About The Salvation Army

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Vision Statement

We are an innovative partner, mobilized to share hope wherever there is hardship, building communities that are just and know the love of Jesus.

Core Values

The Salvation Army Canada and Bermuda has four core values:

Hope: We give hope through the power of the gospel of Jesus Christ.

Service: We reach out to support others without discrimination.

Dignity: We respect and value each other, recognizing everyone's worth.

Stewardship: We responsibly manage the resources entrusted to us.

About the Position

The Donor Services Manager is responsible for a team of Donor Services professionals to ensure the highest standard of support and care to our donors as well as strategically managing and administering all aspects of donor services, including acknowledgements and receipting, monthly giving donation processing, and gift processing. Additionally, the Donor Services Manager will play a key role in training and developing the Donor Services team to ensure a consistent donor experience and donor service.

KEY RESPONSIBILITIES:

Donor Services Leadership

• Manage Donor Services staff related and supervise all donation processing.
• Oversee migration of data entry and receipting into Raiser's Edge NXT.
• Provide orientation and continued training for new Donor Services team members.
• Lead, plan and run regular webinars and meetings with the Donor Services team.
• Oversee monthly giving donation administration.
• Oversee donor record updates with monthly giving attributes, and ensure monthly EFT files are sent to the Finance Department on time.
• Oversee the monthly reconciliation in partnership with the Finance Department
• Communicates assigned objectives and priorities to the Donor Services team.
• Assign and supervise the work of the Donor Services team to ensure service levels are met.
• Manage the recruitment, orientation, day-to-day supervision, performance appraisal, and training of the Donor Services team.
• Manage the donor services response for national and international disaster services.
• Supervise Donor Services team including job expectations, performance reviews and metrics.
• Responsible for developing new policies/procedures/business rules for donation processing and customer service delivery.

National Donation Processing Centre and National Call Centre

• Provide support to the Director of Donor Services, as needed, in managing the National Donation Processing Centre and National Call Centre partnership with agency vendor. This includes assisting as needed in managing daily operations, and participating in weekly meetings to ensure service levels meet expectations.

Receipting

• Collaborate with Finance Department and Data team to ensure proper controls are in place related to donation receipting, and that receipts are issued in a timely and accurate manner.
• Manage the receipting and thank you letter process in Raiser's Edge NXT in partnership with the data team.

Administration

• Manage budget expectations and budget variance reporting.
• Lead contract renewals, search for new suppliers, and in the orientation of new suppliers as required.
• Manage processing of all unrestricted, restricted and disaster gifts ensuring the highest standards are met according to CRA, legal standards and Salvation Army policy.
• Work collaboratively to manage and ensure donor data is captured accurately in Raiser's Edge NXT
• Manage and implement all standards for donation processing, donor services and ensure the highest standard of donor-centered customer service delivery for the territory.
• Oversee and assist with duplicate receipt requests as needed.
• Other duties as assigned.

Working Conditions

• May require working after business hours and/or being on call as required for Emergency Disaster fundraising.
• Overtime can be expected for high volume times, disaster response and/or urgent issues needing immediate resolution in divisions.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Post-secondary degree or diploma in Business Administration or Fundraising, or equivalent experience.
• 5+ years of experience in donor services or customer service.
• Knowledge of fundraising and receipting requirements.
• Experience in building a team approach to problem solving.
• Experience managing budgets and working with vendors.

PREFERRED SKILLS/CAPABILITIES:

• Detail-oriented with strong organizational and planning skills.
• Ability to prioritize and manage multiple tasks and a variety of demands.
• Ability to prepare written reports and presentations.
• Ability and knowledge to ensure compliance with all policies, regulations, and laws.
• Strong focus on customer service, process evaluation and process improvement.
• Ability to lead projects to meet expected outcomes.
• Strong written and verbal communication skills.
• Thorough understanding of Blackbaud's Raiser's Edge NXT, or equivalent CRM.
• Comprehensive knowledge of Microsoft Office including Word, Excel, and PowerPoint.

Application Deadline: September 29, 2023

Compensation

The target hiring range for this position is $61,025 - $76,282 with the ability to progress to a maximum of $91,538. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

Other Details

The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.

We thank all applicants and will contact candidates selected for next steps. Internal Applicants, please speak with your manager about your intentions prior to submitting your application.