Sr. Coordinator, Donor Services

Who We Are

International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our team of over 1,200 professionals are at work worldwide in over 30 offices. Together we are on a mission to rescue millions, protect half a billion, and make justice unstoppable.

We are a global community that cares for one another. We believe that the way we work is as important as the results we achieve. We provide professional excellence with joy and celebration to all those we serve. 

The Need

For over 25 years, IJM has pioneered the work to protect vulnerable people from violence. 9 out of 9 times in the last decade, IJM’s Justice System Strengthening Projects have reduced slavery and violence between 50 and 85% for very large populations of people in poverty. As we grow to expand our impact to protect 500 million people from violence, we are seeking a Sr. Coordinator, Donor Services.

Working closely with the Mass Partnerships and Donor Services team, the Sr. Coordinator, Donor Services leads all tactics related to IJM’s donor services processes and escalations, ensuring optimal donor experience across the donor pipeline.

This position is hybrid (onsite Tuesdays & Thursdays) if located in the Washington, DC area or remote for non-local candidates. It reports to the Sr. Director, Mass Partnerships and Donor Services and is only available for candidates with the right to work in the US.

Key Result Areas:

The success of this role is measured by the following KRAs:

• Industry leading donor services vendor management and operational execution.

• Industry leading donor stewardship and engagement.

• Growth of donor satisfaction.

• Growth of  donor revenue across audiences related to cultivated and retained donors.

• Agile and effective cross-functional execution with broader US team.

Responsibilities:

Donor Services Program Operations Management & Implementation

• Manage daily flow of donor escalations from vendor agency partner, ensuring prompt follow-up and fulfillment of donor requests.

• Provide technical training to donor services vendor on all topics related to operating within IJM’s systems and processes.

• Process sustainer giving upgrades throughout calendar year and with heightened focus during strategic upgrade campaigns.

• Lead the build out and maintenance of a donor services vendor reporting suite, enabling program leadership to glean insights into key performance indicators.

• Receive and review donor services vendor weekly newsletter with trends and donor voice insights.

• Oversee quality monitoring activities for donor services agents and overall donor services program.

• Partner with Gift Processing team to develop and administer donor services business rules.

• Partner across audience teams to provide donor services operational support and consultation.

• Provide planning recommendations and accommodations to peak season adjusted vendor support hours.

Documentation, Reporting & Data Management

• Provide best practices in donor portfolio data management and Salesforce support.

• Serve as immediate point of contact for all MLO and MLR Salesforce administrative support.

• Partner with Coordinator, Integrated Fundraising to upload mailed and digitally-submitted donor survey results to donor records in Salesforce.

• Monitor various financial reports, including significant gifts and accessing check images.

• Support Midlevel portfolio data health through regular data entry and clean-up.

Networking & Partnership

• Develop collaborative cross-functional relationships critical to position.

• Develop and maintain network of nonprofit leadership alliances within the development and donor services space to remain current about trends and best practices.

• Seek out and participate in industry educational opportunities.

General Tasks

• Participate in IJM’s community of spiritual formation.

Qualifications:

Education & Experience

• Bachelor’s degree required.

• 5+ years of proven experience delivering results in fast-paced, multi-disciplinary environment.

• Proven track record of effectiveness as collaborator on cross-functional teams.

• Superior donor service skills particularly via written communication.

Technical Competencies

• Experience with customer care and donor services.

• Experience with donor cultivation, project management and reporting.

• Salesforce Experience a plus.

Non-Technical Competencies

• Strong donor cultivation and interpersonal skills.

• Self-motivated, organized and disciplined to work independently.

• Excellent attention to detail.

• Collaborative.

• Servant leader.

• High EQ and CQ.

• Globally minded.

• Innovative.

• Entrepreneurial/Resourceful.

• Decisive.

• Change Orientation.

Critical Qualities:

• Eager commitment to IJM's Core Values: Christian, Professional and Bridge-Building;

• Self-starter with strong initiative; 

• Disciplined with priorities;

• Strong interpersonal skills and self-awareness;

• Exceptional verbal and written communication;

• Flexible, collaborative and eager to support others;

• Effective team player who fosters collaborative environment; and

• Adept at creative problem solving.

Application Process:

Upload Resume, Cover Letter & Statement of Faith* in one PDF document.

*What is a statement of faith?
A statement of faith should describe your Christian faith and how you see it as relevant to your involvement with IJM. The statement can either be incorporated into the cover letter or submitted as a separate document and should include, at a minimum, a description of your spiritual disciplines (prayer, study, etc.) and your current fellowship or place of worship.

What does IJM have to offer?

• Comprehensive Medical/Dental/Vision benefits

• Monthly commuter and parking benefits in the DC metro area

• Retirement benefit options

• Paid leave starting at 23 days

• 12 holidays (plus early release the day prior)

• Daily, quarterly, and annual community spiritual formation

• Robust staff care resources

IJM holds strict safeguarding principles and a zero tolerance to violations of the Safeguarding Policy, Protection against Sexual Exploitation, Abuse and Harassment Policy, and Code of Ethics. Candidate selection is based on technical competence, recruitment, selection and hiring criteria subject to assessing the candidate’s value congruence and thorough background, police clearance, and reference check processes.

At IJM, we’re committed to building a diverse workforce through fair and equitable employment practices. IJM encourages people of any race, color, age, sex, marital status or political ideology to apply for employment. While we welcome everyone into this work, we truly believe that the work we are doing is God’s work, not our own, and practice spiritual disciplines together daily. That’s why we legally require under SEC. 2000e-1 [Section702] of Title VII of the Civil Rights Act of 1964 that all employees practice a mature orthodox Christian faith, as defined by the Apostles’ Creed.

IJM requires a background check, police clearance and thorough review of references with an employment offer and/or employment contract.

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