Coordinator, Donor Experience

Position Overview

Every donor interaction is an opportunity to build trust, inspire generosity, and strengthen Prison Fellowship International's mission. The Donor Experience Coordinator provides timely, accurate, mission-aligned support that strengthens donors' connection to PFI and drives transformative impact for prisoners, their families, and victims of crime worldwide.

As the frontline voice of the organization, this role provides exceptional service via phone, email, mail, and donor operations, executing essential workflows that uphold data integrity, support stewardship excellence, and enable seamless donor experiences across all giving segments. Responsibilities include mail handling, donor servicing, gift-related administration, coordination with Donor Experience & Operations (DXO), and support for team logistics, communications, and CRM updates.

Core Responsibilities

Frontline Donor Support

• Serve as primary phone coverage, log, resolve, and route donor interactions.
• Manage the donorcare@pfi.org inbox with same-day triage and follow-up.

Sponsorship & Donor Administration

• Process incoming and outgoing donor correspondence.
• Send weekly monetary gift acknowledgment reports.
• Make welcome calls to new donors who give $100–$499; prepare personalized thank-you cards for donors who give under $499.
• Initiate weekly new-donor welcome robocalls.
• Add new donors to onboarding and email on-ramp sequences.
• Order cultivation and stewardship materials as needed.

Mail Handling & Document Support

• Open and sort street mail daily; process courier mail twice weekly.
• Scan, mail, and route documents and backups to appropriate teams.
• Manage returned-mail updates in CRM.
• Maintain inventory of envelopes, materials, and office supplies.

Donor Experience & Operations (DXO) Support

• Assemble donor packets, event materials, and briefing documents.
• Support donor event and engagement logistics as assigned.
• Maintain shared calendars, documentation, supply orders, and team resource files.

CRM Support

• Update donors' contact information and basic donor records in CRM.
• Support segmentation flags and small-batch data updates in accordance with DXO standards.
• Identify and escalate complex data or system issues to the Donor Experience & Operations Specialist.

Requirements:

• Ability to handle confidential donor, financial, and organizational information with discretion and integrity.
• Clear, professional written and verbal communication skills with a strong service orientation.
• Strong attention to detail and ability to follow defined processes, timelines, and quality standards.
• Ability and willingness to learn CRM systems, donor workflows, and operational procedures.
• Collaborative team member with sound judgment regarding issue resolution and escalation. Commitment to Prison Fellowship International’s mission, vision, values, and statement of faith

Education & Experience:

• Bachelor’s degree preferred.
• 1–3 years of donor service, customer support, or related experience.
• Experience managing administrative or operational workflows in a detail-oriented environment preferred.

Work Status

• Employment: Full Time, Non-Exempt
• Schedule: In‑office at HQ with structured hybrid available (Mondays and/or Fridays), subject to supervisor approval.
• Weekly Hours: Minimum 40 hours; overtime approved in advance.

Travel

• <5% of international travel