Description
Job Summary:

The Manager of Donor Care (MDC) oversees the service and care of all Hope Media Group (HMG) donors through service of inbound donor inquiries, gift processing, data entry, and overflow call center management. The MDC leads, manages, and holds accountable Donor Care team members to grow and retain support of HMG’s mission and fundraising goals. This person supervises managing records, budgets, and inbound donor communications. The MDC is responsible for implementing all donor care aspects of support drives with the direction of the Director of Donor Communications and in partnership with the support drive planning team. The MDC is attentive to donor’s spiritual needs. The MDC prays with donors as needed.  Hope Media Group the home of KSBJ, WayFM, Vida Unida and NGEN radio. This position resides in Houston, TX. This role is onsite.

Essential Functions:

Leadership/Management:

• Lead, Manage and hold Accountable (LMA) Donor Care team
• Develop, train and guide teammates, development content creators and third-party providers in principles of Biblical Stewardship and best practices of donor care
• Helps Donor Care team to meet and exceed quarterly goals and metrics along with strategic one-year goals
• Creates, negotiates, and manages budget and goals for Donor Care efforts
• Reinforces HMG brand fluency among team members
• Recruits, trains, and onboards new Donor Care employees in coordination with HMG Human Resources
• Evaluates and assigns donors to team members for cultivation activities
• Creates continuous learning experiences for Donor Care Team
• Builds and maintains healthy workplace relationships with the team they lead and other HMG departments
• Monitors and adjusts team workload to maintain a healthy work/life balance
• Conducts employee reviews; deals with employee misconduct or other behavioral challenges
• Monitors and reports on segment metrics and goals
• Documents all key or multi-department processes
• Manage Day-to-Day operations of the Donor Care offices
• Manages key performance metrics as established for this position

Support Drive and Donor Care:

• Ensure excellent donor service and care by streamlining processes to meet donor needs
• Manage employee call center support chat and partners with Support
• Drive Experience Manager on call center management
• Manage talking points for the donor care team to use in response to crises, programming, HMG beliefs, etc.

Demonstrated Faith:

• Committed to a personal relationship with Jesus Christ, spiritually grounded and biblically literate
• Comfortable Praying for coworkers in team meetings, leading spoken prayer and participating in ministry prayer meetings and bible studies.
• Live by the Christian principles as defined by the ministry Statement of Faith
• Participate in support drives and pray for donors as needed
• Passion for leveraging media for evangelism and discipleship
• Exhibits strong moral character
• Active member of a Bible believing local church

Non-Essential Functions:

• Other responsibilities as assigned to support the mission of HMG

Requirements and Qualifications:

Education:

• Bachelor’s Degree or equivalent work history

Experience:

• 5+ years of relevant work experience required

Knowledge, Skills and Abilities:

• Proficiency in using Microsoft Word, Excel and Teams. Ability to be trained on Microsoft Dynamics, Virtuous and Raise Donors and other software applications.
• In-depth attention to detail regarding data entry and numerical accuracy, with a focus on data analysis and data integrity
• Able to prioritize and multitask within a fluctuating workload.
• High level of organization and time management in an environment with frequent interruptions
• Able to clearly communicate both verbally and in writing with constituents and corporate partners by telephone, e-mail, and in person
• Able to work with minimal supervision, both independently and within a team. Must demonstrate initiative
• May require flexibility in work schedules
• Heart for Christian ministry
• Strong moral character

Supervisory Responsibilities:

• Immediate supervision over a unit, section or department. Recommends candidates for hiring, termination; prepares and conducts performance appraisals and salary reviews and applies company policies.

Working Conditions and Environment:

Travel:

• Local travel as needed

Nights/Weekends/Holidays:

• Occasional during Support Drives Occasional for conferences or retreats.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical activity that includes sitting, talking, expressing/exchanging ideas verbally. Repetitive motions include reading, writing, typing on a keyboard and talking. Substantial movements (motions) of the wrists and hands. Occasional travel by car as required. Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work. The worker is required to have strong visual acuity.

Full-Time Benefits Offerings:

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Savings Accounts
• Short Term Disability/Long Term Disability
• EAP (Employee Assistance Program)
• Paid Time Off
• Service Days
• Paid Holidays
• 403B Retirement
• Group Life Insurance
• Legal Shield/Identity Theft Protection