07 set - Roma
Medici Senza Frontiere Italia
Overview:
The Donor Development Unit aims to maximize the value of each donor's contribution throughout their donor life, using the main direct marketing channels and with optimal management of the relationship with donors.
Reporting to the Head of Donor Development, the Donor Service Specialist is responsible for the operational management of Donor Services activities, ensuring compliance with budgeted costs and revenue targets, while maximizing satisfaction, loyalty, and long-term value of MSF donors.
Responsibilities:
Strategy & Service Model:
- Defines and implements the Donor Service operational strategy, identifying the most effective and efficient service delivery model;
- Continuously reviews and improves Donor Service processes to enhance donor experience, service quality, and operational efficiency;
- Proactively identifies innovation opportunities (tools, workflows, technologies) to improve donor contact and care.
- Outsourcing & Supplier Management:
- Manages the relationship with external suppliers providing outsourced Donor Service activities;
- Oversees contracting, service design, planning, and performance monitoring of the external call center;
- Ensures compliance with SLAs, quality standards, data protection, and cost containment targets;
- Leads regular performance reviews with suppliers and defines corrective and improvement actions when needed.
- Quality Assurance & Training:
- Guarantees high-quality donor service through defined quality standards and monitoring systems;
- Coordinates training, and knowledge updates for external operators, in alignment with MSF values, tone of voice, and donor care standards;
- Ensures consistent handling of donor inquiries, complaints, and sensitive cases.
- Operational Coordination & Process Optimization:
- Identifies and improves back-office processes related to Donor Services, in coordination with Database & Analysis and internal Donor Care teams;
- Ensures smooth and effective collaboration between exte
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