Pieta’s vision is a world where suicide, self-harm and stigma have been replaced by hope, self-care and acceptance. In response Pieta has developed an ambitious fundraising target of €15 Million annual fundraised income by 2023.
Reporting to the Individual Giving Manager, the primary objective of the Donor Care Officer is to deliver best-in-class donor care – reporting to the Individual Giving Manager and working across the fundraising team to support donors and Darkness into Light participants. This role will ensure that Pieta’s amazing supporters across Ireland received efficient timely and considered donor care. The role will ensure response turnaround KPIs are achieved, CRM data quality is maintained and that all finance and fundraising processes are clearly implemented and reported on. Looking after our growing file of cash and regular donors and supporting on donor queries, donor marketing materials and mailings will feature as part of this role.
This is a unique opportunity to work within and shape a new individual giving function at an exciting and dynamic organisation with a large and highly responsive and engaged donor base. You will have past experience in managing a large donor file dealing with direct marketing, financial processes and supporter journeys. You will be very comfortable with and have a high knowledge of GDPR and implications for donor communications, as well as a commitment to upholding the highest standards for fundraising.
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
Provide timely data and insights to inform decision-making and the creation of actionable plans to drive lead generation with existing and prospective supporters
Manage the CRM system in relation to automation, analytics and integration
Conduct ongoing analysis to optimise supporter communications and journeys
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
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
Third level degree in marketing or financial administration is desired
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
Please note: As Pieta is a national organisation, this role may require travel for work and a willingness to work weekends, evenings and unsociable hours will be required to support donor care events or working with other Pieta teams and centres.
Applications for the above should be made through our website or via email, attaching a cover letter (outlining your particular suitability to the role) with an updated Curriculum Vitae to firstname.lastname@example.org by 1st March 2021.
PIETA IS AN EQUAL OPPORTUNITIES EMPLOYER