Specialist, Stakeholder Experience

The mission of Canada’s Children’s Hospital Foundations (CCHF) is to **_do _**_what is right for children, so they live their healthiest, most fulfilling lives_**. Established in 2017, CCHF is a non-profit organization that raises funds for a national network of children’s hospital foundations. As the largest single, non-government funder of child health in Canada, CCHF continues to receive generous support through donors within Children’s Miracle Network® as well as contributions from additional companies and partners.

**POSITION OVERVIEW**

Reporting to the Director, Stakeholder Experience, the **Specialist, Stakeholder Experience** is an important member of CCHF team playing a critical role in ensuring the organization achieves its plans for growth in alignment with its mission, vision, and values.

The Stakeholder Experience Specialist is an important member of Canada’s Children’s Hospital Foundations (CCHF) team, supporting the development and implementation of a hospital communication and engagement strategy. The Specialist will serve as the first point of contact for Children’s Miracle Network Hospital (CMNH) members and provide support for hospital engagements, programs and events. As the lead for various digital products and platforms the specialist will ensure CCHF’s communications, programs and services reflect and support the needs of its Member Foundations.

**KEY RESPONSIBILITIES**

**#1 - **Hospital Relations, Services and Communications**
- Serve as the first point of contact for hospital engagement, proactively and effectively manage, troubleshoot, and triage incoming requests, inquiries, concerns and communications in a timely and professional manner, and escalate as appropriate
- Deliver a best-in-class member hospital foundation program, and consistently find ways to improve the experience by sharing member feedback and recommendations with Stakeholder Experience leadership, and collaborate cross-functionally to implement ideas and processes
- Lead the day-to-day communications and relationships with all member hospital foundations, as well as the execution of a digital stewardship and engagement
- Execute and facilitate various external stakeholder meetings, as well as create touchpoints and initiatives designed to connect, inform, collaborate, and build trust with member foundation staff.
- Lead the delivery and improvement of onboarding new hospital foundation and CCHF staff to the CCHF/CMN network, platforms, and resources

**#2 - Digital Experiences and Management**
- Manage and maintain a Salesforce online collaboration hub and Salesforce CRM database ensuring access to platforms, and monitoring of community chat functions
- Serve as a Subject Matter Expert (SME) and product manager on the effective use of these digital communications tools including training and onboarding for internal and external users
- Support the configuration, enhancement and improvements of functionality and features of these digital tools
- Write, edit and publish a variety of communications for the digital platforms
- Develop and maintain up-to-date training guides and video tools for internal and external users
- Manage and maintain an up-to-date online organizational calendar and processes, in collaboration with cross-functional teams
- Grooming and maintenance of CRM and integrated platforms to ensure data and content accuracy and operations on a quarterly basis

**#3- Donor Experience and Services**
- Provide end-to-end donor service activities, communications and support to stakeholders across Canada and within CCHF network of member hospital foundations
- Liaise with external donor service and data processing partners to ensure optimal donor experience with tax receipts
- Support other donor and stewardship activities and projects as required

**#4 - Children’s Miracle Network Hospitals (CMNH) Liaison**
- Maintain key relationships with counterparts at CMNH in the U.S. and serve as one of the primary points of contact for hospital relations and digital experiences
- Support joint events and engagement initiatives, and other projects by providing CCHF programming or content

**QUALIFICATIONS**
- Post-secondary degree or diploma in business, communications
- 1-3 years of progressive experience in customer service, stakeholder relations, donor services and communications
- Proven outstanding customer service skills and interpersonal skills, and ability to deal with internal and external stakeholders with high levels of tact and diplomacy is required
- Strong project management and problem-solving abilities is required
- Experience working in fundraising and non-profits is a strong asset
- Experience working with Salesforce including data management, analysis and reporting is an asset
- Superior written and verbal communication skills, experience writing for a range of audiences, vehicles and channels, and ability to adapt communication style to work with varying levels of seniority,