Specialist, Supporter Care

About ChildFund
ChildFund is a child-focused international development organization that works in 23 countries to connect children with the people, resources, and institutions they need to grow up healthy, educated, skilled and safe, no matter where they are.

ChildFund’s Values
We aspire for every person in our organization—program, participants, supporters, staff, and volunteers alike—to feel free, safe, and confident to be themselves. In our culture of connection, you will have ample opportunity to grow, learn, and lead while contributing your talents and innovations to our inspiring mission.

ChildFund’s Commitment
ChildFund International has a zero-tolerance policy regarding sexual exploitation, abuse, and harassment (SEAH) and all other forms of harm by its staff, partners, and other representatives in the delivery of its mission and services for children. ChildFund is committed to creating a safe environment in the workplace as well as in the communities where it delivers programs and services. ChildFund expects every staff member, partner, and representative to adhere to this commitment and to ensure all organizational policies and standards are followed. This position is subject to a range of vetting checks, including a criminal records check and/or disclosure to ensure program participants are safeguarded.

About This Role
The Supporter Care Specialist plans, executes and continually improves the print and mailing operations function, including monthly billing statements, for the Supporter Experience team. Our mail and printed communications represent critical touchpoints for donor retention and engagement and the Coordinator is instrumental in ensuring that materials are delivered and processed in a timely manner and with impeccable quality. The Coordinator is accountable both for the execution of printing, scanning and preparing of donor mailings as well as for the coordination of support resources and continuous improvement of print operations processes.

The position is on-site, and requires presence in ChildFund’s Richmond, Virginia office 40 hours per week, Monday-Friday.

Required Experience and Education

• BS/BA or equivalent combination of experience and education.
• At least 4 years of experience in print, mail, or related functions.
• Experience using printers and related machinery, including troubleshooting.
• Experience in process management a plus.
• Experience with Salesforce CRM and/or other Salesforce Cloud tools a plus.
• Experience in content design or review is a plus.

Primary Responsibilities

• Manage print and other Supporter Experience mail processes. This includes processing mail that is received and preparing mail to be sent out to our donors.
• Manage the execution of the monthly sponsorship billing statement process, including:
  • Conducting content and personalization quality reviews.
  • Coordinate with Marketing, IT, and other internal departments to set up each month’s production run correctly.
  • Work directly with external vendor to troubleshoot errors.
  • Routinely report on billing analytics to ChildFund management.
• Explore and manage volunteer opportunities to assist in sponsor mailings to create a resource pipeline and surge capacity.
• Print and prepare items for mailing to our donors (e.g., sponsor packets, child mail, statements, correspondence, and other donor engagement materials).
• Track and manage inventory for print ops supplies, templates, envelopes and materials, ensuring consistent and best-cost availability.
• Facilitate reporting and forecasting for all print operations workflows, providing work status to leadership.
• Assist in troubleshooting and resolving any mail-related issues that arise, including printer issues.
• Collaborate with internal stakeholders and vendors to regularly update and enhance content design of printed and electronic materials to ensure up to date, user-friendly and brand-appropriate materials.
• Collaborate with team members to optimize mail handling processes.
• Collaborate and lead efforts to transition traditional printing to electronic delivery alternatives.
• Scan and upload materials for digital distribution of materials to offsite staff and partners.
• Process return mail and special campaign replies (update addresses, locate updated addresses, mail to our donors, auto-upgrade) and continually improve workflow.
• Support retention improvement testing.
• Collaborate and communicate across stakeholders and partners in Supporter Experience, Fundraising & Engagement, Mail Room operations and across our global sponsorship work team as needed.
• Assist with other duties as assigned by supervisor.

Required Competencies
ChildFund’s Core Competencies

• Teamwork: the ability to work effectively and collaborate with others; values and respects individual differences.
• Communication: demonstrates empathy and tact when communicating with others and uses a storytelling approach when appropriate.
• Results orientation: gets things done; takes proactive steps to achieve organizational goals and quality standards.
• Decision making: uses good judgement, critical thinking, and non-traditional ways to evaluate problems and opportunities; reflects and innovates to improve decisions and outcomes.
• Resilience: thrives and grows in rapidly changing, demanding, and complex environments.
• Digital literacy: adopts and champions new technology to relevant contexts, stays aware of technological trends and embraces technological solutions to business challenges.

Other Required Competencies

• The ability to read, speak, and write fluently in English.
• Proficiency with Microsoft Office suite, including intermediate to advanced proficiency with Excel.
• Willingness to perform some repetitive tasks as well more complex work.
• Ability to work independently with minimal supervision.
• Eagerness to pitch innovative ideas, take initiative, and look for opportunities for improvement.
• Excellent attention to detail.
• Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders.
• Excellent prioritization and time management skills.