10 days old

Manager, Donor Experience and Engagement Marketing

Be The Match
Minneapolis, MN 55415
  • Job Code
    190000FA

BE THE MATCH OPERATING PHILOSOPHY:

Right now, people's lives depend upon our performance. Our leaders have ownership of their areas, the autonomy to determine the best path, and the responsibility to ethically deliver excellent results. Both team members and leaders exemplify our Be The Match Standards.

POSITION SUMMARY:

This individual will serve as subject matter expert, and key spokesperson, for the development and implementation of a robust donor engagement strategy and donor journey that will drive an enhanced end-to-end donor experience tailored towards ethnically diverse audiences. This role will lead a team of market researchers, CX designers and strategists along with registry engagement marketing personnel.

This role will be accountable for developing a recruitment program for people on the registry to recruit their friends and family. In addition, the role will partner with Donor Collection Services to develop strategies that reduce voluntary registry attrition while increasing ethnically diverse audience availability.

ACCOUNTABILITIES:




Operations Management and Performance:

  • Develops, implements and monitors process excellence and builds a continuous improvement culture by supporting department strategy, training, approved methodologies, customer feedback and employee ideation.
  • Develops future state process and goals that will improve the post-recruitment donor experience for all donor populations.
  • Develops robust donor registry member engagement and recruitment program
  • Monitors real time performance, adjusts off line activities and priorities, and provides guidance to leadership for weekly and daily planning to ensure a consistent customer experience.
  • Accomplishes results by providing timely feedback, coaching, and counseling for staff while monitoring and appraising results.
  • Manages, monitors, and evaluates deployment metrics and reports.
  • Facilitates goal achievement initiatives for the post-recruitment donor, determined by increased satisfaction, engagement, and enthusiasm for the BTM brand.
  • Oversees recognition of achieved performance.

Team Leadership:

  • Maintains a team culture of excellence in meeting post-recruitment engagement in concert with the mission of Be The Match.
  • Leads market research strategists, customer experience designers and donor experience marketing management teams.
  • Develops overarching framework for engaging people on the registry
  • Researches, identifies and implements strategic methods improving experiences and narrowing communication gaps for donors post donation.
  • Works with team members to gather customer insights and data and pulls together learnings to help tell the customer experience.
  • Identifies opportunities for process improvement and works with senior leadership to prioritize and champion solutions while relentlessly pursuing the needs of the customer.
  • Collaborates with stakeholders including network, Case Management, Donors Services leaders, Community Engagement, Marketing and Communications and brings increased awareness of the post-donation donor experiences into the organization.

REQUIRED QUALIFICATIONS:

Knowledge of:

  • Project management principles, advanced oral and written communication skills, proven public speaking or presentation skills along with excellent customer service.
  • Designing practices, processes and procedures with an understanding of organizational impact and creating an experience for the post-donation donor that improves engagement, satisfaction, and ongoing support of BTM.
  • Intermediate computer skills including Microsoft Office software including Word, Excel and Internet use.
  • Operational knowledge of the NMDP and its affiliated network centers.

Ability to:

  • Strategic thinker, the ability to lead through transformational or process change and create alignment within teams and customer within and outside the organization.
  • Ability to manage high emotion and difficult donor situations.
  • Demonstrates understanding and sensitivity to the specific experiences and pain points for the post-donor populations.
  • Demonstrates strong leadership skills in team building/mentoring, providing constructive feedback to professionals and business management including the ability to implement quality systems, records management and organizational efficiency.
  • Must exemplify our Be The Match Standards.

Education and/or Experience:

  • Bachelor's degree in Marketing Research, Human-Centered Design/Engineering or Marketing. Upon evaluation, equivalent related experience and/or education in addition to the required experience outlined below may be substituted for the degree requirement.
  • Five years of direct people leadership experience including three or more years in a donor center, blood center, hospital or clinical setting that included experience working with patients, donor and/or volunteers.
  • Experience in donor process management.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

  • Master's degree in Market Research, Human-Centered Design/Engineering or Marketing or MBA.
  • Experience working in a regulated environment strongly preferred.






Posted: 2019-10-10 Expires: 2019-11-08
Sponsored by:
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Sponsored by:
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Manager, Donor Experience and Engagement Marketing

Be The Match
Minneapolis, MN 55415

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