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Donor and Audience Relations Manager

Posted 
July 12, 2019

Overview

The Donor and Audience Relations Manager Leads a team of customer service agents who provide frontline customer relations assistance to viewers, audience members and donors that will increase revenue from donors, allow us to reach more people, build a strong organization and inspire a smarter world.  They will be an innovative, customer services oriented leader who will take creative approaches to maximize relationships with prospective and current donors.  They will strive to make the work process the most efficient and set the tone for smart and responsive patron care.    

KEY JOB RESPONSIBILITIES 

I.  Plan

  1. In partnership with the Vice President of Philanthropy, create a donor centric approach to all aspects of customer service for the entire organization
  2. Work collaboratively with our team and customer service partners to ensure a positive and meaningful interaction with inbound calls from current and prospective donors
  3. In partnership with the Vice President of Philanthropy develop and execute calling (inbound and outbound) strategies and campaigns for acquisition, renewal, upgrade and stewardship
  4. Ensure all administrative functions of the customer service experience needed in-house are met

II. Manage  

  1. Supervise customer service staff
  2. Manage relationship with third party customer service vendor
  3. Develop and document customer service policies, scripts, guidelines, procedures and training resources for public facing staff members
  4. Coordinate staffing and resources to manage call volume, email response and other administrative functions of Donor and Audience Relations team
  5. Handle escalation calls in a timely manner
  6. Ensure that standardized inbound and outbound messaging across all communication platforms is maintained and consistent

III. Collaborate

  1. Work with members of the Strategic Management Team to ensure overall customer service experience is maximized
  2. Actively contribute to team's overall effectiveness
  3. Other duties, responsibilities and activities may change or be assigned at any time with or without notice

EDUCATION AND EXPERIENCE

  1. Bachelor’s Degree or equivalent experience required
  2. Five years’ customer services management experience required, call center setting preferred
  3. Minimum of one year experience managing a team of people
  4. Working knowledge of MS Office (Word, Excel and Outlook) required
  5. Thorough working knowledge of databases, and fundraising database software required; experience with CRM preferred
  6. Demonstrated knowledge of contact center solutions, KPI metrics and workforce management practices

PHYSICAL REQUIREMENTS

1.  Ability to view data on a computer screen for long periods of time

2.  Ability to type on a keyboard for long periods of time

3.  Ability to sit or stand for extended periods

4.  Ability to work some evenings and weekends

 

Cascade Public Media is committed to building a team that represents a diversity of thought, experience and personal background

About the Department

Development

Our Diversity Commitment

We are committed to building a team that represents a diversity of thought, experience and personal background. Read our complete diversity commitment statement here.