THE ROLE
The Supporter Care and Database associate is the first point of contact for supporters’ queries as the customer service focus will help to build supporter loyalty and engagement. The Supporter Care and Database associate is responsible for recording, banking and acknowledging donations, and accurately importing data and income onto the database (currently Salesforce, but soon to be the Raiser’s Edge) in a timely manner. The associate monitors data entry across the Money Team and ensures that the database is always kept up to date and clean to support the delivery of fundraising activities from individual and institutional donors.
Job Description:
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1. Keep the database up to date.- Handles all supporter enquiries, thanking, complaints, and information requests.
- Undertakes all donation management processes in the database.
- Undertakes income reporting.
- Coordinates data segmentation and implements mass-donor communications.
- Ensures high standards of quality and consistency for all supporter data entry and compliance with GDPR-regulation; coordinates with the ICT-team.
- Supports the Philanthropic Partnerships Officer (Prospecting) in establishing and maintaining database practices that improve company’s understanding of its supporter base and facilitate prospect research.
2. Support of donor relation management
- Assists in all aspects of donor relation management.
- Contributes to the annual plan and goals of the Individual Donor Relations team.
Desired Knowledge and skills:
- Commitment to the company vision, mission and values
- Education at vocational level degree or equivalent experience of working with financial, supporter and/or customer data and databases.
- Lived experience of resisting injustice and different forms of systemic oppression
- Knowledge of data entry on CRM database systems, ideally Raiser’s Edge.
- Computer literacy with knowledge of Microsoft Office applications, especially Excel.
- Understanding of GDPR and how to record supporter communication preferences.
- Communications and interpersonal skills (verbal and written English and Dutch proficiency), with the ability to interact with people from a wide diversity of backgrounds and cultures.
- Ability to offer customer service and work with a supporter focused attitude.
- Ability to work cross-organizationally.
- Relationship building skills; ability to present and represent the company in a convincing manner.
- Detail-orientation and organizational skills as well as an ability to perform in a fast-paced, deadline-driven and largely remote environment.
- Time management skills, the ability to prioritize and work independently, multi-task and be flexible across a varied workload.
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