Job Opening - Director of Constituent Services

OVERVIEW

The Director of Constituent Services interacts with and overseas a variety of strategic initiatives to support both internal and external constituents of TEAM.  This role will provide leadership to both the improvement of current constituent-facing systems and the development of new systems and processes to help build and nurture mutally beneficial relationships across organizations.  

KEY RESPONSIBILITIES

  • Work closely with the Constituent Services Manager to enhance the overall development of TEAM’s constituent services strategy and foster new levels of engagement and support for donors, missionaries and staff
  • Develop and implement a clear strategy to improve the customer service ethos in TEAM; provide systems and solutions to elevate TEAM’s professional and missional impact across the globe
  • Manage all constituent services communication channels and provide direction and team coaching to help resolve constituents needs in a timely, thoughtful manner
  • Serve as the final escalation tier for donor relations special approvals; foster a proactive approach to resolving donor requests within Standard Operating Procedure; Ensure all responses are dictated by controls and tracked appropriately
  • Collaborate with the donor development team to continue building systems and services that support major donor strategy
  • Proactively work with TEAM’s CFO regarding regulatory compliance, financial controls, audit requirements and reporting needs
  • Manage a team of individuals in various donor relations support functions
  • Work closely with Information Services and Communications departments to build organization-wide communications solutions that will serve needs of constituents
  • Develop all the standard processes and procedures for appropriate telephony engagement of external stakeholders
  • Support TEAM's direct response program by working closely with TEAM’s Marketing department to foster the strategy and, at times, content for our direct response efforts at donor solicitation; assist in the evaluation, reporting processes and communicating donor response
  • Develop outbound call strategies specifically aimed at donor stewardship, prospect solicitation and process to express appropriate gratitude to all donors but primarily the mass and key donor base
  • Create scorecards to monitor TEAM’s process quality and ability to deliver first-class services to all constituents; manage and maintain tools and training to allow for measurable, efficient and timely access to information across departments, regions and organizations
  • Provide training and support to departments and staff across TEAM to grow their understanding of constituent service and related data management and telephony tools
  • Communicate closely and coordinate with the contribution processing team to ensure compliance government regulations and to help honor donor intent
  • Work closely with Information Services to implement and manage appropriate hardware and software systems to maintain accurate data on donors, prospects, organizations, churches, and other internal and external constituents

REQUIRED SKILLS AND EXPERIENCE 

  • A believer in the Lord Jesus Christ who is in fellowship with a bible-believing church and wants to make a difference through involvement in world missions. This individual must personally embrace the purpose, vision, beliefs and values of TEAM. Spiritually mature with a growing walk with Christ
  • Familiarity with and commitment to global missions and mission activities
  • Bachelor's degree in related field
  • A team player with a positive attitude, and passionate about serving God and others
  • A minimum of 3 years in a supervisory role, accountable for the output of a team
  • Experience in customer relations field is required; call center experience is a plus
  • Experience in donor relations field is required
  • Understanding of and experience with data management systems for nonprofit giving
  • Background in business process design and metrics; the ability to create department-specific scorecards that convey the quality of service being offered
  • Effective communicator in person, in writing and on the phone. English proficiency required; additional language competencies is a plus
  • Experience that demonstrates an understanding of the nonprofit fund development environment, particularly in a Christian context
  • Working knowledge of the various forms of direct response communication with donors and prospects, including but not limited to direct mail, social media, email blasts, online giving platforms, and telephone solicitations
  • Able to occasionally travel domestically (TEAM has a distributed U.S. workforce)
  • Basic understanding of telephone/communications systems, both hardware and software
  • Excellent project management and time management skills
  • Collaborative, flexible, good relational skills

Submit cover letter and resume to:

E-mail: .(JavaScript must be enabled to view this email address)
Fax: 630-653-1826
Mail: Human Resources Manager, 400 S. Main Place, Carol Stream, IL 60188

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