Title: Donor Services, Operations and Database Manager
Reports to: Director of Membership Marketing and Operations (MM&O)
Benefits: Excellent Benefits package
Status: Full Time 4-day 32 hours, compensation $52,000-$55,000
Green America is a nonprofit organization dedicated to creating a socially just and environmentally sustainable society by harnessing economic power for positive change. Our unique approach involves working with consumers, investors, and businesses. Our workplace reflects our goal of creating a more cooperative, environmentally sound economy. We have a participatory decision-making process that aims to build consensus within the departments and teams.
Our Membership Marketing and Operations team uses mission-focused communications to engage our membership — 'one to many' requests of support. Members serve two key functions for Green America. First, our members are the vehicles of our social change work. Second, they are the people who provide one of the largest portions of revenue for Green America’s operating budget. To keep our members happy, we provide prompt and personalized assistance everyone that contacts us directly.
Duties and Responsibilities:
Donor Services Management (25%):
- Oversee Member Services Assistant
- Oversee the mail, phone, and email response system to member inquiries, from address changes to publication sales.
- Coordinate and produce mail and data files for Green America publications.
- Work with Member Services Assistant and Marketing Manager to coordinate renewal and acknowledgements data file generation and mailings.
- Coordinate with Director of Marketing to send monthly email renewals.
- Manage post office BRM accounts.
Recurring Gift Processing (25%):
- This position is responsible for meeting annual revenue projections.
- Process recurring (monthly, quarterly, annual) payments and manage the recurring processes: data entry, reporting, recapture, and refunds
- Create annual budget projections for ongoing recurring processing.
- Work with member services to meet recapture budget projections.
- Create new systems and offers, to increase recapture.
- Coordinate with Accounting to send summary of monthly revenues.
Operations & Data Entry Management (35%):
- Oversee Data Entry Specialist.
- Manage data entry systems and processes to ensure data integrity & hygiene, streamline processes, research new systems, and solve problems as they arise.
- Manage relationship and coordinate with our data caging company.
- Oversee credit card and debit card processing.
- Coordinate with IT department to ensure timely modifications and updates to, Raiser’s Edge, and other resources.
Constituent Relationship Management Systems Management (15%):
- Create and provide reports and data files to different departments in the organization, including Marketing, Development, and Accounting/Finance
- Responsible for data integrity, processes and procedures of Raiser’s Edge, Green America’s membership information system.
- Responsible for data integrity, processes and procedures of Charity Engine, Green America’s transactions website.
- Work with Accounting to provide reports for year end closing and final financial reports.
- Work with Director MM&O and Director of Development to provide reports and data files for the organization’s annual planning process.
- Work with Accounting to provide reports and data files for annual audit and taxes.
- Provide data assistance for state registration process.
- Update Salsa with constituent information from the Raiser’s Edge.
- Support of legacy systems, as needed, until they are phased out (Enterhost, SQL Server)
Miscellaneous
- Support the Director of MM&O in administrative duties related to contract management, hiring, budgeting and operational functions as needed.
- Review and process vendor invoices and ensure complete information has been provided
- Oversee office supplies, kitchen, and copier paper orders.
- Back up for front phone coverage.
- Other duties as assigned.
List of Systems this position will manage:
- Raiser’s Edge Membership System
- Charity Engine (web transactions)
- Authorize.Net Credit Card System
- Beneficial State Bank ACH Software
- Blackbaud Merchant Services (BBMS)
- PC Charge Credit Card System
Qualified Candidates should have:
- Minimum of 5 years work experience in non-profit setting
- Minimum of 3 years managing data entry and/or member services staff
- Customer-service mindset and strong interpersonal skills
- Candidate must demonstrate solid critical thinking skills and experience in collaborating with cross-department teams to achieve common goals
- Exceptional problem solving skills and outstanding attention to detail
- Excellent organizational skills, ability to prioritize various important requests
- Ability to communicate effectively with vendors, consultants, and staff and ensure deadlines are met.
- Proficiency in: Raiser’s Edge, Crystal Reports
- Preferred: SQL Server Querying, Charity Engine, Authorize.net, B.S. in Computer Science or an IT-related field
