Director of Member Engagement

JOB SUMMARY

The Director of Member Engagement is the bridge between our annual giving fundraising efforts and the stewardship of our donors. This position has the primary responsibility for supporting our fundraising goals of the Annual Giving Department through the development and maintenance of an overall membership stewardship plan.

The Annual Giving Department has an ambitious sustainer growth program, and the Director of Member Engagement is responsible for the “back office” work to support the growth of this critical donor segment. This includes delivery of their sustainer member benefits, ad hoc sustainer reporting, monitoring of sustainer file size, sustainer credit card renewals and recapture strategies, and serves as the main contact for these donors.

DUTIES

• Assures that exceptional stewardship is provided by the National Trust for all donors who are not individually managed by individual gift officers. Acts as the organization’s architect and advocate for member benefits across the spectrum of giving levels.
• Works with the Annual Giving team to meet organizational goals including timely and relevant response to member requests and general audience inquiries.
• Works closely with the Development Services team to assure consistent data hygiene of donor records, accurate gift entry coding, and vendor data uploads. Serves as the primary liaison between the Annual Giving team and the CRM.
• Supervises the inbound call center for member support, monitors calls to ensure accuracy, supports call center with updated training on National Trust initiatives and projects, and promotes fundraising opportunities on inbound calls (upgrades, conversion to monthly donors, renewals, etc.).
• Utilizes CRM to provide regular reports including member reports, sustainer cash flow and counts to ensure we are on course to meet our ambitious sustainer goals.
• Acts as liaison between content producers and our fundraising team (both internal and external).
• Directs the operations of the monthly donor program that includes acknowledgements, development and fulfillment of specific sustainer benefits, recapturing expired or declined credit cards, and messaging to lapsed sustainers to sustain this important program in support of our revenue goals. Compiles copy for the quarterly sustainer e-newsletter.
• Contact in Annual Giving for the ordering and maintenance of inventory for all premium items (i.e. tote bags).
• Partners with the other Marketing, Development and Program staff to ensure that our donor stewardship is consistent with the organization’s preservation and messaging goals.
• Supports our Member Services staff for navigating complex donor services issues, coaching our inbound call center, and providing coverage during out of office periods or high peak times.
• Creates budget related to member service expenses. Monitors and reports on budget variances.
• Manage member and donor acknowledgements for all gifts under $1,000. Maintains inventory. Ensures timely copy updates. Explores opportunities to streamline process and reduce costs. Responsible for relationship and contract with fulfillment vendor.
• Builds strong relationship with Marketing staff to understand, confirm, and optimize general emails sent to our members with the overarching goal of prioritizing member stewardship.
• Works closely with National Trust stewardship sites to provide updates on our fundraising efforts, works to increase visitation, and supports historic site membership growth.
• Supervises the Member Services Specialist.

PAY & BENEFITS

This is a full-time, exempt level position, eligible for full benefits, including health, dental and life insurance, retirement benefits, and 3+ weeks of vacation, plus sick time and holidays.

Hiring Range: $90,000 – 95,000 per year