Posted On: 2017-08-01
Closing On: 2017-08-14
Location: Toronto, ON
Effective: October 2017
Employment Type: Full-Time
Level: Management
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Job Description

The Manager, Donor Services is responsible for overseeing and contributing to the successful operations of the Donor Services Team to ensure a best in class donor experience.  The Manager will be responsible for the ongoing development and management of the team that will support and drive the strategic direction of Donor Services. The Manager will support the day to day operation of the team and implement new processes and tools, while ensuring the team delivers on all key performance indicators. The Manager will report to the Associate Director, Donor Services.

Specific duties include:

  • Oversee the day to day inbound and outbound activities of the Donor Service Team
  • Monitor, coach, train and provide feedback to the team to ensure all key performance indicators are met and/or exceeded (service levels, retention, quality, revenue targets)
  • Manage the daily duties of the Vendor and recommend ways to gain efficiencies
  • In collaboration with the Associate Director and team, create/design new efficient reporting mechanisms to aid with team tracking and to measure donor satisfaction
  • Provide support and regular feedback to the leadership team on Direct and Digital Marketing campaign trends and make recommendations that align with campaign goals from a donor service perspective
  • Lead monthly vendor calibration monitoring sessions and support training needs
  • Manage complex donor needs and escalation of donor complaints from the donor service team and vendor as needed
  • Recommend and create new ways to enhance the donor experience utilizing industry best practices
  • Ensure donor service tools are optimized and running effectively
  • Foster cooperative relations with internal teams & external partners
  • Participate on cross-functional project as  assigned

The successful applicant must possess the following: 

  • A university degree or community college diploma
  • 5-7 years’ experience in managing a customer service team with sales and retention targets combined with a strong understanding of all aspects related to a contact centre operations and CRM platforms
  • Proven results in achieving revenue generation and key performance indicators including retention targets
  • Demonstrated leadership skills
  • Ability to think strategically and work independently in driving process improvements
  • Strong negotiation, persuasion and influence skills
  • Excellent analytic and problem solving skills
  • Advanced oral and written communication skills with the ability to respond to donor inquiries via telephone as well as email in a professional and efficient manner
  • Experience working with vendors/partners
  • Superior interpersonal skills
  • Well-developed presentation skills
  • Knowledge or experience with Not-for-Profit environment an asset
  • Ability to adhere to the organizational values of integrity, collaboration, excellence and innovation

Established in 1972, SickKids Foundation raises funds on behalf of The Hospital for Sick Children (SickKids) and is the largest charitable funder of child health research, learning and care in Canada. Philanthropy is a critical source of funding for SickKids – one of the world’s foremost paediatric health-care institutions. Thanks to the generosity of the community, and as a result of a record-breaking year in fundraising, SickKids Foundation generated an unprecedented $141 million for the fiscal year ending March 31, 2017. For more information, please visit

As a national charity, SickKids Foundation not only invests in the important work taking place at SickKids, it also invests in international initiatives to benefit children in Canada and around the world. This commitment is true to the spirit of the Foundation’s founders, who articulated a vision for the Foundation that went well beyond the hospital walls 45 years ago.

Together we will change the future of children’s health.

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