Donor Experience Coordinator

About Holland Bloorview Foundation:

Holland Bloorview Kids Rehabilitation Hospital Foundation is the largest foundation in Canada dedicated to supporting childhood disability inclusion, research, care and academic leadership. In partnership with the hospital, our mission is to inspire the community to help Holland Bloorview create the most meaningful and healthy futures for all children, youth and families.

Thanks to generous donors, our Foundation raises over $20 million annually and creates public engagement to eliminate disability stigma.

What we care about at the Holland Bloorview Foundation:

Innovation
We shake up old ways of doing things. We push the boundaries and create sector-leading fundraising experiences. We try, fail, and try again, only this time better.

Gratitude
We believe in the power of community to do good, and go out of our way to say thank you. We value the small and the large, the old and the new, and treat our community with respect and gratitude.

Inclusion
We value and amplify diverse voices - both in our workplace and in our work. We commit to ensuring our fundraising and communications practices are inclusive and that our vision includes all voices.

Teamwork
We lead with empathy, compassion, and respect. We work as a team, trusting and empowering each other to get things done, and rolling up our sleeves to help each other out when we need to. We have each other's backs, and recognize that ultimately, we're all working toward the same goal of creating a world of possibilities for kids with disabilities.

Joy
We find lightness and joy and support each other through the tough times. We share laughter, celebrate successes, and bring our whole selves to the workplace.

Integrity
We are thoughtful stewards of our community's donations and our client's stories. We live our values every day, and do the right thing, even when no one is looking.

The Position:

$53,000 annual salary

Holland Bloorview Kids Rehabilitation Hospital Foundation is seeking a dynamic, donor-centric, fundraising professional to join the Foundation's Strategy and Public Engagement team. The Donor Experience Coordinator plays a key role implementing Holland Bloorview's best-in-class stewardship program, ensuring donors and supporters feel appreciated, and receive the best donor experience possible. This role reports to the Manager, Direct Marketing and acts as the first point of contact for donor inquiries and provides support to the direct marketing and tribute giving portfolios.

This role is hybrid in nature, with an average of two on-site days per week, and additional on-site days during Capes for Kids in early February to mid-March, and as-needed throughout the year.

Key Responsibilities

Donor support and stewardship

• Provide excellent customer service and stewardship to donors, fundraisers and volunteers by acting as first point of contact for phone and email inquiries, responding or triaging in a timely fashion.
• Ensure donor data integrity by updating donor database (Raiser's Edge NXT) and digital fundraising platform (Engaging Networks)
• Proactively reach out to donors to update their contact or donation information
• Support department stewardship, cultivation and solicitation activities

Capes for Kids

• Provide excellent customer service and stewardship to Capes for Kids fundraisers and donors by monitoring campaign email and ensuring all inquiries are responded to or triaged in a timely manner
• Execute incentive distribution, including tracking and reporting requirements
• Support other activities as needed, including evening and weekend shifts as needed in February and March

Direct Marketing

• Using a donor-centered approach, support the implementation of Holland Bloorview's integrated and strategic direct marketing program that includes acquisition, renewal, and upgrade strategies
• Execute stewardship activities including thank you calls, welcome packages, tax receipt mailings, and email automations
• Assist with the administration of Holland Bloorview's monthly giving and tribute programs program

Administration

• Work alongside departmental volunteers, vendors, and consultants
• Provide backup front desk support as needed
• Other duties as assigned

Job Requirements

• 1-2 year's experience in customer/donor service, direct marketing or a related field; or a combination of related experience and education
• Outstanding customer/donor service skills and very strong person to person relationship-building skills
• Exceptional computer skills, specifically Microsoft 365 tools, and the ability to learn new technology and systems quickly
• Excellent organizational, planning, and time management skills
• Experience managing the priorities of multiple partners in a complex environment while maintaining a focus on the delivery of results
• Proven ability to exercise diplomacy and good judgment
• Self-starter with the ability to follow through on tasks with minimal supervision
• Demonstrated understanding of issues related to disability and social justice
• Ability to work in teams or independently
• Experience with Raiser's Edge and/or Engaging Networks considered an asset