Acting Donor Care Manager, Dublin

Acting Donor Care Manager, DublinLocation: DublinContract: Full-time, PermanentThe purpose of this role is to provide Focus Ireland supporters with the best experience possible, encouraging donor retention to maximise lifetime value and engagement, whilst consistently putting our donors at the heart of everything we do.What you will do:Team Management:To lead, mentor and manage the Donor Care team by providing direct line management to donor care staff by providing oversight, performance management, guidance, leadership and training to team members.To further develop suite of KPIs for Donor Care team performance to report on efficiency and functionality of team and processes (for example speed at which complaints are dealt with, receipts issued, end of month balancing completed etc.)Donor Care Process improvementTo proactively collaborate with all fundraising teams to identify and develop best practice donor care processes across all donor touchpoints.To identify opportunities to develop people and technology to support more efficient, streamlined donor care processes.To cooperate with stakeholders outside the fundraising department, such as in Finance, HR, Services as applicableTo contribute to sector sharing groups and networks to keep up to date with best practice process developments and opportunitiesData Integrity:To manage the data capture and storage of donor information in line with data protection principles and consistent with Focus Ireland data protection policies.To manage a process with CRM and Donor Care staff to check data quality and correct as necessary to maintain the highest quality in accurate and complete donor data.Coordination of database management, overseeing high quality and accuracy of data inputting, carrying out quality checks and reporting on same across all users in collaboration with CRM team.Fundraising Information SystemsTo support fundraisers, the CRM team and the digital in using external systems – such as iRaiser, Funraisin, and Mango telemarketing systems.Mange income processes through website payment system including fraud process and acting as point of contact for Stripe queries, escalating and managing issues If ariseLiaise with colleagues and suppliers to introduce system improvements, developments and address issues which may arise.To support the CRM team in testing new system developments before any developments are live to ensure accuracy and consistency of information captured and stored.Work closely with web and CRM teams to manage improvements for donor data capture and income attribution across APIs for example ‘how heards’, consent collection.Identify opportunities for systems improvements to maximise efficiencies, collaborate on development work with CRM team and stakeholders and coordinate and implement testing of new functionalityDonor Relationship Management:Actively collaborate with fundraising colleagues on donor retention and maximising value of donors for example through save calls, thank you calls, retention letters, event invitation, newsletter mailing, and the welcome process for nurturing new donors.Work strategically across Fundraising teams to identify opportunities for blended engagement of donors across income streams, campaigns and channelsSupport Direct Marketing Manager on the delivery of an annual calendar of retention-focused activities, including donor appreciation events for donors across Fundraising channels and teams.Tax Programme:Work closely with CRM teams to improve systems and processes around facilitation of tax claimsTo implement a tax-efficient giving marketing programme to maximise response across all relevant channels.Communications:To manage the Telemarketing Officer and coordinate requests through a shared diary for outbound telemarketing.Work across fundraising teams on development and implementation of bespoke donation acknowledgements and onboarding communications, in line with donor contact preferences, method of giving and giving history.Coordination of communication with donors, supporters and enquirers.Develop appropriate messages and test tools to improve donor engagement and experience.Support production of materials internally and with suppliers as appropriate.Track, report and identify trends on donor communication types and volumes (e.g. level of calls, letters, emails, correspondence types: complaints, enquiries, donations, returns etc.)Plan approaches to systemize and innovate where possible to improve cost-effectiveness.What you will need:Educated to university standard or equivalent in work experience.Over 3 years’ donor/customer care and/or fundraising experience obtained from the commercial or charity sectors.Experience managing and developing high performing teams.Customer Relationship Management (CRM) database experience (MS Dynamics an advantage).Proven experience developing internal relationships across a complex organisation.Excellent understanding of Data Protection law and best practice, including GDPR.Experience in developing strategic plans and regular workplans.Excellent written, verbal and interpersonal skills, with the ability to respond sensitively to supporters and customers.Budget and Project Management skills.Reporting and analytical skills.Experience working in a busy environment, prioritising activities appropriately and managing multiple, conflicting tasks.Proficient with Word, Excel and Outlook.Self-starter, able to maintain a positive and enthusiastic approach to meeting the needs of a challenging workload.Problem solver.Meticulous attention to detail and accuracy.Ability to work as part of a team.Focus Ireland is an equal opportunities employer