Manager, Engagement Center

Posting Details

Working Title: Manager, Engagement Center

Department: Annual Giving

Position Number: 30031300

Position Status: Regular

Work Schedule: Mon-Thurs 11:45 – 8:00, Friday 8:15 – 4:30, some weekends

Hours per Week: 37.5

Months per Year: 12

Purpose of Position

The Engagement Center Manager provides strategic leadership and daily management of the Engagement Center at Northern Kentucky University. This position oversees a team of student ambassadors responsible for delivering personalized, multi-channel outreach (phone, text, email, and video) to alumni and donors.

The Manager designs and implements a cadence-based engagement program aligned with the Annual Giving (AG) solicitation plan to optimize donor engagement, qualify prospects for major gift referral, increase donor retention, and upgrade annual donors—especially to the President’s Society level ($1,000+).

This role blends strategy, analytics, coaching, and content development to ensure outreach is meaningful, personalized, and results-driven.

Primary Responsibilities

Strategic Engagement & Annual Giving Alignment:

• Lead the design and execution of individualized engagement strategies that align constituent passions with university priorities.
• Develop and manage student ambassadors in strategic outreach cadence that aligns with the overall Annual Giving solicitation calendar.
• Collaborate closely with the Annual Giving team to ensure engagement center activity supports institutional fundraising goals.

Multi-Channel Outreach Management:

• Develop calling, texting, email, and video scripts aligned with campaign messaging and annual giving priorities.
• Ensure all outreach reflects best practices in personalization, compliance, and donor stewardship.

Other:

• Data, Reporting & KPI Management – Establish, monitor, and report KPIs related to engagement rates, contact rates, donor retention, upgrades, referrals, and revenue.
• Crowdfunding/Impact Initiatives – Support project planning and execution.
• Assist with creation, management, and optimization of giving pages and engagement tools.

Qualifications

• Bachelor’s Degree and three (3) years – sales, marketing or communications experience.
• Minimum of three (3) years related management experience.
• Excellent written and verbal communication
• Good customer service
• Fundraising and Donor Management
• Good understanding of Microsoft Office package, Raisers Edge, SAP, Excel
• Knowledge of online giving, giving day, call center, and text software/platforms is a plus.