Global Donor Relations Manager

              This position can be based in Yarmouthport, MA or Washington, DC

The Global Donor Relations Manager will provide leadership and direction to IFAW’s worldwide Donor Relations team in support of IFAW’s fundraising strategy and institutional strategic goals. This passionate and enthusiastic professional will direct, manage and monitor IFAW’s worldwide Donor Relations staff – who are often the first line of inquiry for IFAW donors and the general public on animal welfare and conservation concerns. This role will operate as a “player-coach” – a hands-on manager who provides regular assistance to the US donor relations team.

The Global Donors Relations Manager will drive improvements and efficiencies in donor relations operations, systems, and business practices, including donation batch entry and release, review and update donor relations procedures, and ensure donor relations staff are trained to answer Frequently Asked Questions and implement donor-centric solutions.

This position will interface with leaders throughout the organization including Development, Programs, Marketing & Communications, Information Technology, Finance, Data Compliance and in Country/Regional offices. Close coordination across an array of fundraising channels is essential, as this position works closely with fundraising leaders to support institutional strategic goals and implement new and revised policies.

The global donor relations team consists of 19 staff members across eight markets.  This position is responsible for direct supervision of 2 staff and guides the work of 8 dotted line reports in very close collaboration with country office management.

Role and Responsibilities

• Direct the Donor Relations team in providing exceptional customer care to IFAW supporters, reinforcing and strengthening public perceptions of IFAW’s brand. Provide ongoing guidance, direction, motivation, and mentoring to the global donor relations team.
• Develop strong working relationships with country/regional directors to define goals and priorities for the team. Develop knowledge of local best practices and requirements.
• Expand, as necessary, the reporting and analytical tools used to measure Donor Relations performance, based on market relevance and in support of the Institutional Strategic Plan to maximize efficiencies and inform strategy.
• Maintain an in-depth knowledge of supporter database functions, processes, and procedures. Identify and define system capabilities required to meet departmental business objectives. Educate global team on proper use of coding structure and monitor implementation.
• Ensures accurate and timely batching of donations in our donor database, which is our sub-ledger to IFAW’s accounting system by reviewing and releasing batches. Provides guidance with complex database entries and ongoing training and assistance as needed to Development staff.
• Support the US donor relations team with daily deliverables, especially during peak periods and staff vacations.
• Collaborate with IFAW’s Information Technology teams and maintain an in-depth knowledge of supporter database functions, processes, and procedures. Identify and define system capabilities required to meet departmental business objectives. Educate the global donor relations team on proper use of coding structure and monitor implementation.
• Support both Direct Marketing and Digital Marketing Leadership in the execution of all marketing strategies through managing priorities and time management in response to marketing campaigns.
• Support fundraising leaders, as needed, with local best practices regarding Donor Relations and Compliance. Assist with information gathering on donor experiences and communication strategies and report back to fundraising leaders.  Make recommendations to modify and adjust processes, as needed and required.
• Improve Worldwide Donor Relations operations by identifying and implementing process improvements with the objective of maximizing efficiencies and reducing operating costs.
• Work with internal stakeholders to ensure that the Donor Relations team has the required collateral materials, talking points and key messaging to have valuable, transparent, on brand contact with supporters.
• In conjunction with Country Office Directors and Donor Relations Managers, develop and manage the Donor Relations team’s annual operating budget.

Qualifications and Education Requirements

• 3+ years of management experience.
• 5+ years in a customer/donor service oriented role.
• Experience with Team Approach, Blackbaud, Salesforce or other consumer relationship management databases a must; experience with an international CRM a plus.
• Demonstrated ability to develop and maintain successful interpersonal relationships with supporters, staff, and all levels of management and across continents; understanding of and respect for cultural differences strongly preferred; demonstrated ability to balance direction with diplomacy.
• Demonstrated understanding of fundraising and stewardship activities in a customer/donor service environment to drive supporter loyalty, retention, net income, and long term value preferred. Expertise in resolving donor inquiries across a variety of media – e.g., phone, email, mail, and social media desired.
• Demonstrated ability in budgeting, reporting, analytics and donor information data management.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office.
• Empathy with the cause of animal welfare and conservation; a strong commitment to promoting IFAW’s mission.
• A university or college degree a plus.
• Domestic and International travel may be required.

At IFAW, we aim to create and foster a workforce that reflects and contributes to the diverse, global community in which we work to improve the lives of both animals and people.    We are dedicated to fostering justice, equity, diversity, and inclusion so we actively encourage candidates from diverse backgrounds.

To apply, please submit an application at https://www.ifaw.org/careers