Donor Relations Representative

Job objective

Donor Relations Representative is responsible for ensuring the best-in-class donor service. He/ she shall oversee the donor journey inside the donation center as well as all the communications in between donation visits. He/ She shall work with donation center staff, assists them in resolving donors' complaints, improving donors service, and maintaining satisfied donors. Donor Relations Representative shall be the donation center champion for the donor CRM system; engaging the donors, respond to their inquiries and keep them updated. He\she oversees the implementation of donor retention and loyalty programs. He\she shall work generated leads for conversion, follow up on call center and other marketing activities within the donor recruitment area for the donation center. Donor Relations Representative is responsible for donation center administrative work as assigned by the direct managers.

Environment

Internal: Quality, Operations, Donor Center Staff, Marketing, Procurement, Finance, Facility management team.
External: Donors, Third parties Providers.

Key responsibility

• Serve as a point of contact for donor affairs in the donation center.
• Coordinate and organize the donor journey inside the donation center.
• Donor Center CRM champion: approve & follow up on appointments, generated leads, announcements and reminders.
• Oversee the implementation of Donor retention and loyalty programs within the donation center.
• Follow up on generated leads from the landing page: contacting leads and keep appointments.
• Coordinate and follow up with the call center for leads conversion, donors enquires and complaints.
• Send daily reminders for regular donors (next donation date).
• Track and follow up donors' complaints.
• Conduct and analyze Donor satisfaction surveys.
• Coordinate the donor journey inside the Donation Center for time and efficiency.
• Keep the Donor Center appointments calendar updated.
• Proactively anticipate obstacles and propose solutions for better donor service.
• Maintain a proper and presentable donation center.
• Carry out administrative work as assigned by the direct managers and keep the proper documentation system to the related activities and duties.

Academic experience required

Bachelor 's Degree in related fields.

Professional experience required

Typically requires a minimum of 3 years of related experience in customer service.

Computing skills

Proficiency in all Microsoft Office applications, and CRM applications.

Personal skills

• Outstanding communication skills.
• Strong Interpersonal skills.
• Maintain a positive attitude focused on customer satisfaction.
• Critical thinking and problem solving.
• Analytical.
• Time management.
• Conflict management.
• Teamwork.

Languages

Very Good written and spoken English and Arabic.