Head of Fundraising and Marketing Operations

3 days ago

Toronto, Canada SAVE THE CHILDREN-CANADA Full time

**Head, Fundraising & Marketing Operations**

**YOUR IMPACT**

This position joins a growing and evolving team. Reporting to the Director, Direct Marketing, the Head of Fundraising Operations contributes to budgeting and business planning across all Resource Development portfolios, facilitating processes and helping to deliver business insights to support strategy development. oversees the donor CRM, data analytics, gift processing and donor care. This role will work closely with portfolio owners across Resource Development, as well as cross-functionally with the VP Operations, Finance leads and other business unit owners as required.

**Responsibilities include (but are not limited to)**:

- ** Business Intelligence & Planning**
- In collaboration with the Director, Direct Marketing, Head of Partnerships & Philanthropy (Head of P&P), and Chief Development Officer (CDO), contributes to the budget and planning process for Resource Development by working with the Fundraising & Marketing Analyst to deliver recommendations to fundraising leads, translating data insights into strategy.
- Provides direction and oversight to Fundraising & Marketing Analyst on reporting and analytics needs for all fundraising portfolios.
- Proactively identifies opportunities to maximize performance and optimize spend across all fundraising portfolios and channels.
- Acts as a central support for Resource Development by liaising with Finance leads and the VP Operations.
- Provides best practice and strategic recommendations on reporting across all areas of Resource Development.
- Supports in the development and implementation of donor journeys across all fundraising portfolios and channels.
- Working with key stakeholders, contributes to the formation of the donor care and retention strategy for all donors at Save the Children. Ensures that donor care and retention targets are met by the team.
- Develops clearly defined metrics of success, supporting relevant data collection and reporting.
- ** Operations & Stakeholder Management**
- Responsible for ensuring compliance of Resource Development operating systems, processes and activities with key legislation and regulations, including - but not restricted to - CRA, PIPEDA, PCI, CASL and Imagine Canada.
- Establishes and monitors service levels. Manages escalated donor-related and internal issues and inquiries.
- Manages vendor relationships relative to CRM platforms and gift processing/receipting.
- Acts as the lead on relevant projects or assignments (e.g. CRM, compliance reviews).
- Works collaboratively with Director, Direct Marketing, Head of P&P, CDO and Finance on an ongoing basis to support timely reporting and data reconciliation across systems.
- Proactively identifies gaps processes, proposing and implementing solutions where needed.
- Contributes to the annual financial audit by providing requested reports and/or relevant documentation.
- Acts as a central support for procurement needs within the Resource Development department where appropriate or required.
- Supports emergency fundraising across business units when required.
- ** Customer Relationship Management (CRM) & Donation Processing**
- Serves as the primary administrator of Save the Children’s CRM databases and fundraising platforms (currently Blackbaud and AKA Raisin with a migration underway to Salesforce NPSP). Ensures integration across systems to optimize data capture, tracking and reporting on key performance indicators.
- Leads on all CRM-related initiatives within Resource Development, engaging relevant stakeholders across SCC as required.
- Oversees all aspects of gift entry and management of donor data across all platforms.
- Maintains policies relating to data governance, processes and business rules.
- Works with the Fundraising & Marketing Analyst and Database Coordinator to ensure all internal and external data interfaces are tested routinely; responsible for troubleshooting when required.
- Acts as the liaison between Resource Development and Finance regarding donor data management (e.g. data clean-up, legal/compliance considerations).
- Reviews and recommends updates to database coding structure to track donations by source, channel type, fund, appeal, campaign, etc.
- Ensures that key staff are trained on the proper use of relevant CRM platforms.
- ** People Management**
- Leads a team that includes the Fundraising & Marketing Analyst, Database Coordinator and Donor Relations representatives; specifically:

- Provides direction to the Fundraising & Marketing Analyst to support business intelligence needs;
- Supports the Database Coordinator in the administration of all CRM platforms; and
- Leads the Donor Relations team, establishing guidelines and providing ongoing coaching relating to donor communication and gift management.
- Oversees the team’s workflow, helps to set and adjust priorities, and troubleshoots where needed.
- Sets clear objectives and expectations for the team, providing ong

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