Director of Donor Experience

The Opportunity | University of South Carolina

The University of South Carolina is a public research university in Columbia, South Carolina. It has seven satellite campuses throughout the state and its main campus covers over 359 acres in downtown Columbia, SC. Founded in 1801 as South Carolina College, Columbia is the flagship institution of the University of South Carolina System and offers more than 350 programs of study, leading to bachelor’s, master’s, and doctoral degrees from 14 degree-granting colleges and schools. The university has a total enrollment of approximately 52,000 students, with over 35,000 on the main Columbia campus, making it the largest university in South Carolina.

Diversity Statement

At the University of South Carolina, we strive to cultivate an inclusive environment that is open, welcoming, and supportive of individuals of all backgrounds. We recognize diversity in our workforce is essential to providing academic excellence and critical to our sustainability. The University is committed to eliminating barriers created by institutional discrimination through accountability and continuous process improvement. We celebrate the diverse voices, perspectives, and experiences of our employees.

The Position | Director of Donor Experience

Under limited supervision, reporting to the Executive Director of Annual Giving and Lead Generation (Executive Director), the Director of Donor Experience (Director) is responsible for designing, establishing, and managing a donor experience program to engage mid-level and recurring giving donors. The Director will manage a portfolio of donors and develop the program strategy of the donor experience program and will lead a team of fundraising professionals. This role will perform data analysis to establish program targets and goals consistent with the direction of the Annual Giving Lead Generation program, and it serves as a program resource for the colleges and units. The Director will utilize Blackbaud CRM and other analytics tools to develop personal relationships with an assigned portfolio of current and former annual giving donors that result in renewed or increased support to the university. The role will use email, social media, video conferencing, and phone to provide prospective donors with information that deepens their understanding and connection to the university and solicit them for annual gifts. This position is a member of the Division of University Development and will operate within the system and procedures of UofSC Development to ensure consistent and well-coordinated activities.

Job Duties

Design and develop the Donor Experience program for the university. Develop and execute an annual plan designed to support the goals of Annual Giving and Lead Generation and the priorities of the university. Collaborate with the Executive Director to produce annual budget recommendations to support the organizational goals. Consult with fundraising colleagues within the colleges and units to ensure that fundraising efforts are collaborative and streamlined. Define the criteria for viable donor leads for major and planned giving pipeline flow in collaboration with the programs of Prospect Development and Advancement Services.

Establish and manage a portfolio of 375 current, lapsed, and prospective annual giving donors. Cultivate relationships with these donors via email, phone, social media, video conferencing, texting messaging, and Blackbaud CRM. Perform 25+ outbound touchpoints per day. Execute monthly and quarterly touchpoint cadences across the portfolio to ensure consistent and relevant donor communication. Demonstrate to donors the impact of their giving. Provide information on university developments and programs relative to their interests. Solicit donors to make new gifts, renew or upgrade. Promote philanthropic opportunities, such as university and college giving priorities, crowdfunding projects, and the day of giving, Give 4 Garnet.

Create, review, and evaluate DXO program processes to improve effectiveness. In collaboration with other members of the Annual Giving and Lead Generation team, develop A/B testing for outreach. Based on analysis, develop and implement short and long-term strategies that will provide the Annual Giving and Lead Generation team with reliable data and analysis to make informed decisions on omnichannel fundraising strategies. Provides timely qualitative and quantitative reports of program performance and metrics and analytics for the Development division’s senior leadership team, the schools and units, and other partners as needed.

Build a portfolio of best practices and emerging marketing trends to enhance personal omnichannel solicitation practices based on national/regional data and donor trends to achieve fundraising goals.

Minimum Qualifications

Bachelor’s degree and 4 years proven experience major gift/development, donor relations, sales or a combination of education and experience from which comparable knowledge, skills and abilities have been acquired may be substituted.

Position Specific Minimum Qualifications (Classified and Unclassified positions):

Bachelor’s degree and 4 years related experience in an area such as alumni development, fundraising, prospect research, or business development. This position may require travel overnight to conferences for continuing education and professional development. Must have a valid driver’s license.

Preferred Qualifications

Bachelor’s Degree and 5+ years of experience in higher education fundraising or other nonprofit organizations. Experience in annual giving, advancement/development communications, and/or donor relations. Proven experience in revenue generation, communications and marketing, client relations and partner success.

Knowledge/Skills/Abilities

Comprehensive knowledge of principles and methods of planning and conducting a comprehensive integrated and omnichannel marketing fundraising program. Strong knowledge of predictive analytics and metrics to include effective mass solicitation and communication strategies. Ability to manage complex projects while also managing relationships with colleagues and supervising staff. Understands best industry practices as it relates to digital communications and analytics tools for fundraising success. Utilize quantitative and qualitative information to improve decision-making and outcomes and document results. Ability to establish and maintain good working relationships with staff, faculty, alumni, donors, students, volunteers, businesses, external vendors, and the general public. Work with a high degree of flexibility in a highly collaborative, fast-paced, goal-oriented environment. Apply creative and entrepreneurial thinking while applying sound judgment and conducting oneself with integrity. Outstanding oral, written, and interpersonal communications skills.

Supervisory Responsibilities

Professional fundraising team members (1+) Donor Experience Officers within the Annual Giving and Lead Generation program. Works closely with other team members within the Annual Giving program. This position may also be responsible for managing student workers and volunteers.