Manager, Donor Services

Organization Summary

The United States Association for UNHCR (USA for UNHCR) supports the UN Refugee Agency’s humanitarian work to protect and assist refugees around the world. The organization strives to meet the unmet needs of the world’s most vulnerable people, building support and awareness in the United States for UNHCR’s life‐saving programs. Established in 1989 by concerned American citizens, USA for UNHCR is a 501(c)(3) not-for-profit organization.

USA for UNHCR has an immediate need for the following position:

Position: Manager, Donor Services
Department/Division: Individual Giving
FLSA Status:Exempt
Location: Washington, DC

Summary

The Donor Services Manager is responsible for the management of the Donor Services function at the US Association for UNHCR. The Manager is expected to effectively deliver high quality and timely services to our supporters and provide a positive donor experience.

Duties and Responsibilities

Management

  • Assist in the selection of vendors to streamline donor service functions
  • Manage all contracts and service agreements with vendors
  • Maintain vendor relationships to ensure high quality delivery of services to supporters
  • Lead, manage and train vendors in dealing with donors to effectively implement the donor communication cycle, including ensuring timely and accurate receipts to donors
  • Manage the Donor Services Associate, including training, mentoring and support

Donor Service

  • Develop best practices to answer calls, donation requests and inquiries promptly
  • Manage and act as first level escalation, coordination, referral and resolution of all complaints and refunds
  • Ensure that donors are thanked and receipted promptly and all donor concerns are addressed in a timely manner
  • Keep abreast of general information regarding the activities and projects of UNHCR in order to respond accurately to donor inquiries
  • Develop service agreements with internal stakeholders to ensure proper donor care for all fundraising programs
  • Internally manage mid-level donor thanking/personalized process
  • Support fundraising teams with other backend donor stewardship and thank you process

Processing and Reporting

  • Develop donor service policies and procedures and ensure best practices
  • Liaise with internal stakeholders to ensure integrity in database entry and financial reporting
  • Ensure prompt caging, processing and handling of acknowledgements
  • Strive to meet all Donor Services Key Performance Indicators regarding customer service and donor relations, and internally set targets
  • Develop and provide monthly reports on donor care

Requirements and Competencies

  • Bachelor’s degree required
  • Minimum five years of work experience related to donor services in the nonprofit sector
  • Ability to manage, lead, coach and inspire internal staff and outside vendors to work to build relationships with donors/supporters
  • Ability to deal with difficult supporters and respond professionally to complaints and queries
  • Knowledge of best practice donor care
  • High level of customer service skills
  • An understanding of and commitment to USA for UNHCR’s mission
  • Demonstrable computer skills (Microsoft Office and ROI fundraising database)
  • Excellent oral and written communication skills

How to apply:

Please submit your cover letter and resume via email or US Mail to the following:

Mail:
USA for UNHCR
Attn: Human Resources
1775 K ST NW, STE 580
Washington, DC 20006

Email: humanresources@usaforunhcr.org

Subject Line: Donor Services Manager

Submission Deadline: September 30th