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Donor Services Manager

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About the Position


Support donor relations through relationship and trust building
Be personable and able to relate to donors, and show genuine interest in donors’ interests
Provide excellent phone and online customer service
Serve as first point of contact for donor & agencies’ inquiries, solicitation complaints, requests for matches, needed forms, gift cards, special requests, etc.
Promptly receipt all donations
Oversee, own, and grow an accurate database
Ensure timely gift processing, donor acknowledgements, and tax receipts
Manage Raiser’s Edge and Online Express accounts
Coordinate with the finance team on the gift process and provide excellent internal customer service in gift processing
Work with direct marketing partner to provide relevant information
Salary: $45,000
Reports to: Development and Marketing Director
Supervisor for: Donor Services Specialist

Job Duties

Steward existing and new donors with prompt acknowledgement and outstanding service
Serve as first point of contact for donor & agencies’ inquiries, solicitation complaints, requests for matches, needed forms, gift cards, and special requests
Effectively communicate with donors via phone or email with questions/inquiries
Promptly receipt donor gifts
Coordinate the pledge process annually for Mobile Pantry and Gather2Grow agencies
Complete annual receipt project in February
Refresh Online Express (OLX) automatic response letter quarterly
Research funds and pertinent details of ACH donations; enter into Raiser’s Edge
Monitor and enter JustGiving.com donations into Raiser’s Edge
Process OLX donations into Raiser’s Edge; do OLX special letters
Commit OLX batches, balance all credit card donations, export and send reports to finance
Serve as database administrator for Raiser’s Edge/NXT and Online Express
Coordinate all aspects of data entry for all financial donations
Troubleshoot issues in Raiser’s Edge by researching online or contacting software company
Serve as consultant to development team
Provide accurate reporting to finance department
Coordinate with grants team to track grants in Raiser’s Edge
Collaborate with food bank staff on how to effectively code and track donations & grants
Team Supervision
Train staff on all aspects of data entry for all financial donations
Conduct regular one-on-one meetings
Provide timely and substantive annual performance reviews
Manage temporary employees and volunteers as needed
This list is not all-inclusive and other duties may be assigned


Professional Requirements:
Bachelor’s degree in nonprofit administration, communications or related field preferred OR equivalent education/experience
Expert user in donor CRM software, preferably Raiser’s Edge
Performs work with a high level of accuracy and an eye for detail; is able to identify and correct mistakes in own work
Ability to problem-solve, think creatively, and research solutions for issues that arise in donor software or with donors and donations
Proficient knowledge of grammar and letter writing
Ability to communicate effectively and politely with donors and staff
Strong interpersonal skills
Must maintain confidentiality of donors and donor’s financial records
Effectively supports coworkers with a willingness to share and receive information that supports team goals
Ability to manage multiple projects with specific deadlines while delivering high quality work

How to Apply

To apply, please contact:
Pattijean McCahill

About the Organization

We gather and distribute food to relieve hunger and increase food security in West Michigan and Upper Peninsula.

Respect: Honor the value and dignity of everyone we interact with.
Transparency: Provide honest and complete financial and operational information.
Excellence: Strive to exceed expectations in the pursuit of our mission.
Inclusion: Actively represent the diverse voices of our community within our staff and board.
Innovation: Empowered to challenge the status quo and take new approaches.
Stewardship: Be accountable for the responsible use of resources entrusted to us.
Integrity: Keep our promises and take responsibility for our actions.
Collaboration: Cultivate partnerships with organizations in our community who share our commitment to relieve hunger and increase food security.
Equal Employment Opportunity
It is the policy of Feeding America West Michigan Food Bank to provide equal employment opportunities to all people without regard to race, color, religion, national origin, age, sex, disability, protected genetic information, sexual orientation or any other legally protected category and to promote the full realization of that policy. FAWM will assure equal employment opportunities in all personnel actions and procedures including, but not limited to recruitment, hiring, training, transfer, promotion, compensation and benefits.