Job Details
Skills And Tools:
Job Description
To lead and supervise the Fundraising Contact Center team in achieving fundraising targets,
enhancing donor retention, and improving donor experience through effective team
management, performance monitoring, data analysis, and continuous process improvement.
The role is responsible for overseeing financial donations, post-donation engagement, and in-
kind donation activities while ensuring operational excellence and the achievement of Mersal
Foundation's fundraising objectives.
Job Requirements
Lead, coach, and supervise Fundraising Agents and Senior Fundraising Agents to ensure achievement of
individual and team objectives.
Monitor daily fundraising activities and ensure adherence to operational standards and service levels.
Analyze fundraising performance data and identify trends, opportunities, and areas for improvement.
Prepare and present daily, weekly, and monthly performance reports and dashboards.
Monitor key performance indicators (KPIs), including conversion rates, donor retention rates, productivity,
and fundraising revenue.
Ensure accurate and timely updating of donor information and activities within the CRM system.
Manage and oversee financial donation campaigns to achieve fundraising targets.
Supervise post-donation follow-up activities to strengthen donor engagement and retention.
Evaluate donor experience and implement initiatives to improve donor satisfaction and loyalty.
Oversee in-kind donation operations and coordinate with relevant departments to ensure successful
fulfillment.
Conduct regular performance reviews, coaching sessions, and development plans for team members.
Monitor call quality and ensure compliance with fundraising policies, procedures, and quality standards.
Collaborate with Finance, Marketing, Programs, and Operations teams to support fundraising objectives.
Identify process improvement opportunities and implement corrective actions based on performance
analysis.
Develop and maintain performance dashboards and management reports to support data-driven decision-
making.
Handle escalated donor complaints and ensure timely resolution of issues.
Support recruitment, onboarding, training, and development of fundraising team members.
Ensure confidentiality, accuracy, and integrity of donor data and fundraising records.
Drive continuous improvement initiatives to enhance fundraising effectiveness, operational efficiency, and
donor retention.
