Charity, Donor Relations Manager, Philanthropy

• Donor / Client Relations - includes enquiry response and issue resolution, such as answering calls and emails from donors, advisors, and charities
• Donor / Client Administration - includes onboarding activities such as DAF account opening, forms processing, and contribution matching
• Designated Funds - The role will also manage the Designated Fund service, which will require liaising directly with donors and charities
• Setting Up Donor / Client Relations Department (Leadership)
• Establish and document specific work procedures and processes for the Donor / Client Relations and Donor / Client Administration functions
• Liaise and align with the Grants team, Operations team, and Development team
• Donor / Client Administration (Service Delivery)
• Act as a subject matter expert on DAF account set up, management and contribution processing
• Open new accounts and verify that all data and documentation is complete, verified, and accurate
• Assist with account updates and contribution error processing when they occur
• Support the Operations department who are accountable for processing gift receipts and all cash, security, and other contributions into DAF accounts from donors
• Donor / Client Relations (Query Management)
• Communicate with donors and financial advisors, as necessary, to resolve issues, address enquires and provide general support
• Act as first point of contact for inbound calls and emails from donors, advisors, and charities. This will evolve into a call centre in the longer term
• Oversee case management within Salesforce for inbound enquiries to ensure timely resolution of outstanding issues
• Provide reports and analysis on call, email, and case management activities
• Designated Funds (Development Support)
• Respond to inbound enquires on our client's single gift Designated Fund service
• Clearly articulate the Designated Fund proposition to donors, their advisors, and charities
• Provide direction and communication to Development, Operations, and Grants teams so that donor and advisor queries are answered in a timely, efficient, and knowledgeable manner
• Ensure the completeness of data within NPT systems, which includes Stellar and Salesforce
• Provide analysis on a timely basis to ensure appropriate metrics are being met, and identify any trends, recurrent issues, or other relevant matters
• Provide continual evaluation of processes and procedures, and suggest methods to improve area operations, efficiency, and service to both internal stakeholders and external donors, advisors, and charities

• Bachelor's degree or equivalent professional experience
• Strong communication proficiency with exceptional oral and written etiquette
• Customer and client focus with the ability to interact professionally with institutional partners (e.g. private banks), high / ultra-high net worth individuals, as well as develop and maintain good relationships with colleagues across the organisation
• Passion for philanthropy and the need to make giving more effective for donors / clients
• Previous experience working with professional advisors
• Leadership, organisational, and time management skills
• Problem solving and analysis skills
• Detail oriented, capable of multi-tasking in a daily, deadline driven department, while keeping others well-informed
• Ability to take initiative, anticipate needs and exercise independent, sound judgement
• Self-motivated and self-directed with a strong work ethic

Michael Page