Membership Operations Manager
KUOW
Seattle
,
WA
Application Deadline: Tuesday, Jan 31, 2023
Description
KUOW Puget Sound Public Radio is Seattle’s NPR news station. We are an independent, nonprofit news organization producing award-winning journalism, podcasts and events in service to the 3.9 million people in our coverage area. As a self-sustaining service of the University of Washington, our mission is to create and serve a more informed public. Read our latest Annual Report to learn more.
KUOW has an exciting opportunity for the Membership Operations Manager to oversee fundraising logistics and collaborate with diverse teams across the organization and externally to ensure efficiency and accuracy of membership-related campaign functions.
The ideal candidate for this position identifies opportunities for improving member acquisition, retention and renewal strategies and has an eye for optimization. The ideal candidate is also an excellent writer and communicator who can wear many hats to collaborate with diverse teams and is highly comfortable with digital fundraising and marketing tools.
This position will lead fundraising and campaign related operation logistics that support the annual fundraising strategy with various teams for a wide variety of campaigns including: on-air, digital campaigns, social media campaigns, email fundraising campaigns, KUOW email newsletters, some marketing campaigns and major donor appeals, and much, much more.
The Membership Operations Manager is responsible for collaborating with diverse teams across the organization and externally to ensure the accuracy and efficiency of membership-related campaign operations, and identify opportunities for improving member acquisition, retention and renewal processes and supporting Membership’s annual fundraising strategy.
Duties & Responsibilities
Revenue Generation & Operation logistics
• Works as a member of the fundraising strategy team to develop and create data extensions, source codes, customized donation forms and other technical fundraising tools to support annual fundraising activities.
• Works between fundraising and data management team to create and maintain database documentation (specific to fundraising), procedurals, and conducts on-going team training.
• Collaborates with Data/IT departments to create and enforce business rules to ensure data management standards.
• Oversees stewardship related campaign activities, responsible for premium fulfillment logistics, manages inventory and timely distribution of member benefits.
• Responsible for all post campaign thank-a-thon logistics
• Manages relationship with 3rd party operation vendors (ex: inbound call center) to ensure campaigns are supported and integrated
• Responsible for implementation and logistics for all in-house mailings including (Ex: monthly direct mail renewals, monthly e-renewals, quarterly campaigns)
• Responsible for growing the corporate matching gifts & CARS Donation program
• Participates in annual development and marketing planning for Development Department
• Troubleshoots operational issues associated with fundraising activities
Performance Analysis
• Build, analyze and report on campaign and direct response performance to inform strategy
• Build, analyze and report on impact of stewardship, engagement activities and communications (360 degree view) providing regular analysis on donor retention across donor segments.
• Build, analyze and regular report on customer service metrics/health (monitor trends and queue)
Customer Service
• Oversees customer service program (which includes overseeing 3rd party operation vendors ex: Inbound/outbound call centers), manages inbound call/email case volume, delegates to staff where appropriate.
• Ensures donor communications and relevant information is accurately tracked back to donor accounts (ex: survey responses, engagement metrics, etc).
• Provides customer service by answering calls and emails, composes appropriate correspondence as needed and resolves donor inquiries and account problems. Updates database.
Supervision
• Manages the Program coordinator position
Supervision Received
• Position reports to the Director of Membership
Requirements include:
• A bachelor’s degree and two or more years experience in professional fundraising with demonstrated success in donor cultivation and stewarding donor relationships.
• Familiarity with, and ability to articulate best practices in non-profit fundraising.
• Ability to develop fundraising strategies and plans that integrate into the organization’s mission, priorities and goals both independently and within a team.
• Strong interpersonal and customer service skills and an ability to communicate successfully in writing, by phone or in person.
• Proven ability to work professionally, collegially and effectively with donors or other constituents, colleagues and the general public.
• Commitment to providing quality customer service and ability to maintain confidences and protect confidential information.
• Working knowledge of database programs and email platforms; competency in Office 365/Microsoft Word, Excel, presentation tools are a must.
• Intrinsically motivated and able to work independently, problem solve, take initiative, set priorities and handle multiple projects and deadlines in an organized and professional manner a must. Recognizes and seizes opportunities.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
COMMITMENT TO DIVERSITY AND RACIAL EQUITY
KUOW and the University of Washington are equal opportunity employers. KUOW is dedicated to building a culturally and ethnically diverse staff and creating a working environment that promotes racial equity and inclusiveness. We believe attracting and retaining diverse staff is crucial to serving our community and fulfilling our mission. Women, Black, Indigenous and people of color (BIPOC), LGBTQ+ individuals, people with disabilities and veterans are highly encouraged to apply.