Role Description

Application deadline: June 02, 2025

The assistant manager of donor care is responsible for organizing and participating in the work of the donor care team. They liaise closely with the advancement and technology teams at HOPE to develop and operate processes and utilize our systems in ways that respond to the needs of our donors, as well as internal reporting needs. They engage in research as needed to ensure HOPE follows best practice in donor receipting and matters of tax deductibility and adapts well to new methods of giving or changes in systems. They lead the donor care team in keeping donor information updated, ensuring gifts are recorded accurately and timely, liaising with donors regarding questions about their donations, and ensuring accurate donor receipting.

• Location: Lancaster, PA, United States

• Level: Senior Professional

• Salary range: $60,000-$65,000

• Type: Full-time

• Department: Finance & Accounting

• Reports to: Manager of Accounting Operations

• Position supervises: Associate Donor Care Advisor

Responsibilities

• Promote and contribute to the fulfillment of HOPE International’s mission and vision.
• Management and supervisory
• Manage the donor care team of full-time and part-time and/or seasonal staff, ensuring staff are cared for and the team is positioned to handle the donor care process to facilitate the mission and growth of HOPE International
• Work closely with various teams (development representatives, advancement operations, IT/CRM department, and accounting operations team) to adapt systems and processes as needed to address donor and donor database reporting needs
• Create and maintain appropriate documentation of policies and procedures for donor care function and ensure adherence
• Perform research as needed to ensure HOPE follows best practices in donor receipting and matters of tax deductibility
• Lead in defining and accomplishing objectives for the donor care team that support those of the larger finance and accounting department
• Organize and participate in the work of the donor care team
• Maintain and monitor all aspects of donor database
• Coordinate and implement donation processes to ensure all gifts are deposited and recorded accurately and timely
• Update donor database with new account information, make modifications to current accounts as needed, create reports, and resolve failed donations
• Assist donors with inquiries on making a donation to HOPE via check, credit card, direct bank withdrawal, stock donation, etc.
• Ensure all development representatives are made aware of new gifts through leveraging capabilities of the donor database
• Undertake special projects as directed by manager of accounting operations
• Handle or monitor donation receipt process, including gifts given at special events
• Assist with closing the contribution accounts as part of the accounting operations team’s month end close process
• Communication and reporting
• Ensure receipt letters and response to inquiries from donors are acknowledged within the established timeframe
• Provide or supplement training to new development representatives on how to use the Salesforce database as needed.
• Ensure donors are appropriately thanked for their contributions

Qualifications

• Personal confession of Christian faith and commitment to the mission and vision of HOPE International

• Bachelor’s degree in business, finance or a related field

• 3-5 years' experience in a related field, including 2-3 years’ management experience

• Strong organizational skills, including effective time management and prioritization of competing demands/multiple deadlines

• Strong attention to detail, with the ability to maintain data integrity for large quantities of data

• Proficiency in using CRM systems (like Salesforce) to manage donor information and track interactions is highly preferred

• Ability to supervise and manage a team, including training and reviewing the work of others

• Previous experience with Microsoft Office suite (Word, Excel, Outlook) required and prior experience with Salesforce or another Customer Relationship Management system and its integration to an accounting ERP, like NetSuite, preferred

• Excellent interpersonal skills, pleasant disposition and communication style via phone or email communication

Additional information