Donor Care Coordinator – ActionAid Ireland

Purpose: We are seeking an experienced and committed fundraiser to fulfil a core role in ActionAid Ireland’s individual giving team. Individual giving accounts for over 70% of ActionAid Ireland’s c. €2m income. ActionAid was an early leader in developing regular giving; as a result some supporters have been supporting ActionAid for 30+ years. This appointment comes at a vital time for ActionAid Ireland, following a new strategy which places individual giving at the centre of our fundraising efforts. We are in a transitional phase in which we will update our fundraising propositions and align our support systems to place more emphasis on mobilising funds through digital and face-to-face channels.

Role Overview:
Coordinate ActionAid’s database of supporters and process income.
Manage donor journeys and other donor engagement.
Provide timely and accurate finance and fundraising reports.
Maintain data accuracy and quality of the database.
Highlight donor trends and fundraising learnings.

Role Responsibilities:
Run The Raiser’s Edge CRM, coordinate access to and training of other users
Develop and implement the structure of donor journeys. Grow the lifetime value of donors through building loyalty.
Data management
Data analysis
Data segmentation & selection, queries, importing & exporting
Reporting, including attrition and other KPIs
Work closely with Head of Individual Giving to service the needs of donor acquisition, development and retention campaigns.
Work with Head of Individual Giving to identify and track prospects for major gifts.
Providing data insights to enable the fundraising team to use the support base effectively and identify areas for growth and efficiencies.
Contribute to the planning, budgeting, monitoring and evaluation of the individual giving programme.
Be proactive in identifying and helping to bridge any gaps that arise in covering tasks across the fundraising team.
Supervise the role of Donor Care Executive and, where necessary, provide cover for their essential tasks, such as:

Processing of once-off payments and post
Processing online donations & sign-ups
Fulfilment of acknowledgements and welcome packs
Direct debit & credit card runs
Following up missed & cancelled payments
Responding to general info requests
Data cleaning and updates of supporter records

Educational Qualifications:
Degree such as in Business or International Development would be an advantage, as would qualifications/training in fundraising, marketing, customer relationship management or other relevant fields.

Experience, skills and attitude:
Demonstrable administrative/executive experience in a fundraising or equivalent customer-service environment for at least three years.
Proven ability to coordinate work of support staff and agencies.
Ability to operate with a commercial perspective, appreciating the importance of using data and insight to support business.
Sound communications skills and the ability to interact with supporters and fellow staff in a friendly and personable manner.
Willingness to learn new skills and to take on new projects.
An innovative and creative person, willing to contribute new ideas to the organisation’s work.
Excellent attention to detail.
Experience of working as part of a team and the ability to work collaboratively with a variety of stakeholders.
Strong empathy with and empathy for the vision and objectives of ActionAid.

Essential Experience
Significant DBA/CRM experience plus a strong understanding of common Windows desktop applications, in particular advanced Excel skills.
Good track record of experience in an analytical role, interrogating supporter/customer data in a CRM or other database system (The Raiser’s Edge experience would be an advantage).
These technical skills need to be complimented by equally strong communications skills to ensure any data insights are understood by individuals across the organisation.
Marketing and/or business development knowledge/ experience would be an advantage as the individual will act as the internal expert on data segmentation and analysis to leverage supporter data for business development and marketing purposes.

Salary range: Depending on experience, €35,000 to €38,000, plus pension contribution and 25 days leave p.a.
Application: CV and cover letter to
Closing date: 9.00 am, Monday 28th August 2017.
Interviews: First round interviews are planned for week-commencing 3rd September 2017, but there may be scope for some flexibility

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