Donor Retention & Audience Exp

Organizational Unit

WUSF public media is a leading source of news, information, and cultural enrichment for West Central Florida. We reach over one million people monthly through our NPR news station WUSF 89.7, Classical WSMR 89.1 & 103.9, and an extensive digital presence including live streaming, podcasts, newsletters, and social media. As a department of the University of South Florida, we have a dedicated team of 90 professionals and a budget of $11 million. We are deeply committed to our community, providing valuable internships to students and delivering content that informs, inspires, and connects. Our main studios are on the USF Tampa campus, with additional broadcast and production facilities on the USFSM and USFSP campuses.

The Donor Retention & Audience Experience Manager will develop and implement strategies that inspire, engage, and retain our annual and monthly donors. This position is an exciting opportunity for someone who is passionate about public media to be on the ground floor of developing the future of donor and listener focused initiatives,  that will be a critical component of WUSF?s commitment to strengthening relationships with the greater Tampa Bay community.  The ideal candidate is someone that enjoys a fast-paced environment and is able to play a pivotal role in developing and fostering long-term donor loyalty, as well as ensuring a positive, engaging audience experience for all listeners.

Deliver outstanding customer service to donors and listeners, ensuring timely and effective communication to enhance satisfaction and loyalty. Collaborate with internal teams to create personalized donor stewardship plans, including impact reporting, appreciation initiatives, and targeted messaging. Partner with marketing, programming, and development teams to implement audience engagement strategies through digital platforms, events, and other innovative opportunities. Leverage digital tools and Salesforce/Marketing Cloud system to manage donor interactions and streamline engagement efforts. Develop creative and compelling donor communications, including emails, newsletters, and direct mail campaigns, to enhance retention and audience experience.

Develop and execute a comprehensive donor retention strategy to increase renewal rates among one-time donors, new members and monthly donors. Collaborate effectively with cross-functional teams, including Membership, Digital, Major Gifts, to align donor retention efforts and maximize impact. Develop, implement and optimize robust donor journeys that effectively increase retention rates--especially among first-time donors and increased/repeat giving. Develop an annual testing plan for donor communications with the aim of improving key campaign metrics and maximizing value.

Assist Membership during on-air fund drives with script writing, editing and scheduling meetings as needed. Analyze donor data and engagement metrics to identify trends and implement initiatives that maximize donor lifetime value.

Monitor and report on key performance indicators (KPIs) related to donor retention, audience engagement, and overall satisfaction. Stay informed on best practices in customer relations/experience, donor relations, audience engagement, and public media fundraising to continuously refine strategies.

Performs other duties as assigned.

Minimum Qualifications: This position requires a Bachelor's degree plus two years experience or a Master's degree. Appropriate graduate coursework may substitute at an equivalent rate for the required experience

Preferred Qualifications: Bachelor's degree in marketing, communications, business or a related field (or equivalent experience).

Minimum of 5 experience in customer service, membership, audience engagement, fundraising, or a related field Strong project management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.

Excellent communication and interpersonal skills, with a passion for building meaningful relationships with donors and listeners.

Proficiency in Salesforce, Marketing Cloud and/or other donor databases, and digital engagement tools. Creative thinker with a results-driven approach to donor retention and audience experience.

A proactive, curious, and solutions-oriented mindset. Experience in digital engagement and AI is a plus.

The University of South Florida is a high-impact global research university dedicated to student success. Over the past 10 years, no other public university in the country has risen faster in U.S. News and World Report's national university rankings than USF. Serving more than 50,000 students on campuses in Tampa, St. Petersburg and Sarasota-Manatee, USF is designated as a Preeminent State Research University by the Florida Board of Governors, placing it in the most elite category among th