Senior Annual Giving Coordinator

This position oversees the Engagement Center activities, including calling and texting, and is responsible for setting goals, developing strategy and collateral, managing operational logistics, analyzing performance metrics, and communicating with key stakeholders and leadership about the Engagement Center activities and performance. This position manages the Engagement Center student employees and runs the calling shifts. Calling shifts typically run from 1:00 pm until 6:00 pm, and some occasionally end at 9:00 pm.

The position also serves as the annual giving liaison for three to four assigned schools, colleges, and units. Communication is important to this role in crafting and producing solicitation messages, developing promotional and recognition opportunities, and responding to individual donor questions or concerns. This position primarily utilizes multiple communications channels to secure private gifts and engage large numbers of donors through specialized campaigns, including crowdfunding.

This position occasionally interacts with constituents through face-to-face solicitations, personalization of solicitation materials, attentive donor relations, and inclusion in exclusive events and opportunities.

Special Instructions to Applicants

This position is structured as a permanent position within the Division of Development & Alumni Relations. We are unable to sponsor a work visa for this position.

Additional Schedule Information

Standard schedule is 8:00am–5:00pm Monday through Friday, with three to four days per week from 9:00am-6:00pm during calling sessions. Must be willing and able to work evenings and weekends as necessary.

Minimum Qualifications

Bachelor’s degree in a related field or equivalent and 2 years of professional experience

Preferred Qualifications

At least three years of experience in higher education fundraising field, preferably annual giving
One year or more experience in higher education phone/digital solicitation management or call/engagement center supervisory experience
Experience training and coaching student interns or employees
Exhibits behavior that supports the mission, vision, and values of the University of Georgia

Knowledge, Skills, Abilities and/or Competencies

Self-starter, takes initiative, and can work independently as well as in a team environment
Exemplary communications skills (both written and verbal)
Organizational skills
Demonstrates a commitment to outstanding customer service
Advanced computer skills in comparing data and logic
Ability to synthesize data and provide recommendations based on data analysis
Ability to learn new media proficiencies as technology advancements are coupled with phone/digital marketing strategies
Experience in training and coaching in phone/digital solicitation fundraising environments
Knowledge of annual giving best practices
Knowledge of Word, Excel, database management, and email skills
Communicates and employs interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct

Additional Division Requirement(s):

Through open, honest, and respectful communication, all staff, supervisors, and colleagues of the Division of Development & Alumni Relations are expected to interact with fairness, compassion, and decency. All employees will be held accountable for meeting the expectation of promoting a stable, productive, and healthy work environment.
Adherence to CASE standards and commonly accepted industry standards relating to fundraising reporting is expected of all fundraisers. All fundraisers will be held accountable for meeting this expectation.

Physical Demands

Work in a standard office environment
Travel in and out of state as necessary
Work evenings and weekends as necessary
Sit and work at a computer workstation for extended periods of time
Work using electronic mail, telephone, face-to-face discussions, and paper form correspondence
Communicate effectively in writing, speaking, and listening
Organize and establish priorities; remember details; multitask
Lift and/or move up to 30 pounds
Walk, stand, stoop, lift, kneel, climb

Duties/Responsibilities

(50%) Oversee the Engagement Center Staffing, the strategic plan, and analyze key performance metrics.

Create overall Engagement Center goals and objectives based on historical data and analysis.
Serve as the primary contact and relationship manager with the Engagement Center platform vendor.
Serve as the point person for the Engagement Center within the Division of Development and Alumni Relations (DAR), including communicating with internal stakeholders on a frequent basis, developing reporting for leadership, and presenting information on available services.
Work closely with the Senior Director of Annual Giving to ensure the Engagement Center is running smoothly and review daily/weekly/monthly/quarterly reports to ensure best practices are utilized and adjust as needed to optimize performance and desired outcomes.
Oversee data processes for the Engagement Center and ensure that all data is delivered accurately in a timely manner. Troubleshoot any data issues with the Engagement Center platform vendor and internal partners as needed.
Work with the offices of Advancement IT, UGA Foundation Gift Accounting, and other internal partners as needed to ensure that phonathon pledges and gifts are booked properly in the Giving and Alumni Information Link (GAIL) database.
In partnership with the annual giving liaisons, plan and oversee the annual Engagement Center strategy for each school, college, and unit, including creating the calling pools and segmentation plans, ensuring the marketing effort is created properly in GAIL, reviewing creative materials (i.e., emails, caller reference sheets, etc.), and interfacing with the Engagement Center staff to ensure the strategy is implemented properly.
Coordinate any necessary follow-up communications and tasks generated from daily calling shifts.
In partnership with central annual giving, schools, colleges, and units, and DARCOMM, assist with the creation and editing of creatives for the engagement center, including reference sheets, pledge fulfillment design and messaging, text messages, and ad hoc emails.
Manage pledge reminder cadence of email, text, and direct mail reminders for open phone pledges.
Manage hiring, training, and shift schedules for Engagement Center student assistants.

(35%) Manage a portfolio of 3-4 school, college, and unit annual giving partnerships.

Plan and implement multi-channel annual giving strategies for assigned schools, colleges, and units, including direct mail, email, digital, phone, texting, etc.
Coordinate special giving campaigns for assigned schools, colleges, and units.
Advise school, college, and unit development staff on annual giving best practices and coordinate school, college, and unit involvement with central annual giving initiatives.
Analyze key performance metrics for annual and special giving campaigns and provide reports to school, college, and unit liaisons.

(10%) Plan and implement text message campaigns

Plan and execute central and unit-based text message campaigns as they arise during the year, including partnering with the central annual giving team to coordinate with schools, colleges, and units, and with Advancement IT to create proper queries and selections.
Serve as primary relationship manager with the texting platform vendor.
Analyze and provide reporting on the performance of each text message campaign.

(5%) Other duties assigned to include, but not limited to:

Respond to donor questions and concerns from phone, email, and direct mail efforts.