Donor Relations Associate

Action Against Hunger is a global leader creating a future where every life is well nourished. We innovate to prevent malnutrition and respond to hunger hotspots, working in 59 countries and reaching more than 21 million people each year. Together, we are promoting resilience and working to end hunger for everyone, for good. Action Against Hunger USA is part of the Action Against Hunger International network. As an independent NGO, Action Against Hunger USA currently manages operations in eight countries: Kenya, South Sudan, Somalia, Tanzania, Uganda, Ethiopia, Zambia, and Haiti. I. Job SummaryThe Donor Relations Associate will sit on the Donor Marketing team which acquires and retains donors giving <= $9,999. The role provides donor care to Action Against Hunger supporters to answer questions and resolve issues, facilitate lapsed donor campaigns to re-engage inactive groups, and coordinate with vendors on donor acknowledgement projects. This is an ideal position for a candidate who wants to connect with and support people who care about our mission and grow their own career in the individual giving space. Action Against Hunger currently has a hybrid work policy that requires at least three days in the office per week and proof of COVID-19 vaccination. The organization has offices in New York City and Washington, DC. Purpose: The Donor Relations Associate will provide first line donor care to one-time, mid-level, and monthly donors, peer-to-peer fundraisers, as well as prospective supporters, ensuring timely, accurate, and thoughtful responses across all donor touchpoints. In addition, the role will support the configuration and continuous improvement of donor care systems. This will include helping to set up and optimize platforms such as Salesforce Service Cloud or Zendesk and contributing to the automation of routine donor responses while maintaining a high-quality, donor-centered experience. Engagement: The Donor Relations Associate will engage with donors, fielding questions and concerns. While providing high-quality, hands-on donor care via phone, email, and mail, the role will also support the implementation and optimization of donor care systems and assist in automating routine responses to improve efficiency and consistency. The Associate will report to the Director of Donor Marketing and work closely with the Donor Retention Officer, Fundraising Systems team, and the wider External Relations team. This role will also serve as the day-to-day liaison with fulfillment and caging vendors to ensure acknowledgements, tax receipts, and communications are accurate and timely. Delivery: The Donor Relations Associate will collaborate with the Donor Retention Officer to support conversion, upgrade, and lapsed donor campaigns, ensuring all donor interactions are consistent with Action Against Hunger's stewardship standards and high-quality service expectations. II. Essential Job DutiesFrontline Donor CareServe as first point of contact for donors Handle calls and emails from existing and prospective donors within 24 hours of receipt. In periods of elevated workload, the response time may extend to no more than 48 hours. Provide high quality donor care to fulfill requests, provide information, assist and/or solve donor-related problems Forward/escalate donor or fundraiser inquiries to the appropriate gift officer, as needed Support the Digital Marketing Officer, Influencers position in providing donor care to fundraisers and content creators. Monthly Donor Relationship ManagementRespond to all questions and information requests from donors in the monthly program Complete all support requests for setting up, cancelling, and updating monthly gifts via phone and email Assist with gift processing and record updates related to monthly donor upgrade and renewal appeals Assist in the delivery of activities for monthly donor appreciation and engagement, including but not limited to new monthly donor welcome mailings, broadcast voicemails, and virtual event invitations Assist the Donor Retention Officer in the implementing of a lapsing monthly donor reactivation strategy Gift Acknowledgement & Stewardship ActivitiesManage the gift acknowledgement process with vendor Support batch thank you process for specific segments e.g., mid-level supporters and monthly donors Regularly review and edit letter copy for gift acknowledgment templates In coordination with the Donor Retention Officer, assist with annual donor appreciation and stewardship touchpoints including annual holiday card summary tax receipts and Donor Appreciation Week Support the automation of acknowledgements and routine donor communications Systems, Automation and Administrative SupportAssist with the setup, configuration, and optimization of donor care platforms e.g. Salesforce Service Cloud, Zendesk or other platforms Help design and implement automated donor care workflows to improve efficiency while maintaining a high-quality, personalized donor experience Provide administrative support as needed, e.g., scheduling, capturing meeting notes, processing invoices, and refunds Collaborate with internal teams and vendors to ensure accurate data entry, reporting, and smooth operation of donor systems Other duties as requiredIII. Supervisory ResponsibilitiesNone V. Physical DemandsWhile performing the duties of this job, the employee is required to sit for long periods and to concentrate on work, including typing, and turn out heavy volumes of work accurately, within short time frames under stressful situations in the context of a moderately noisy office with interruptions. To travel to the field, the employee must attest to a level of physical fitness capable of enduring physically difficult, highly stressful situations which may include the necessity to walk long distances, to eat a limited diet and/or to reside in potentially uncomfortable housing or tents. 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. VI. Working Conditions, Travel and EnvironmentThe duties of the job require regular job attendance at least five days per week. Must be available to work outside normal office hours or on the weekends as required by contact with the missions, mission security, or other obligations. Must be able to travel as required for standard domestic and international business travel as well as to the missions if appropriate. While visiting the field, the employee may be exposed to precarious settings under high security risks and/or very basic living conditions and outside weather conditions, as well is to infectious diseases. VII. Gender Equality Commitments & Zero Tolerance to AbuseFoster an environment that reinforces values of people of all genders equal access to information. Provide a work environment where people of all genders must be evaluated and promoted based on their skills and performance. Promote a safe, secure, and respectful environment for all stakeholders, particularly for children, beneficiaries, and members of staff. Help to prevent any type of abuse including workplace harassment and sexual abuse and exploitation. Respect beneficiaries' women, men, children (boys and girls) regardless of gender, sex orientation, disability, religion, race, color, ancestry, national origin, age, or marital status. Value and respect all cultures. VIII. Required QualificationsBachelor's Degree IX. Required Skills & ExperienceTwo plus years of progressive experience in a customer service or donor relations role; nonprofit experience preferred Proficiency in the Microsoft Office Suite Experience working with CRM systems such as Raiser's Edge or Salesforce, as well as digital fundraising platforms (e.g., Funraise, Classy) Familiarity with customer service platforms such as Salesforce Service Cloud or Zendesk is an asset Strong critical thinking skills with the ability to work independently and exercise sound judgment Proven ability to manage multiple priorities simultaneously and effectively prioritize workload Comfortable engaging with donors by phone, including expressing appreciation and encouraging supporter actions Proactive, results-oriented, and highly motivated Exceptional attention to detail Adaptable and flexible within a dynamic, growing team environment Excellent written and verbal communication skills in English Demonstrated commitment to and passion for Action Against Hunger's mission All candidates should apply online at Against Hunger-USA provides all staff with an attractive salary & benefits package. We provide equal employment opportunities (EEO) to all employees & qualified applicants for employment without regard to race, color, religion, gender, ancestry, sexual orientation, national origin, age, handicap, disability, marital status, or status as a veteran. Action Against Hunger-USA complies with all applicable laws governing nondiscrimination in employment.