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Manager, Call Center and Student Philanthropy Initiatives (FULL TIME)
Case Western Reserve University | Cleveland, OH | Posted February 28, 2019
Position ID: #7416
Date: February 2019
Title: Manager, Call Center and Student Philanthropy Initiatives
Department: Annual Giving
The Manager, Call Center and Student Philanthropy Initiatives will work closely with the director and others in the Office of Annual Giving to create, execute and manage a sophisticated telemarketing operational plan as part of the university’s effort to increase annual participation and support from alumni, friends, parents and others. Functioning as part of the university development team, the manager will be expected to work collegially with colleagues in university offices and the schools. In addition to call center responsibilities, the manager will also manage undergraduate student philanthropy initiatives with the goal of raising awareness and securing graduation gifts.
1. Supervise Call Center Staff: hire, train, manage and incentivize 25-35 student call center employees for a 13 station calling center; determine calling assignments and provide appropriate coaching for each caller to enhance and improve their performance; develop a comprehensive incentive program aimed at retention and optimization of success. (20%)
2. Operate Student Call Center: create and manage segmentation lists and work with school and center managers to develop appropriate scripting and fact sheets; oversee the 13-station automated call center including software enhancements and infrastructure improvements; manage the call center budget, including preparing monthly budget summaries/reconciliations, quarterly forecasts and yearly budget requests; utilize the Peoplesoft financials system to process reimbursements, disbursements, requisitions and journal entries; manage relationships with vendors. (20%)
3. Manage Call Center Data: work with the director to establish challenging but obtainable call center goals; track and evaluate program progress against goals and propose improvements; work closely with advancement services to obtain call center data file; collaborate with school annual fund offers regarding generation and distribution of all annual giving reports; work with alumni and gift records to ensure accuracy in demographic change and gift processing. (15%)
4. Oversee Senior Gift and Student Philanthropy Programs: work closely with the director to plan and execute a comprehensive student philanthropy program; Take the lead on the senior class gift campaign: recruit volunteers for senior gift outreach and manage a committee to conduct peer-to-peer education and solicitation; evaluate program based on outreach and gifts. (25%)
5. Implement New Phone Based Technologies: Research, plan and implement a text-based system to augment calling program. (10%)
6. Develop additional communications: assist the Associate Director of Annual Giving – Communications with e-communications in support of phone center and senior gift campaign; create a comprehensive pledge fulfillment program including text, mail, and email communications; design a stewardship program for senior gift campaign aimed to promote retention as alumni. (9%)
Perform other duties as assigned. (1%)
Department: Daily contact with the director and other advancement staff as required to perform essential functions.
University: Occasional contact with other university employees as required to perform essential functions.
External: Daily contact with alumni, friends of the university, parents and vendors as required to perform essential functions.
Students: Daily contact with student fundraisers and volunteers as required to perform essential functions.
Direct supervisory responsibility for 25 to 35 student fundraisers.
Experience: 1 to 3 years professional experience in telemarketing, sales, development or equivalent experience as a student caller and/or manager.
Education/Licensing: Bachelor’s degree required.
1. Act as a role model within and outside of Case Western Reserve University.
2. High degree of energy, creativity, organization and interpersonal skills.
3. Must be able to work independently and as a member of the development team.
4. Proven ability to plan, initiate, manage and evaluate complex campaigns.
5. Must demonstrate proven ability to troubleshoot and to identify problems and appropriate responses to complex issues.
6. Demonstrated excellent communication and interpersonal skills and proven ability to influence and tactfully manage relationships with diverse internal and external constituencies. Abilityto interact with colleagues, supervisors, and customers face to face.
7. Capacity to develop and execute complex strategy impacting philanthropic effectiveness.
8. Must possess superior organizational skills.
9. Strong writing skills required.
10. Computer proficiency (including Microsoft Office) and ability to learn new programs.
11. Must have a solid understanding of database code.
12. Ability to meet consistent attendance.
General office working environment.
In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.
Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Inclusion, Diversity and Equal Opportunity at 216-368-8877 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.
NOTE / HOW TO APPLY
CWRU offers a flexible benefits package including tuition waiver for employees and dependents; Respond in confidence, including salary history: jobs.case.edu, human resources job code #7416.
Manager of Prospect Research (FULL TIME)
Hiram College | Hiram, OH | Posted January 18, 2019
Hiram College’s Office of Alumni Relations and Development invites applications for a Manager of Prospect Research.
Responsibilities include: providing detailed information and evaluation of prospective and current donors; maintaining research files on prospect pool; interacting extensively with frontline fundraisers on issues regarding prospect management; assisting with the development of prospect strategies; preparing candidate profiles and other reports for board meetings; updating research strategies and techniques as new tools and software become available; working with Systems Analyst in IT to design data reports which facilitate easy retrieval of prospect data; conducting and overseeing special projects such as data mining and wealth screenings; assisting with travel planning by proactively identifying prospects in distant locations; and performing other duties as assigned.
Qualifications include a bachelor’s degree in a related field, one to three years of experience in donor research or development field, proficiency with computer applications including Ellucian Banner and the Microsoft Suite, experience with donor research software, and knowledge of higher education fundraising is a plus. Other requirements including excellent verbal and written communication skills, ability to analyze and report information in a clear and concise manner, strong organizational and time-management skills, attention to detail, high degree of professional confidentiality, and proficiency in determining the quality, reliability, and accuracy of data sources.
The chosen candidate will be committed to fostering a closer relationship between the Hiram alumni and their alma mater and to helping achieve the financial goals of Hiram College. This is a full-time 12-month position reporting to the Vice President of Alumni Relations and Development. Occasional evening and weekend hours are required. Title and compensation will be commensurate with experience. Interested applicants should submit a cover letter, resume, and names of references. Please identify the position title in the subject line when applying. Review of applications will begin immediately and continue until the position is filled.
Hiram College is an Equal Opportunity Employer committed to Excellence through Diversity.