Vice President of Fundraising Technology and Operations

Location: Headquarters, Washington, DC
Department: Finance, Administration, and Operations Department
Supervisor: Chief Financial Officer

BASIC SUMMARY:

The Vice President of Fundraising Technology and Operations is responsible for accurate and efficient flow of data and processes that are critical to Defenders’ integrated multi-channel marketing and fundraising activities. S/he assesses system needs, manages change, designs processes to ensure support for all fundraising/marketing initiatives, and evaluates processes to ensure continued improvement. Key responsibilities and oversight include: donor database(s), technologies used for marketing implementation, data management and processing, fundraising file segmentations, revenue processing, financial reconciliation between Finance and all databases, data entry, reporting and analytics, constituent care and fulfillment, data integration across various platforms, and backend systems integration. The Fundraising Technology and Operations unit is designed to create a scalable platform and efficient processes to support Defenders’ Marketing and Development strategies, goals, and future growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Leadership Responsibilities

In coordination with other senior staff, assume a leadership role in ensuring the seamless operation of marketing and fundraising systems across the organization by collaborating with cross-functional teams and senior staff.
Identify, recommend, and implement process improvements as needed to ensure Defenders’ strategies and goals met, especially as they relate to Marketing and Development.

Data and Systems Management

Manage staff responsible for compilation and execution of comprehensive data hygiene protocols in all systems and databases.
Ensure standardized, normalized and documented data integration plans. Audit regularly to confirm accuracy of execution as well as adequacy of information to support Marketing and Development strategies.
Manage relationships with service providers, programmers, e-commerce providers, and digital partners as they affect data flow and integrity.
Design and implement data structures, new codes and data flows to supply logical and consistent data points for easy and accurate reporting/segmentation.
Conduct data fixes on all systems to ensure consistency and accuracy of data.
Perform data overlays and clean-ups to append additional information/logic to all databases to meet Marketing and Development needs.
Provide in-house data entry point person responsible for all Marketing units’ data entry needs. Ensure that data entry to all database systems is standardized and that the team creates documentation, trains external partners, and audits their accuracy of data entry.
Oversee and ensure the accuracy of data mapping, performance and future growth of the data sync.

File Segmentation, Reporting and Analytics

Manage staff responsible for execution of all file production. Ensure timely and accurate data files, documented segmentation logic, and sufficient redundancy pertaining to all Database Systems.
Manage staff responsible for creating target groups in the digital database, accuracy and efficiency of email campaign designs and digital segmentations.
Manage the third party analytics vendor and the online reporting center (OCR). Ensure accuracy of reports on the OCR. This includes auditing the data mapping.
Design a suitable and sustainable reporting/analytics structure/platform for Defenders’ long term use.
Design a scalable reporting unit able to grow with new technologies such as use of Google analytics to measure web performance, social media/Twitter penetration, etc.
Meet all fundraising unit’s reporting/file segmentation needs.
Design and execute full circle process flow: reporting needs translate into data field population in database systems, data mapping is established, and reporting units are educated on new coding.

Customer Service and Fulfillment

Oversee customer service staff and all external vendors handling membership related functions. This includes inbound telemarketing, inquiries through the caging operation, inbound email communications, acknowledgement, and fulfillment of premiums.
Associate and manage revenue raised by the customer service vendor.
Measure and manage vendor’s key performance indicators.
Capture and communicate “donor’s voice” with the rest of the organization. Ensure timely communication and escalation of program issues causing donor dissatisfaction.
Expand customer care to encompass new communication means such as live chat, social media, etc.

Revenue Processing, Caging, and Financial Reconciliation

Manage staff responsible for timely and accurate processing of all revenue from all marketing sources.
Ensure effective management of caging vendor(s), audit their quality of work and timelines of gift processing/data entry.
Oversee timely reclass of revenue when needed to ensure compliance with Finance guidelines as well as providing accurate revenue information.
Manage financial report generation to ensure efficient revenue reconciliation between multiple database sources and finance.

Technology Integration and Implementation

Design and oversee implementation of a technology solution that supports both current Marketing and Development strategies and future technological advances.
Oversee timely and efficient landing form generation, website integration with other databases, API integrations, implementation of website search optimization techniques, and other technology-driven optimization.
Ensure scalability of technology.
Ensure up-to-date knowledge of marketing technology within the sector and ensure staff maintain knowledge of the latest fundraising technologies.
Assess Marketing and Development needs and recommend and implement fundamental system/database changes. Manage system and process changes to ensure successful transitions.
Utilize technology when applicable to optimize processes and reduce costs when possible.

User Support

Facilitate staff understanding of procedures and protocols for data use between systems and establish conventions of use by all classes of users. Manage training of staff on systems and tools, especially PIDI’s Direct Select. Interpret users’ needs and recommend solutions.
Develop strong knowledge of the PIDI and Convio platforms. This includes understanding new releases and assessing their impact on the data syncs between them, fundraising programs and activist recruitment/retention.

Staff and Process Management

Hire and oversee the Fundraising Technology and Operations team, assign and review projects, perform annual and interim staff reviews and other related administrative tasks.
Recommend, review and approve employment actions, including interviewing, hiring, promotions and raises. Partner with Human Resources in the handling of disciplinary issues.
Develop operating objectives and the department’s annual budget.
Ensure communication of duties and responsibilities to direct reports and monitor performance. Provide regular coaching and counseling. Identify training needs.
Develop short- and long-range operating objectives, organizational structure, and staffing requirements.
Ensure optimum performance of group function. Recommend and implement techniques to improve productivity, increase efficiencies, cut costs and maintain state-of-the-art practices.
Assist staff in managing competing priorities.
Perform all other related duties as assigned.

QUALIFICATIONS:

Education: Bachelor’s (B.A./B.S.) degree or equivalent in information systems, computer sciences, business, or related discipline.
Experience: 10+ years of progressively responsible database administration in a marketing or fundraising environment, preferably with large database systems. 5+ years of relevant management/supervisory experience.
An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
Other:
Strong analytical and project management skills
Excellent written and verbal communications skills
Exceptional attention to detail
Ability to work collaboratively with cross-functional teams
Ability to work in a fast-paced environment and the manage multiple tasks and priorities
Ability to create, manage, and document processes and procedures
Must demonstrate sound judgment and decision-making skills

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to use a computer and communicate with others while doing so.

WORK ENVIRONMENT:

General office working conditions, the noise level in the work environment is usually quiet.

HOW TO APPLY:

Interested applicants please reference Vice President of Fundraising Technology and Operations position in your subject line and submit a letter of interest, along with your resume and salary history (must be included to be considered) to us via e-mail at: HR@defenders.org [1]

COMMENTS:

All employees are required to satisfactorily perform the essential duties and responsibilities of their positions. The essential duties and responsibilities listed above are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.