Donation Management and Donor Relations In-Charge

Job Description

The development and communication department, led by the Director of Development and Communication, is made up of two departments working in close collaboration:

• The fundraising service
• The communications department

Within the fundraising department and under the supervision of the Head of the fundraising department, the Donation Management & Donor Relations Department is responsible for the proper management of donations, the donor relations department and the management of the service providers who are linked to these missions. He/She is also in charge of managing legacy and life insurance files (1 to 3 on average per year) in conjunction with the financial department.

Its role is to build donor loyalty by responding to their various requests, by updating and optimizing the donor database, and by consolidating the link between the association and its supporters.

He/She manages the donor database provider (BDD) and that of the fullfilmment.

He/She also manages the donor relations department, which is currently outsourced, and ensures the proper processing of PNDs (folders not distributed following calls for donations).

He/she works directly with the accounting department of the association, but also with the mission teams in the event of specific donor requests.

The position revolves around 7 main pillars and the following tasks (non-exhaustive list):

Monitoring & animation of donor relations

• Welcomes new donors (direct debit donors, memberships, etc.) by mail, e-mail and telephone
• Manages the service provider in charge of responding to telephone calls and e-mails from donors on a daily basis: training in Solidarités International procedures, implementation of reporting and operational monitoring
• Responds to specific requests from donors: writing personalized letters, sending documentation, etc. and manages any disputes: explains, convinces and finds solutions to situations & disputes raised by donors

Management of donations and memberships in conjunction with the BDD and fullfilm provider

• Guarantees the quality of the information entered in the database with regard to the donor profile, compliance with legal obligations in terms of data processing and freedom.
• Ensures the proper preparation of the shuttle for the fullfilmment service provider, the proper reception of any returns and processes requests.

Management of the online donation platform

• Checks donations and memberships online (payment problem, double donations, cancellation of a donation, fraudulent use of credit cards, etc.)
• Follow up on possible problems encountered by donors during a payment

Management of Direct Debits (PA) in connection with the accounting department and the fulfillment provider ;

• Manages direct debit rejections: ensures that the appropriate donor letters are sent

Management of donations by Livret Agir in conjunction with the database service provider and the partnership manager:

• Manages the follow-up of welcome letters in connection with the service provider
• Manages the integration of donations in the donor database with the service provider
• Monitoring of the specific procedure for tax receipts, once a year at the beginning of the year

Accounting closing in conjunction with the administrative and financial management and the manager of Fullfilment:

• Responds to various requests from the Administrative and Financial Department throughout the year
• Updates the annual closing procedure for integrating donations for our Fullfilment provider

Follow-up of legacy and life insurance files

• Ensures the follow-up of the successions in progress with the notaries

Training and experience:

• Desired training: BAC + 3 to BAC +5 in connection with the skills required by the position
• Significant experience in an administrative position monitoring donors or clients with a qualitative approach to contact management
• Fluency in English is a plus
• Position eligible for up to 8 days of teleworking per month

Qualifications and Skills:

• Very good editorial and relational. Good oral communication and phone skills
• Organization and structure of information
• Autonomy, ability to take initiatives and responsiveness
• Rigor and sense of detail
• Diplomacy and patience
• Adaptability
• Humanitarian and associative commitment
• Computer skills (Excel, Word, Outlook, Web, DTP)

• Mastery of a CRM tool (customer and donor relations)

Note: Position is open until filled.