Manager of Donor Communications (Piedmont)

Position Overview

The Manager of Donor Communications is responsible for leading the planning, execution, and optimization of donor communications that support collection goals and donor engagement strategies. This position oversees outbound donor messaging across email, SMS, direct mail, call campaigns, and other communication channels to ensure timely, accurate, and effective outreach.

The Manager of Donor Communications supervises communication staff, manages communication platforms and calendars, oversees donor segmentation and campaign deployment, and utilizes communication performance data to improve donor participation and support organizational production objectives. This role works closely with Production Planning, Donor Recruitment, Operations, Customer Service, and Marketing to ensure communication strategies align with collection needs and donor engagement priorities.

Essential Functions

Daily:

• Supervises Communication Coordinators and other assigned communications personnel.
• Oversees execution of donor communication campaigns across email, SMS, direct mail, and outbound calling channels.
• Reviews and approves communication schedules, messaging content, and campaign priorities.
• Ensures communication activities align with collection goals, drive priorities, and donor recruitment needs.
• Monitors communication platforms and campaign execution to ensure accuracy and timely deployment.
• Coordinates urgent messaging campaigns, shortage appeals, and operational communications as needed.
• Provides coaching, training, and guidance to communication staff.
• Serves as the department subject matter expert for donor communication systems and processes.

Weekly:

• Reviews communication calendars and upcoming campaign schedules.
• Conducts team meetings and workload planning sessions.
• Evaluates communication performance metrics and donor response trends.
• Reviews donor lists, segmentation strategies, and targeting methodologies.
• Coordinates communication plans with Production Planning, Operations, Donor Recruitment, and Customer Service teams.
• Identifies opportunities to improve campaign effectiveness and donor engagement.

Monthly:

• Develops and manages communication deployment strategies while supporting production and collection objectives.
• Reviews campaign performance, response rates, and donor engagement trends.
• Provides leadership reporting on communication activities and campaign effectiveness.
• Evaluates communication workflows and identifies opportunities for automation and process improvement.
• Reviews employee performance, training needs, and development plans.
• Maintains departmental procedures, standards, and documentation.

Miscellaneous:

• Contributes to the overall goals of donor engagement.
• Attends educational programs and meetings.
• Other duties as assigned or required.

Minimum Qualifications

• Bachelor's degree preferred in Business Administration, Operations Management, or Communications
• Equivalent combination of education and relevant leadership experience may be considered.
• Minimum 2 years of experience leading operational, planning, customer engagement, production support, or business execution functions.
• Minimum 2 years of direct supervisory experience, including employee development, performance management, and workload prioritization.
• Experience managing high-volume workflows, business processes, or customer communication operations preferred.
• Experience utilizing data, reporting, and performance metrics to drive operational decisions and improve outcomes preferred.
• Experience managing competing priorities in a fast-paced, deadline-driven environment.
• Experience with CRM, scheduling, planning, or business management systems preferred.
• Very knowledgeable in the use of Microsoft Office
• Excellent customer service skills   
• Ability to communicate effectively, tactfully, and courteously to patrons, donors, sponsors, and co-workers
• Ability to organize and prioritize workload and meet deadlines

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting up to 25 pounds
• Sitting, standing, or walking for an extended period
• Bending and twisting