The Donor Engagement Specialist serves as a key ambassador for St. Jude Children's Research Hospital, delivering exceptional donor experiences while supporting fundraising initiatives that advance the mission of finding cures and saving children. This role is responsible for building and maintaining relationships with donors, volunteers, event participants, and community partners through multiple communication channels, including phone, email, chat, text, and social media. The position combines customer service excellence, relationship management, problem-solving, and fundraising support to strengthen donor engagement and drive revenue growth.
- Develop and maintain knowledge of ALSAC fundraising programs, campaigns, events, and brand awareness initiatives to effectively support donors, volunteers, event coordinators, and fundraising participants across Mass Marketing, Experiential, and Relational fundraising efforts.
- Provide exceptional service through multiple communication channels, including inbound and outbound phone calls, email, chat, text, and social media. Efficiently resolve donor inquiries, requests, concerns, and complex issues while delivering a positive donor experience.
- Utilize active listening, problem-solving, and relationship-building skills to cultivate meaningful donor and volunteer relationships, address concerns, and identify opportunities to enhance engagement and retention.
- Apply fundraising, sales, customer service, and account management techniques to recruit, retain, and cultivate participants across campaigns, including Legacy Youth and DIY initiatives, peer-to-peer fundraising efforts, multicultural programs, lead generation campaigns, and additional experiential fundraising initiatives.
- Identify opportunities to increase participation and revenue through strategic fundraising conversations, goal setting, participant coaching, and upselling opportunities when appropriate.
- Engage prospective donors and fundraising participants through referrals, marketing-generated leads, and outreach efforts to expand fundraising participation and support organizational growth.
- Gather, document, and analyze donor and volunteer feedback to identify trends, improve the donor experience, and provide insights that support campaign enhancements and business initiatives.
- Serve as a trusted resource for donors, volunteers, and event coordinators by researching and resolving inquiries, processing special requests, and navigating both online and offline fundraising platforms.
- Exercise sound judgment when handling third-party fundraising issues, escalating concerns as appropriate to ensure timely and effective resolution.
- Maintain accurate donor, volunteer, and event records across multiple systems while ensuring data integrity and compliance with organizational policies, procedures, and PCI standards.
- Document interactions, troubleshoot issues, and report trends, concerns, and system-related challenges to leadership. Monitor and communicate potential source code or reporting issues that could impact fundraising revenue tracking.
- Utilize internal and external systems, call center platforms, databases, reporting tools, and Microsoft Office applications to manage donor interactions, process requests, track activities, and support business operations.
- Capture and route tour requests, process incentive orders, manage assigned shared inboxes, and complete special projects and operational tasks as assigned.
- Support Enterprise Contact Center and Shared Services operations by assisting with overflow activities, cross-functional initiatives, and peak-volume periods.
- Participate in Enterprise Contact Center operations, which may require flexibility to work evenings, weekends, holidays, and additional hours during peak fundraising periods to support organizational needs.
- Strong customer service orientation with a passion for delivering exceptional donor experiences.
- Excellent interpersonal, verbal, and written communication skills across multiple channels, including phone, email, chat, text, and social media.
- Proven ability to build and maintain relationships with donors, volunteers, participants, and internal stakeholders.
- Strong problem-solving, conflict resolution, and negotiation skills.
- Ability to manage multiple priorities and adapt in a fast-paced, metrics-driven environment.
- Demonstrated attention to detail and ability to maintain accurate records and data integrity.
- Ability to manage sensitive and confidential information with discretion and professionalism.
- Strong research and analytical skills with the ability to investigate transactions, discrepancies, and donor concerns.
- Proficiency with Microsoft Outlook, Word, Excel, internet-based applications, CRM systems, and contact center technologies.
- Ability to learn and effectively navigate multiple software platforms and fundraising systems.
- Ability to communicate effectively with individuals at all organizational levels.
- High School Diploma or GED required.
- Minimum of two (2) years of experience in customer service, contact center operations, fundraising, sales, account management, donor relations, or a related field.
- Experience working in a nonprofit, fundraising, customer engagement, or call center environment preferred.
- Bilingual proficiency in English and Spanish (written and verbal) preferred.
- Experience supporting fundraising campaigns, donor stewardship, volunteer engagement, or peer-to-peer fundraising initiatives preferred.
- Knowledge of CRM systems and donor management platforms preferred.
Working Hours: Monday–Friday, 10:30 AM – 7:00 PM CT
Location: Remote in USA
- Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)
- 401K Retirement Plan with 7% Employer Contribution
- Exceptional Paid Time Off
- Maternity / Paternity Leave
- Infertility Treatment Program
- Adoption Assistance
- Education Assistance
- Enterprise Learning and Development
- And more
ALSAC is an equal employment opportunity employer.
ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.
No Search Firms:
ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
Skills Required
- Strong customer service orientation and passion for donor experience.
- Excellent interpersonal, verbal, and written communication across phone, email, chat, text, and social media.
- Proven ability to build and maintain relationships with donors, volunteers, and stakeholders.
- Strong problem-solving, conflict resolution, and negotiation skills.
- Ability to manage multiple priorities in a fast-paced, metrics-driven environment.
- Demonstrated attention to detail and ability to maintain accurate records and data integrity.
- Ability to manage sensitive and confidential information with discretion.
- Strong research and analytical skills to investigate transactions and donor concerns.
- Proficiency with Microsoft Outlook, Word, Excel, internet-based applications, CRM systems, and contact center technologies.
- Ability to learn and navigate multiple software platforms and fundraising systems.
- High School Diploma or GED.
- Minimum of two (2) years of experience in customer service, contact center operations, fundraising, sales, account management, donor relations, or related field.
- Experience working in nonprofit, fundraising, customer engagement, or call center environment.
- Bilingual proficiency in English and Spanish (written and verbal).
- Experience supporting fundraising campaigns, donor stewardship, volunteer engagement, or peer-to-peer fundraising initiatives.
- Knowledge of CRM systems and donor management platforms.
What We Do
ALSAC is the largest healthcare-related charity in the United States. Founded in 1957 by Danny Thomas, our sole mission is to raise the funds and awareness needed to operate and maintain St. Jude Children's Research Hospital®. While our headquarters can be found in Memphis, Tennessee, we have additional offices in more than 30 locations across the country and in Puerto Rico with positions in fundraising, marketing, digital, information technology, legal, finance and many other disciplines all supporting our lifesaving mission - Finding cures. Saving children. ® At ALSAC, we believe in hiring the best and brightest from around the globe, and in 2020 we were named #1 on Fast Company's 100 Best Workplaces for Innovators. With a concerted focus on diversity and inclusion, we value and respect the contributions of all of our employees. Our work environment encourages everyone to be their authentic selves as we strive together towards a day when “no child dies in the dawn of life.” As we look to the future, we understand that we must be relentlessly innovative. Our work helps fuel the groundbreaking research and treatment at St. Jude and ensures that families never receive a bill from St. Jude for treatment, travel, housing or food — because all a family should worry about is helping their child live. View our career opportunities at https://www.stjude.org/jobs/alsac.html and follow ALSAC across social media using @stjude. To learn more about the research hospital, follow St. Jude Children's Research Hospital on LinkedIn. For specific career opportunities available through the hospital, visit www.stjude.org/JoinOurMission.
