture key donor, giving, and related information, allowing for a smooth, efficient donor experience.
  • Have an excellent understanding of donor preferences and build out segmentation strategies through different data sources.
  • Act as a subject matter and operational resource for the CRM and related systems for all types of fundraising, including tracking marketing efforts, 1-on-1 constituent interactions, gift information and acknowledgments, proposal/opportunity tracking, prospect research, volunteer service, event participation, and other special projects.
  • Be adept in using systems efficiently as well as communicating effectively internally and externally in meetings, over the phone, through email, and via other methods – will be responsible for making and answering select phone calls, mailing letters, and triaging donor requests and questions, so a keen orientation to communicating with people of various backgrounds is especially important.

A good candidate will enjoy working across the organization with a variety of colleagues from around the world, and will pay close attention to details, with a constant eye on quality, analysis, and learning.

Responsibilities

  • Build a systematic approach to managing customer touch points for a high-quality end-to-end experience that enhances brand loyalty and participation in CMMB’s mission, through increased giving and other activities.
  • Capture operational, gift, biographical, donor services, and survey data, along with prospect research and other relevant information about donor attitudes, needs, capacities, and behaviors, for use as an input on shaping the donor experience/journeys and in marketing segmentation.
  • Perform various development operations tasks as required: corresponding with donors including serving as an escalation point for other members of the team, making updates to donor records, preparing files for acknowledging gifts, producing reports, setting up workflows and automations, meeting with various team members to optimize donor cultivation and fundraising activities, etc.
  • Project manage implementation of donor fulfillment activities across channels, including collection and analysis of data, coordinating next steps with teams, and ensuring execution of strategies, including activities related to monthly giving program(s), emergency response, matching gift, and other special campaigns.
  • Support research and information requests across all business units and communicate out learnings and insights to improve fundraising effectiveness and customer experience.
  • Ensure best practices for the ongoing usage and management of the CRM are documented, shared, and followed to ensure quality data and efficiency of development operations; promote good knowledge management habits.
  • Perform reporting and analyze data to enable marketing, fundraising and business development teams to make informed decisions about their operations.
  • Educate donors and other constituents on CMMB’s mission and work; stay educated on stories and programs to eb able to explain CMMB’s established positions on various issues.
  • Note: These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related duties as required.

Qualifications and Requirements

  • Experience commensurate with that of a bachelor’s degree and 5+ years of experience in fundraising operations, project management, data analysis, customer service, or other related fields
  • Passion for CMMB’s mission, vision, and core values: collaboration love, excellence, and respect
  • Knowledge of Raiser’s Edge NXT, Luminate Online, ResearchPoint, or other similar databases/CRMs is a plus
  • Demonstrated capacities in reporting/automation is a big plus (Power Automate/BI, etc.)
  • Exceptional ability to interact effectively with a wide variety of people, with a commitment to customer satisfaction – over the phone, through email, via text, across social media, in-person, and through other means
  • Strong attention to detail, with the ability to manage multiple assignments simultaneously
  • Flexibility and adaptability, with an eye for continuous improvement
  • Comfortable working for a faith-based organization
  • Valid work authorization to work in the United States
  • Must be vaccinated against COVID-19

How to apply

Visit our careers page for more information and click here to apply.