The Donor Services Director - 11-001 SC/ DHQ (Divisional Headquarters) Carson

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church.  Its message is based on the Bible.  Its ministry is motivated by the love of God.  Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Donor Services Director (DSD) is responsible for promoting The Salvation Army (TSA) programs and services and soliciting gift responses via direct marketing mail appeals and related channels and for collecting, processing, recording, analyzing, reporting and acknowledging all gifts and information about donors in the Southern California Division and its constituent units.  The DSD will maintain and grow revenue through multi-channel direct marketing disciplines that include direct mail, email, telemarketing, mobile, digital and other media channels. Oversee development and management of all donor fundraising campaigns and analysis for the purpose of retention and upgrade of donor giving. Works under the direction of the Director of Development.

Supervises: Donor Database Supervisor and Donor Services Manager

Essential Functions

The Donor Services Director will:

• Manage the relationship with the direct marketing vendor and other partners to oversee Direct Marketing strategy and implementation for the Southern California Division.
• Research, analyze and compare strengths of various vendors using market testing and related tools to ensure that the best possible materials and strategies are being utilized.
• Coordinate with THQ Donor Management (THQ) and Divisional Finance Department (Finance) to provide administrative and development oversight of the donor database, ensuring accuracy of data, systems, and controls in accordance with TSA policy and governing laws.
• Coordinate with THQ & Finance to ensure the efficient, effective and productive performance of the centralized donor management database systems, associate software, records and files.
• Be responsible for the effective campaign analysis component of the database.
• Be the primary liaison to work with corps officers and staff to expand marketing opportunities, which will best fit their local needs.
• Provide technical leadership and functional guidance of donor management systems and compliance with TSA policies.
• Provide reports as required by the Development Director, Divisional Finance Director, other disciplines within the Development Department, Program Directors and corps officers related to campaign and other income results and analysis.
• Coordinate with THQ and Finance for cleanliness of database.
• Provide supervision, guidance, training and support to the Donor Services Associate.
• Primary liaison to the Donor Data Operations Center
• Responsible for comprehensive strategic development of direct response fundraising programs including direct mail, telemarketing, internet-based appeals, mobile and other direct marketing mediums.
• Coordinate all phases of donor support services. This will include the implementation and management of systems, controls and procedures to ensure timely mailings of donor materials and newsletters.
• Coordinate, manage and participate in donor mail processing, ensuring the accuracy and efficient processing of the posting/receipting of donations and ongoing maintenance of donor files.
• Approves all appeal copy through internal review process to ensure all appeals are compelling, on brand, accurate, on schedule, and reflect Salvation Army’s mission.
• In collaboration with the Divisional Director of Development, develop and implement the Hug Your Hundreds program to cultivate and steward donors giving a first-time gift of $100 or more.
• In Collaboration with the Divisional Director of Development, develop and implement a program for mid-level donors to increase engagement, retention, and giving with the goal of moving donors to major gifts. This will include the supervision of the Donor Relations Manager.
• Coordinate with the Donor Services Manager and Donor Relations Coordinator the design and implementation of touch points for selected donors for the purpose of donor retention and donor upgrade.
• Establish and achieve/exceed departmental income targets and objectives by prioritizing related programs, training and managing use of personnel, delegating tasks, and evaluating progress regularly.
• Provide direct marketing strategies and income targets to support the overall vision and goals of the Development Department.
• Supervise the Divisional direct marketing mail appeal initiatives, coordinate the remit processing, donor database maintenance, production of receipts and acknowledgement letters and ensure recording procedure