Donor Services Manager

1. Responsible for leading the Donor Services team in facilitating the best possible donor giving experience and managing a large and ever-increasing volume of gifts and data collection. Responsible for continual improvement and long-term positioning of LWR's Donor Services.
2. Manage the Donor Services team in the process for entering gift batches into the Blackbaud Raiser's Edge database, following established protocol for gift data entry and acknowledgement.
3. Manage online donation processing to include LWRGifts.org and Blackbaud Sphere module. This includes daily downloads of gift and constituent information.
4. Establish and evaluate processing and procedures that are used in measuring the effectiveness of Donor Services accuracy related to donor gifts, preferences and communications. Manage the Donor Services team in data collection such as contact cards or other agreed upon projects.
5. Manages the gift reconciliation of the Raiser's Edge database with the Finance and Administration MIP database, as well as with the International Program Department PPOD database. Supports Finance team in preparation for LWR's annual audit.
6. Directly interacts with donors through customer service calls, emails and letters related to donations and gift processing to address comments, concerns and issues. Identifies donor habits, requests or large gifts and communicates with the Philanthropic team or supervisor as necessary.
7. Manages and leads two Donor Services Associates. Supports processes for and oversees the team in key tasks, including gift processing, customer relations, state registrations, planned giving and more. Helps the team prioritize, manage work flow and make decisions.
8. Manages the relationship with the bank lock box (SunTrust) for any data entry or gift processing services and serves as organization liaison to the bank lock box facility (SunTrust) for routine customer service issues.
9. In coordination with the Vice-President of Finance, ensures PCI compliance within all aspects of gift processing.
10. Organize, prioritize and oversee the flow of a wide-variety of tasks. Then either oversee Donor Services Associates, or complete personally, important gift processing and constituent relations tasks, including: recording employee payroll deductions monthly in Raiser's Edge; participating in the LWR employee giving campaign; entering Thrivent Choice donors or other third party donors into Raiser's Edge on a monthly basis; entering memorial/tribute gifts and sending cards; managing campaign pledge records; handling distribution of domestic gifts; managing match paperwork; and others as needs arise and development strategies grow.
11. Works on donor acknowledgement strategies, including letters, handwritten notes, calls and more. Monitor all acknowledgement letters on a monthly basis, determine messaging and strategy to approach, and work with Creative Services to ensure all information is accurate and the letters are varied. Ensures timely, accurate acknowledgements.
12. Engagement in ongoing professional development.
13. Other duties as assigned by supervisor.

1. Deep commitment to LWR's core values and ability to model those values in relationships with colleagues and partners.
2. Undergraduate degree and at least seven years of experience with progressively increasing responsibilities in non-profit fundraising and donor services, preferably in a mid to large size organization.
3. Demonstrated advanced proficiency using Raisers Edge or equivalent constituent database, and excellent technical skills related to industry standard technology.
4. Demonstrated donor or customer service management experience, including donor communications via in-person, phone and written, donation management, gift acceptance policies, donor acknowledgement best practices, confidential handling of donor information and compliance with Payment Card Industry (PCI) data security standards. Demonstrated management of a team of employees.
5. Proficiency with Microsoft Outlook and the Microsoft Office suite of software.
6. Experience with and commitment to working in a very diverse workforce.
7. Familiarity with Lutheran theology, church structures, and church member motivations and sensitivities preferred.
8. Commitment and demonstrated ability to maintain confidentiality and a high degree of accuracy. Must have strong data entry skills and extremely accurate keyboarding skills. 
9. Detail-oriented, with strong organizational, analytical and planning skills. Coursework in basic accounting preferred.
10. An exceptional leader with proven managerial skills of both people and projects.
11. Demonstrates excellent skills of problem solving, diplomacy and good judgment in managing donor questions, concerns and comments and in managing gift processing
12. Able to provide a superior constituent experience, develop donor relations and work productively with a wide array of different people.
13. Demonstrated ability of independent responsibility to take initiative and follow through on projects and develop policies with good judgment.
14. Strong decision-making skills related to diverse array of decisions, including assigning gifts to funds, choosing appropriate acknowledgments, determining responses to donors, prioritizing numerous responsibilities, managing vendor relationships and determining when to elevate donor concerns, problems or decisions to supervisor or philanthropic advisor.
15. Outstanding communication skills for both internal and external relationship building and ability to work as part of a team.
16. Creativity, imagination, and the ability to adjust direction and strategies in order to best position LWR for the future.