• Become part of a team that is devoted to making the world a mentally healthier place
• Provide best-practice donor care and coordinate the implementation and growth of the regular giving program for the Black Dog Institute
• Full-time ongoing position

About the Institute:

The Black Dog Institute is a Medical Research Institute and a global leader in translational mental health research. We harness the latest technology and other tools to quickly turn our world-class research findings into clinical services, education and e-health products that improve the lives of people with mental illness and the wider community.

We pride ourselves on translating our own world leading Workplace Mental Health research into an award-winning culture that encompasses a holistic view of wellbeing. We aim to create a positive, mentally healthy workplace that recognises the importance of meaningful work, balanced lifestyles, psychological well-being and continual learning whilst being guided by our core values - Collaboration, Compassion, Excellence, Innovation and Respect.

We Offer:

• Competitive salaries
• Salary packaging
• Commitment to Learning and Development
• Flexible working hours and work-life balance
• Generous parental leave policy
• Pet friendly office
• Social and team events

About the Role:

The key responsibility for this role is to provide best-practice donor care and coordinate the implementation and growth of the regular giving program for the Black Dog Institute.

This customer service-based role is accountable for building ongoing relationships with donors and regular givers, supporting the donor journey and assisting with overall growth in the Individual Giving portfolio. The role requires interacting with new and existing donors to increase revenue, reduce supporter attrition and reinforce donor loyalty. The position will provide high levels of customer service, including excellent inbound and outbound calls, complaint handling and other communications.

A core component of the role is to build on the regular giving program, taking a lead role in all day-to-day coordination of regular giving activities. The role is also responsible for implementation and growth of the workplace giving program.

The Regular Giving and Donor Care Coordinator will support third party acquisition campaigns and broader individual giving programs by extracting, segmenting and analysing data, as well as play an active role in post campaign analysis for the regular giving program. The position will also support the Individual Giving Manager as needed on the development and implementation of data-driven direct marketing campaigns.

Key Responsibilities:

• Take a proactive role in supporting the Individual Giving Manager to successfully deliver IG campaigns which support overall direction and growth in IG program.
• Support and actively contribute to Black Dog’s fundraising and development strategy.
• Support continuous improvement in donor programs and processes.
• Continue to build knowledge on Black Dog’s work and fundraising ‘best practice’ to optimise donor retention and lifetime value.
• Work closely with Individual Giving Manager to implement acquisition, conversion retention, upgrade and reactivation programs.
• Coordinate all aspects of the Regular Giving Program, including online lead generation, acquisition and retention campaigns.
• Build strong relationships with regular givers through continuous refinement of the donor journey, and take responsibility for ongoing communications such as welcome packs and calls, proactive donor care and events.
• Oversee the fulfillment of regular giving collateral, including welcome packs, donor care and end of year statements.
• Produce and analyse regular giving reports including attrition, rejection and retention, and work closely with the Individual Giving Manager to optimise the RG Program.
• Manage the RG rejection program, developing and implementing communication strategies using a variety of channels including SMS, mail, email and telemarketing.
• Coordinate third party online lead generation program, including analysis of lead sources and liaison with suppliers to optimise lead results.
• Working closely with the Senior Digital Fundraising Officer, coordinate the in-house online IG lead program, including development of campaigns and weekly review of results.
• Oversee and ensure all RG data is uploaded into Raisers Edge in a timely and accurate manner.
• Day to day management of external suppliers, including training and communications with third party telemarketing teams.
• Support Individual Giving Manager with data extraction, segmentation and post-campaign analysis and reporting.
• Regularly review relevant IG website pages to ensure up to date content, and liaise with Senior Digital Fundraising Officer to ensure timely updates and improved donor journeys.
• Management of Black Dog IG and RG donor events.
• Work with the IG team to develop fundraising collateral and content as needed.

Selection Criteria:

Essential

1. Minimum 2 – 3 years’ experience within a fundraising program, preferably with direct experience in all facets of a regular giving program, including acquisition, retention and donor journeys.
2. Understanding and some experience with different forms of fundraising acquisition methods and lead generation.
3. Demonstrated superior customer service skills, high degree of empathy and ability to represent Black Dog Institute in a professional manner at all times.
4. Evidence of high computer literacy, including Microsoft Office, intermediate – advanced Excel.
5. Excellent understanding of CRMs, data entry and data-driven segmentation, with direct experience preferably in Raisers Edge.
6. Proven flair for data analysis, with sound analytical skills and experience in campaign reporting.
7. Excellent oral, presentation and written communications.
8. Outstanding interpersonal and relationship skills, with a warm and persuasive manner and ability to build relationships with a variety of internal and external stakeholders.
9. Demonstrated project management skills, with proven ability to juggle competing deadlines without compromising quality.
10. Creative problem solver and can-do attitude toward finding solutions.
11. Ability to work within a team, but equally ready and able to use own initiative.
12. Alignment to mental health and wellbeing, with genuine commitment to the non-profit sector and a career in fundraising.

Desirable

1. A relevant tertiary qualification or diploma.
2. Event coordination experience an advantage.
3. Strong proof-reading skills and experience.

A full Position Description is attached below.