Title: Senior Manager, CX Donor Stewardship

Employee Working Location:  Remote/ Virtual (Canada)

Employment status: Permanent Full Time

Salary band: $72,186- $105,272/ year

 

The Canadian Red Cross (CRC) – one of the most inspirational not-for-profit organizations on this planet and an awardee on the Forbes list of Canada’s Best Employers 2022 – is seeking a Senior Manager, CX Donor Stewardship to join its team.

We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.

Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.

The incumbent will support the formation and implementation of the mass stewardship plans and strategies, designed to deliver best-in-class donor experience. Using data driven strategies, the Senior Manager will establish benchmarks and targets designed to track the impact of CRC stewardship.

The incumbent will be joining a team focused on excellence and surpassing targets, with significant opportunity to lead on change and drive impact. Ideal for a marketing professional with a strong mass marketing and fundraising background who enjoys leading and working as part of a cross-functional team, the incumbent will thrive in a multi-faceted, results-oriented, and dynamic environment.

 

In this role, you will: 

Strategy

• Lead development of CRC’s mass marketing stewardship strategy, developing stewardship best-practices to drive retention across the segments and channels with an early focus on emergency appeal donors
• Ensure all mass channel stewardship is planned as part of the integrated marketing strategy
• Work with team members to embed stewardship as part of key donor journeys, ensure tracking is in place for cohorts of emergency appeal donors to optimize retention and conversion
• Work in partnership with colleagues to implement donor satisfaction surveys regularly and ensure the results inform strategy
• Design strategies to pilot and scale stewardship opportunities using best practices
• Monitor external markets and continually assesses cross-industry best practices and new stewardship innovation strategies
• Feed into the Operational Plan, budget and forecasts according to the annual planning and monitoring cadence

Monitoring

• Working closely with Integrated Marketing colleagues on data strategies, ensure all stewardship initiatives are tracked within CRM and Donor Journey tools
• Develop and maintain a monitoring and reporting framework for stewardship activity and associated KPIs that show the performance of the strategy
• Report back on success of the stewardship and implement plans to optimize efforts
• Provide quarterly analysis and commentary on donor stewardship including reporting on satisfaction scores
• Balance stewardship expense with life-time value as appropriate to ensure all activity is driven by maximizing longer term income

Creative Development

• Ensure that stewardship activity is accurately represented in the Digital & Direct Marketing fundraising and stewardship calendar, identify new opportunities to expand reach
• Work with a variety of media to support the donor life cycle for all emergency appeals, mass segments and marketing campaigns
• Lead the development of stewardship collateral based on the established strategy and plan
• Work with the internal creative services team on stewardship collateral development – from brief development to execution
• Partner with communications, and other teams to ensure integration and inclusion of stewardship communications across properties, i.e. social media, print media

Leadership

• Oversee and manage one direct report workflow and performance management through coaching, mentoring, and training
• Play an active role in preparing the Society for fundraising during emergencies in Canada and around the world

 

What we are looking for: 

• Post-secondary education or equivalent combination of education and experience in relevant field
• Demonstrated previous experience developing comprehensive strategic stewardship programs in not-for-profit setting for a minimum of 5 years
• Bilingual (English / French) is an asset
• Management experience with the ability to coach, mentor and develop a team, and provide timely feedback
• Working knowledge of CRM (Blackbaud) is an asset
• Track record of success in conceptualizing and implementing innovative fundraising and/or stewardship strategies and campaigns, including digital programs
• Experience working across a variety of channels, both online and offline
• A team player who values an environment of open communication and collaboration
• Good understanding of donor metrics, data and KPIs
• Driven and proactive with a solutions-based attitude
• Innovative thinker with ability to identify what will engage and motivate supporters
• Ability to maintain trusted, effective working relationships with fellow marketing leads within a national organization with a matrix-management culture
• Proven ability to lead by influence and collaborate effectively to drive performance and results
• Exceptional organizational, project management, presentation and analytical skills
• Superior organizational, project management and resource management skills
• Exceptional interpersonal skills; able to work well with all levels of staff
• Self-motivated with sound judgement and ethical decision-making skills

 

Working conditions:  

• Occasionally required to work non-traditional hours to meet travel and other commitments and during times of a disaster response and/or appeal.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
• At this time, the CRC has temporarily suspended our Covid-19 vaccination policy and does not require but continues to strongly encourage full vaccination of all our personnel.
• Full vaccination against COVID-19 is mandatory for this position and operation (the CRC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground).

 

Qualified applicants are encouraged to apply as soon as possible – those who apply after the selection process has started may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.

If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential.