Job Description

UNITED WAY OF MASSACHUSETTS BAY

Job Description

United Way of Massachusetts Bay is committed to hiring individuals who reflect the diversity of our communities.  

LOCATION: Boston, Attleboro, or Beverly, MA

POSITION TITLE: Specialist, Campaign Services

DEPARTMENT: Development  

REPORTS TO: Senior Director, Campaign Services

STATUS: Full time, Non-Exempt (37.5 hours per week) 

SALARY RANGE: $55,000 - $60,000

ABOUT UNITED WAY

United Way of Massachusetts Bay exists to build more equitable communities, together. With over 85 years of local impact in eastern Massachusetts, we work with and for our communities to build economic prosperity and enable everyone-across races and ethnicities-to share in the knowledge, wealth and resources available. We believe that the key to unlocking opportunity is uniting people, and we bring together individuals, community leaders, corporate partners, legislators and organizations to build a powerful engine of change. 

THE OPPORTUNITY

The United Way of Massachusetts (UWMB) Bay is seeking a Specialist, Campaign Services who will embrace the work of the UWMB Development team becoming a more diverse and inclusive department through the practice of community-centric fundraising principles. We are assembling a fundraising team of passionate, committed, and justice-minded individuals to help United Way be the partner of choice for people who are passionate about thriving in community. Our partners are an inspired, growing, and diverse collective of champions who unite in their commitment to build more equitable communities where access to financial opportunity is universal, and prosperity is shared across race and ethnicity, and understand that the ability to make our region a better place to live rests with  every   one of us . 

The Development department's charge is to unite, grow, and strengthen United Way's public and private partnerships, and leverage those partnerships to generate significant resources -- financial, talent, time, and connections -- with an emphasis on unrestricted support, to enable everyone across races and ethnicities to share in the wealth, knowledge, and resources available in our region.

POSITION OVERVIEW

THE OPPORTUNITY:

The Specialist, Campaign Services will administer electronic workplace giving campaigns to help nurture and grow investments in United Way's work and increase its impact in the region. While this role is primarily internally-facing, there will be multiple touchpoints with external stakeholders in the Greater Boston business and nonprofit communities. Relationship building, interpersonal skills and attention to detail will be essential to success in this role.

The organization is in the process of evolving our Customer Relationship Management (CRM) system and this position will be a key contributor in preparing the Development department for change and supporting the adaptation to a new platform. The Specialist will contribute to building complex systems from the ground up in partnership with members of the Development Strategy, Systems, and Operations team within the Development Division.

POSITION OVERVIEW:  

The Campaign Services Specialist is responsible for the first & second level operational management of the "Enhanced Workplace Campaigns" through our (ANDAR) e-pledge products, delivering outstanding customer service to the Workplace Campaign donors and company representatives in support of United Way of Massachusetts Bay. The ANDAR program currently provides assistance to approximately 45 companies in managing their workplace giving campaigns. The Campaign Services Specialist serves as logistical and operational contact. The Campaign Services Specialist provides direction and support to staff, ongoing analysis of trends, and planning of year-round procedures and workflow. Responsibilities require the incumbent to gain in-depth knowledge of the systems used so as to understand how to creatively use features to meet customer needs, and to ensure the integrity of data in the donor databases and organization tables.

Provide support to Relationship Managers, Development personnel, and workplace Campaign Champions before, during and after execution of Enhanced Workplace Campaigns.

KEY RESPONSIBILITES:

What: Determine and deliver the set-up (content, campaign parameters and file transfer) of the ANDAR product.

How: Provide first level management of "Enhanced Workplace Campaigns" in support of the Campaign Services primary function. Work with Relationship Managers in Development and company representatives to provide a superior experience to the donor. Utilize technical skills (specifically Excel) to manipulate and produce accurate files for upload. Gain in-depth knowledge of the systems to understand how to creatively use features to meet customer needs. Ensure that the appropriate designation catalogue is attached to each campaign. Work closely with Relationship Managers to ensure that their task of finalizing content and language with the client goes smoothly. Once content is finalized, update the system using HTML. Work with client to test system content and ensure satisfaction prior to system launch, setting proper expectations for the campaign.

Supply the system and firewall requirements to the Company for review and implementation by their IT. Liaise between Company IT, United Way IT and application vendor support as needed to triage and resolve technical issues.

Provide company representatives with administrative and canvasser links to the system.

Having confirmed launch date and tested all content and functionality, launch welcome emails through the ANDAR system. Launch reminder and broadcast emails through the system as requested by client.

What: Provide second level Campaign Services support, guiding Relationship Manager with technical and procedural knowledge.

How: Using knowledge of ANDAR and supporting products, guide the other team members in the advanced technical methods to fulfill Campaign requirements.

Provide assistance to staff by answering questions, running reports, adapting work processes to meet business priorities, and provide input to aid in the development and delivery of ANDAR products. Participate in debriefing sessions after campaigns have ended.

What: Serve as senior logistical and operational contact for ANDAR customers. Provide outstanding customer care to external customers.

How: Provide customer care support via email and telephone to individual donors and company representatives. Work with IT and vendor support representatives to resolve issues as needed. Work closely with the Finance team to adjust pledge transactions upon request.

What: Support weekly team meetings. Perform special duties or complete special projects as requested by Senior Director, Campaign Services or Senior Management Team.

How: Help set agenda for team meetings. For special projects, utilize existing knowledge and departmental support to accomplish assigned tasks. Work closely with the Senior Director, Campaign Services to have a working knowledge of the department. Collaborate on Donor Servicing departmental decisions and work as a team to make synergistic decisions for continual improvement. Pool resources when possible to accomplish greater efficiencies.

REQUIREMENTS:

Commitment to Diversity, Equity, and Inclusion and to the mission of the United Way of Massachusetts Bay.
2+ years of college or specialized training
Equivalent of up to 2 years related business experience
Strong attention to detail, communication, and inter-personal skills.
Prior experience in fast-paced customer service environment.
Proficiency with Microsoft Office products, including a strong working knowledge (intermediate to advanced level) of Microsoft Excel. Previous experience with a specialized database system is helpful.
Previous experience with CMS systems, HTML and JavaScript desirable.
Strong organizational skills and proven ability to manage and prioritize multiple tasks.
Proven ability to negotiate and manage conflicting priorities.
Prior work in the not-for-profit sector helpful.
Must work well independently and on a team.
Commitment to building cultural humility by continually learning and by actively promoting diversity, equity, and inclusion in all aspects of our work.
Reliable access to Internet and flexibility with hybrid work, with at least 1 day in the office at one of United Way's offices: Boston, Beverly, or Attleboro.

BENEFITS:  

Health and Dental coverage - individual and family - premium cost share 
Paid Time Off - 15 vacation days, 15 sick days, 11 paid Holidays, Floating Holidays, and Summer Fridays 
Flexible Spending Accounts (FSA) 
401(k) with match and an additional base contribution depending on years of service 
Group Life and Long-term Disability 
Serve United time off for volunteering 
Optional employee-paid vision insurance 
Hybrid work environment

For information on additional opportunities, please access our website at  

Job Posted by ApplicantPro