Donor Care Officer – Pieta

This role
is of key importance in the delivery of the overall fundraising, communications and brand strategy. This role will increase the lifetime value of Pieta supporters through deepening their understanding and connection with our work – sharing the impact and building a rapport. The donor care officer role will support the delivery of specific monthly, quarterly and annual targets, ensuring the delivery of our stewardship strategies, and will work closely with colleagues across the organization to support best –in-class supporter communications.

Key Responsibilities:
Work with the fundraising, marketing and finance teams to ensure a high standard of service to new and existing supporters
Ensure efficient, timely and considered response to all individual supporters using post, email, phone and working with our social media teams
Manage processing, thanking and receipting of donor income working with finance, within agreed timescales and in line with strict procedures.
Work with regional teams to ensure clear and integrated donor care processes nationally
Ensure that all communications with supporters are compliant – with Pieta’s fundraising and GDPR policies and procedures, relevant sector legislation governing charities activities and professional codes of conduct
Ensure accurate CRM data and reporting and support the wider fundraising and finance teams to help drive this
Develop and implement the telemarketing, thanking conversion and upgrade programmes where necessary
Develop the tax efficient giving programme to increase overall response of donors for tax efficient giving (tax back programme) through proactive calling, follow up, and top up call co-ordination
Support telemarketing conversion and upgrade programme for regular givers
Ensure accurate and conscientious record keeping and reporting to support the donor care programme

General
Undertake any relevant work delegated by the Directors of Fundraising and Marketing
Participate in cross-departmental working groups, management meetings and workshops as required
Share Pieta’s values, participate as a full member of the team and support activities across the whole organisation as appropriate.
Engage in regular one to one sessions with the Directors of Fundraising and Marketing.
Participate in relevant training and development courses as agreed with your manager
Be vigilant to any Health, Safety and Welfare risks in the workplace and bring any concerns to the attention of your manager or Health & Safety Representative
Education
Third level degree in marketing or financial administration is desired

Skill & Experience
Minimum 3 years’ experience of donor care and supporter engagement preferably in a not for profit environment
Experience of supporting a large individual giving programme incorporating direct mail, direct debit retention files and tax efficient giving programme
Experience working with Salesforce and excellent CRM knowledge
Proven, extensive experience of fundraising administration and donor/customer communications including lead generation and cultivation from social and fundraising platforms
Proven ability to project manage the thanking and banking process around large direct mail appeals. Knowledge of best practice in fundraising donation administration and supporter communications and the ability to work to deadlines
Database experience proven knowledge of segmentation, targeting and analysing results
Proven agency and third party management experience
Professional communication skills, including excellent presentation skills
Ability to prioritise and work independently to achieve results.
Excellent interpersonal skills to engage and motivate staff, volunteers and supporters
Knowledge of the charity market and non-profit, donor charter and regulatory and compliance requirements
Strong understanding of GDPR legislation and impact on donor acquisition and stewardship

Location: Remotely initially. Thereafter: Pieta Head Office, Greenhills Retail Park, Tallaght, Dublin
Position Type: Permanent position, 40 hours per week.
Salary: Depending on experience
Annual Leave: 20 days per annum
Closing date: 11/09/2020
Applications: recruitment@pieta.ie

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