DONOR SERVICES MANAGER

POSITION SUMMARY: The role of the Donor Services Manager is to gather, organize, manage, and disseminate information to guide the sound planning and effective execution of Advancement activities at Seattle Humane; to facilitate fundraising through gift processing, constituent tracking, prospect research, relationship management, fund management, and stewardship. This role will work to position front-line colleagues for success in for success in relationships with donors, potential donors, volunteers and other supporters. The Donor Services Manager is responsible for the overall performance of the Donor Services team, which includes maintaining high standards in data entry, donor relations and customer service. They are a key participant in building positive relationships with supporters, creating transparent and efficient reporting and reconciliation, and implementing effective prospect research and management to broaden and deepen Seattle Humane's base of support. This role supervises the Donor Services team.
 

PRIMARY INDIVIDUAL GIVING DUTIES:

• Reporting to the Development Director, works to develop, implement and continually evaluate data entry and donor information procedures.
• Leads efforts to streamline the gift entry systems and create efficiencies.
• Provides input to the annual and strategic planning process; accomplishes assignments by established deadlines.
• Prepares monthly reports and/or other data as requested by the Development Director, Major Gifts Officer, CAO, CFO or CEO.
• Maintains appropriate files and records, adhering to the files and records retention policy and procedures.
• Manages the gift processing systems and personnel necessary for the timely and accurate processing of gifts and acknowledgements made to Seattle Humane.
• Coaches and supports Donor Services team in providing excellent and thorough customer service.
• Monitors gift transactions to ensure compliance with internal business rules and financial reporting, as well as relevant IRS regulations.
• Analyzes current policies and procedures for efficiency and efficacy and proposes new methods or techniques.
• Performs regular data audits for gift and fund records in advancement database.
• Revises, maintains, and updates procedures manuals, data entry instructions, and other resource materials, as needed.
• Stays educated on new and emerging trends Philanthropy and with the technical developments that apply to the profession; communicate and lead their organizations in applying these developments.
• May assist Donor Services team with gift entry during high volume times, as needed.
• Works with finance department staff for monthly reconciliation of gift transaction data, new account setup, and gift adjustment transactions.
   
• Works with donors and other Seattle Humane staff to resolve gift accounting questions and requests for gift information, and prepares ad-hoc gifts reports and troubleshooting as requested.
• Maintain an accurate database of all donor, prospect, and fundraising activity while ensuring the integrity and security of donor database.
• Generate reports and lists that enable prospect identification and qualification, donor evaluation and recognition, and management of fundraising activity.
• Conduct prospect research by investigating financial/biographical status of individuals, corporations, and foundations.
• Works to continuously improve the quality of donor and prospect data
• Build and manage internal systems for prospect identification, cultivation, solicitation, and stewardship, with strong emphasis on major gifts prospect management
• Extract information from the database to meet reporting and research needs to include donor and prospect activity, fundraising progress, and more.
• Develop donor prospect lists and analyze current donor lists for cultivation and solicitation opportunities.
• Provide direction and recommendations for targeted mailing lists for communications, solicitations, invitations, and other purposes.

SUPERVISORY & VOLUNTEER MANAGEMENT DUTIES:

• Manages team of four DONOR SERVICES staff.
• Oversees DONOR SERVICES volunteer programs.
• Hires, trains, schedules, reviews and motivates DONOR SERVICES staff to provide for their growth and to maximize their potential for the good of the organization.
• Ensures compliance with policies regarding data entry, confidentiality, records management and other policies and procedures.

OTHER DUTIES:
 

• Answers incoming calls and responds to voicemail and email messages promptly and professionally. Investigates donor complaints in a timely and objective manner. Tracks public input on a regular basis and provides information to the Development Director.
• Conducts meetings within and between departments when necessary and attends all-staff, supervisor, department head and other meetings as requested.
• Other duties as assigned.

COMMUNICATIONS/INTERPERSONAL CONTACT:
 

• Daily verbal or written communication with staff and volunteers through direct contact, meetings, written procedures, email, memos, charts, signs, telephone or mail.
• Daily contact with customers by telephone, email, direct contact or through mail.
• Commits to valuing diversity and contributes to an inclusive working environment that is sensitive to other opinions, culture, and perspectives.

COMPLEXITY:

High degree of judgment required. Requires the ability to work with board members and major donors. Must be able to manage and complete special projects for the CEO, CAO, the Board, the Major Gifts Officer and the Development Director. Must be able to manage staff and volunteers and remain focused on the agency goals and objectives. Needs attention to detail and must be able to respond to unexpected questions, comments or requests from other departments or the general public. Must be able to manipulate information within the donor software and create reports, imports and exports between various programs.

KNOWLEDGE/EXPERIENCE/EDUCATION OR TRAINING:

• Four-year college degree or equivalent professional experience.
• Minimum of two years of related work experience in fundraising/development services, non-profit setting, or in the field of accounting.
   
• Must be able to read, write, and communicate verbally with colleagues, leaders, and donors.
• Must have organizational and planning skills to be able to determine work priorities, schedules and timelines.
• Must be proficient in Word, Excel, email and Internet use; have an advanced level of knowledge relational databases.
• Proficiency in donor management software required, Luminate Online and Raiser's Edge preferred.
• At least one year supervisory experience in DONOR SERVICES or related experience preferred.

Physical/ Mental Requirements

With or without reasonable accommodation, this position frequently analyzes problems and determine the best solutions, communicate clearly and concisely both orally and in writing. Makes decisions under time constraints with (sometimes) limited information. Has attention to detail and concentrates to produce accurate work despite frequent interruptions. Needs to be sensitive to other opinions, perspectives or cultures. Can dealing with angry, confused and/or emotional people with tact and compassion. Could sit for long periods of time, lift and carry at least 30 pounds, could kneel, crouch, bend and reach. Must exhibit initiative and motivation in performing duties.

WORKING CONDITIONS: Open office concept environment. May have limited animal handling which presents the potential of animal bites, exposure to zoonotic diseases (diseases that can be transmitted from vertebrate animals to people), animal dander and noise.

Equipment Use: Continuous use of desktop computer, printer, copy machine, and multi-line telephone.

Work Hours: Full-time, 40 hours a week. Some evening and/or weekend hours required.

EQUAL OPPORTUNITY As an equal opportunity employer, Seattle Humane is committed to providing employment opportunities to all qualified applicants and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status or any other basis prohibited by applicable law.

COVID-19 INFORMATION Vaccinations are mandatory at Seattle Humane. Seattle Humane reasonably accommodates those whose medical conditions or religious beliefs prevent them from being vaccinated.