donor relations coordinator (donor stewardship)

The Donor Relations Coordinator is the first point of contact representing IFAW and supports the Global Development Department in the execution of the IFAW Development Strategic Plan and the Oceania Regional Plan.  This position will provide timely world-class service to IFAW supporters and the public by promoting IFAW’s mission and brand, applying professional best practices and stewardship to acquire, retain and further engage supporters—ultimately maximising revenue, moving supporters along the donor journey, providing supporter satisfaction and long-term loyalty across all fundraising channels. 

This is a multi-faceted position where time will be shared between administrative duties, personalised and mass donor communications and assisting the Oceania team in event activities and the daily operations of the office. 

Role and Responsibilities

Donor Stewardship

• Respond to enquiries, requests and donations received by phone, digital communications, written correspondence and in-person in a professional and timely manner.
• Fulfill personalised acknowledgment letters, thank you phone calls and other strategically designed stewardship outreach efforts.
• Ensure that IFAW’s supporter experience is the point of difference that separates IFAW with similar organisations and is known and felt by supporters.
• Undertake proactive donor outreach and assist in fundraising opportunities for the region.
• Assist the Donor Relations Coordinator (Administration and Operations), Global Donor Relations Manager & AU Director of Philanthropy with supporter communication. 

Communications with IFAW Staff and Vendors

• Contribute to development of scripts, standard correspondence and templates for responses to enquiries from supporters and the public via all communication channels (including; social platforms, mail, email). 
• Ensure timely circulation of programme, fundraising and other pertinent information to team.

Donor Data Systems and Processing

• Maintain the integrity of supporter database systems; provide administrative, organisational and operational (including financial) support to the Donor Relations Coordinator (Administration and Operations), Global Donor Relations Manager and the AU Director of Philanthropy; cross train with global Donor Relations Team.
• Ensure timely and accurate input of supporter information into donor database systems for quality, integrity and accuracy.
• Process financial information relating to regular giving and other initiatives; reconcile donations on database as necessary
• Adhere to standard operating procedures, reference guides and Supporter Development Standards of Excellence; ensure compliance with data protection and privacy requirements

Administration

• Contribute to and work with global Donor Relations team to ensure the strategic goals and expectations are fulfilled. 
• Assist and support the AU Director of Philanthropy with achieving local development KPI’s and objectives including the execution of strategic plans.
• Work with AU Director of Philanthropy in keeping up to date on donor resources, office procedures, development collateral and organisational SOP’s
• Execute other tasks as directed by the Director of Philanthropy.  

General office operations

• Answer all phone calls in a timely manner and direct calls accordingly.
• Responsible for the IFAW email inbox and directing emails to various staff within the office as needed.
• Responsible for mail incoming and outgoing mail and couriers. 
• Managing stationary, collateral and donor resources ensuring regular stock take and supply for development team. 
• Adhere to office policies in relation to covid safe workplace and general WHS practices. 
  
  

Personal Competencies

• Have excellent verbal and written communications skills.
• Have excellent organisational and priority-setting skills; applies sound judgment.
• Have strong customer/supporter focus and keen attention to detail; maintains confidentiality
• Be flexible; functions effectively and accurately in a changing and fast-paced environment; meets timelines.
• Have an ability to work on multiple jobs at one time.
• Foster sensitivity to and respect for cultural differences.
• Work well independently and collaboratively as a team member.
• Have empathy with the cause of animal welfare and a strong commitment to promoting IFAW’s mission.
• Willingness to work some occasional  out of office hours.
• Willingness to travel for event delivery and relevant project visits.
  
  

Qualifications and Education Requirements

• A minimum of 1 year in customer service or fundraising experience
• Proficient in Windows-based applications, including Word, Excel and Outlook
• Experience with donor/fundraising database systems a plus

At IFAW, we aim to create and foster a workforce that reflects and contributes to the diverse, global community in which we work to improve the lives of both animals and people. We are dedicated to fostering justice, equity, diversity, and inclusion so we actively encourage candidates from diverse backgrounds.

To apply, please forward CV and letter of interest to Recruitau@ifaw.org