Director, Multichannel Fundraising

GENERAL SUMMARY OF DUTIES:  

The Director, Multichannel Fundraising serves as the strategic leader responsible for Operation Smile's multichannel donor engagement, retention, sustainer growth, and lifecycle fundraising strategy. The role establishes the vision, priorities, performance objectives, and investment strategies that drive donor engagement and revenue growth across direct mail, digital, DRTV, SMS, telemarketing, and emerging fundraising channels. The Director partners with executive leadership and cross-functional stakeholders to maximize donor lifetime value, strengthen fundraising capacity, and achieve organizational revenue objectives. This position is accountable for the strategic direction, performance, and long-term growth of the multichannel fundraising portfolio.

 Essential Functions: 

• Defines and leads the organization's multichannel fundraising strategy, establishing long-term donor growth, retention, upgrade, and revenue objectives. Sets channel investment priorities, audience engagement strategies, and performance targets aligned with organizational goals, including strategies for Spanish-speaking supporters.
• Owns the planning, forecasting, stewardship, and optimization of a multi-million-dollar, revenue-generating fundraising portfolio. Accountable for revenue performance, expenses, return on investment, invoice approvals, and achievement of annual financial objectives. Partners with Finance, Purchasing, internal leaders, and external vendors to direct resource allocation and ensure sound financial management.
• Provides strategic leadership for sustainer and mid-level giving programs, establishing growth, retention, upgrade, and acquisition priorities. Leads the Sustainer and Midlevel Manager and vendor partners in translating strategy into integrated communication plans and measurable results.
• Directs the cross-functional creative and production strategy for fundraising campaigns, including English- and Spanish-language house-file initiatives and the Mid-Level Giving Proof of Concept program. Establishes approval standards, resolves competing priorities, and drives improvements in quality, cost, speed, and production effectiveness.
• Oversees donor data strategy and operational governance for monthly giving, including segmentation, analysis, data quality controls, CRM activation, count approvals, vendor reporting, and business process documentation. Uses insights to guide decisions and improve donor retention, revenue, and program performance.
• Manages house file telemarketing campaigns in collaboration with vendor partners.
• Partners with Digital Fundraising and other organizational leaders to define and advance an integrated donor journey across digital and offline channels, including DRTV, direct mail, telemarketing, and Spanish-language fundraising efforts. Influences organization-wide fundraising, stewardship, and donor experience priorities.
• Makes strategic decisions regarding channel investment, campaign prioritization, vendor selection, audience segmentation, and resource allocation. Determines corrective actions when revenue, retention, engagement, or return-on-investment goals are at risk.
• Establishes enterprise-level key performance indicators and presents fundraising performance, strategic recommendations, risks, and growth opportunities to executive leadership.
• Serves as Operation Smile's senior subject matter expert and external representative for multichannel fundraising with agencies, vendors, industry peers, and other strategic stakeholders.
• Special Projects as assigned to enhance and expand Direct Marketing’s fundraising capacity and increase efficiencies within the unit.
• Provides executive oversight of strategic vendor relationships by establishing goals, campaign KPIs, service expectations, budgets, and scopes of work. Holds partners accountable for results, resolves material performance issues, and makes recommendations regarding vendor selection, investment, and contract direction.
• Establishes performance frameworks and operating standards for multichannel fundraising. Reviews campaign and program results, evaluates risks and opportunities, ensures data accuracy and brand consistency, and directs corrective action when performance falls below established expectations.
• Works with internal Brand team to direct resource collection for cultivation direct response initiatives 
• Responsible for vendor management of Aegis (caging), Edge Direct (mail), StreamWorks (Welcome/ Tributes), Southwest (print). TDS Spanish, LISTENTRUST (DRTV call center, Spanish)
• Leads, develops, and mentors direct reports; fostering a high-performance, collaborative, and donor-centered culture. Accountable for goal setting, performance management, capability development, succession planning, and effective deployment of team resources.

Characteristics/Skills Required: 

• Ability to work cooperatively in a team environment as well as independently with self-direction 
• Ability to communicate and work across cultures 
• Proven ability to build effective relationships  
• High degree of initiative and independent judgment 
• Detail and results-oriented with excellent follow-through 
• Strong ability to balance competing priorities, complex situations, and tight deadlines 
• Excellent oral and written communication skills 
• Well-developed analytical and problem-solving skills 
• Positive, open-minded and flexible 

Qualifications: 

• Bachelor’s degree in Communications, Marketing, Business, or related field 
• Experience developing and executing fundraising, donor engagement, or marketing strategies for Hispanic and multicultural audiences is preferred.
• Minimum of 10 years of progressive experience in fundraising, direct response marketing, donor engagement, or revenue growth, including demonstrated success leading complex multichannel strategies and managing significant budgets.
• Demonstrated success setting strategic direction, delivering measurable revenue and donor outcomes, influencing senior and cross-functional stakeholders, managing external partners, and leading high-performing teams.
• Bilingual (English/Spanish) preferred
• Proficiency in Microsoft Office applications (Word, Excel, Power Point); experience with e-CRM like BBCRM is a plus 

Compensation:

Operation Smile is committed to pay transparency. The anticipated salary range for this position is $87,000 to $109,000 which may vary slightly based on a candidate’s experience, qualifications, and geographic location.

Why Operation Smile?

Meaningful Work - At Operation Smile, you will engage in meaningful work that transforms lives, providing essential medical care to children and contributing to global health and well-being.

A Brighter Future - Make saving for the future easy with Operation Smile’s 401(k) plan, featuring Safe Harbor and employer matching. Cha-ching!

Happy and Healthy - Kick back and relax with Operation Smile's all-in-one health plans! We've got your health, pharmacy, dental, and vision needs covered for you and your loved ones. No worries, just smiles!

Worry-Free Insurance - Enjoy true peace of mind with 100% paid premiums for life and AD&D insurances. We've got you covered, no matter what!

Take Your Time (Off) - Flexible time off and celebrate with company-paid holidays! More time for fun and relaxation.

Work it, Flex it - Enjoy flexible work arrangements that fit your lifestyle, with remote, on-site, and hybrid work arrangements.

Travel Minus Stress - See the world through our unique employee programs, which offer opportunities to participate in international medical trips, community outreach, and global health initiatives