Manager, Supporter Services - Jobs in Toronto, ON

Job Description

Location: National Office at 245 Eglinton Avenue E, Suite 410, Toronto, Ontario, M4P 3J1Position details: Permanent, full-timeTaking care of our environment has never been more important than it is today. The Nature Conservancy of Canada (NCC) is looking for a Manager Supporter Services to join a team committed to protecting our most important natural areas and the plants and animals they sustain.NCC is the nation’s leading not-for-profit, private land conservation organization, working to protect our most important natural areas and the species they sustain. Since 1962 NCC and its supporters have protected 14 million hectares (more than 35 million acres) of ecologically significant land across Canada. NCC takes a collaborative, science-based approach to achieve conservation success for the sake of nature and Canadians. With a national office in Toronto and seven regional offices across the country, NCC delivers results you can walk on.*Purpose & General Description*This dynamic, fast-growing organization is currently recruiting for a Team Lead, Supporter Services, based in our National office in Toronto. The position is full-time Monday to Friday, from 9 am to 5 pm, with a minimum of 3 days at the office.Reporting to the Senior Manager, Monthly Giving and Supporter Services, the incumbent will be part of the National Marketing & Development team. You are a coach who loves donors and wants to share the passion and importance of land conservation In this role, you will be leading a team and ensuring that outstanding support to donors is provided.Duties & Responsibilities

• Oversee the day-to-day operations of Supporter Services and supervise the team responding to donors’ requests
• Liaise with other department heads to solve donor issues
• Oversee the implementation of various processes related to symbolic giving campaigns, acquisition mailing, and other programs
• Oversee the onboarding of new Supporter Services team members and be responsible for training the team on all processes related to Supporter Services core functions
• Update existing Supporter Services procedures and processes and propose new ones to improve the donor experience
• Ensure all outbound communication response templates are kept up to date and accessible
• Report regularly to the Senior Manager, Monthly Giving and Supporter Services, on the teams performance and other set metrics
• In collaboration with other teams, build and manage the annual receipting schedule for monthly donors
• Provide general frontline support for donors, through phone, email and mail and ensure that the Supporter Services team is providing outstanding support to donors
• Process donations, receive updates on monthly gift payment information, follow up on financial transaction and means of payment with donors and collaborate with the Finance team to ensure the new information is entered in the system and acted upon
• Update donor information (not-financial) within Raisers Edge and other tracking systems in a timely manner
• Support symbolic giving campaigns, tributes program, acquisition mailing and other campaigns
• Prepare welcome letters for monthly donors and other letters related to their transactions, and oversee their production with vendors
• Proactively provide feedback to the Senior Manager, Monthly Giving and Supporter Services to initiate new projects to improve the donors experience and customer service levels, and to the Marketing team to shape outbound campaigns (mail, telemarketing)
• Provide support to the Marketing and Development team, and in particular to the Senior Manager, Monthly Giving and Supporter Services, as required.

Skills & Abilities

• Fluent in English and in French
• Commitment to NCC’s cause, core values and to our donors
• High school diploma or university degree
• 3 years experience in a customer support or customer representative position
• 1 year managing at least one direct report
• Strong understanding of team building and ability to foster credibility as a leader
• Strong critical thinking
• Demonstrated ability to take initiative and follow through on projects
• Experience in training staff
• Ability to work in a fast-paced environment throughout the year and in particular, during our direct marketing campaigns
• Highly organized with strong time management skills
• Accurate and efficient data entry skills
• Strong attention to detail
• Excellent written and verbal communication skills
• Strong interpersonal skills and effective phone manner
• Experience in Raiser’s Edge and/or Luminate Online is an asset
• Experience in a non-profit organization is an asset

How to ApplyNCC is an equal opportunity employer. If you are interested in joining our team, please submit your cover letter, resume and salary expectations through our Career Centre by October 1, 2021, 11:59pm EST.NCC welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.We value and incorporate diverse traditions, heritage, knowledge and experiences in our mission and in our workplaces. We celebrate the full participation of people from all walks of life as we work towards common goals. We strive for a conservation movement in which equity, diversity and inclusion are the norm. This is our continuous commitment: to promote healthy people, healthy communities and a healthy planet for everyone.Please note that in-person office attendance, carpooling with co-workers to NCC properties or events, and in-person attendance at any indoor events are currently restricted to staff who are fully vaccinated against the COVID-19 virus. Accordingly, if you are required to participate in any of these activities as part of your job the expectation is that you must be fully vaccinated. Fully vaccinated means you have received two doses of the Pfizer, Astra Zeneca or Moderna vaccine or combination of, and have received the second dose at least two weeks prior to your start date or you have received one dose of the Johnson & Johnson vaccine at least two weeks prior to your start date.Job Type: Full-timeQuick Apply

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