Analyst, Donor Services

The mission of the Tunnel to Towers Foundation is to honor the sacrifice of firefighter Stephen Siller who laid down his life to save others on September 11, 2001. We also honor our military and first responders who continue to make the supreme sacrifice of life and limb for our country. The Tunnel to Towers Foundation is committed to eradicating homelessness amongst our veterans.

The Donor Services team is instrumental in supporting the Foundation by responding to donor and event participant inquiries, processing donations and, maintaining donor records, and ensuring a positive donor experience. This role supports donor retention and engagement efforts through data analysis, reporting, CRM management, and stewardship activities.

A highly skilled and detail-oriented professional serves as a Donor Retention Analyst. This individual assists the Senior Manager, CRM & Retention and supports the Foundation's donor retention efforts through donor analytics, CRM administration, reporting, donor outreach, and stewardship initiatives. The ideal candidate possesses strong analytical, communication, and organizational skills; demonstrates a high level of confidentiality; thrives in a fast-paced environment; and collaborates effectively across departments.

Duties and responsibilities

• Execute Foundation donor retention strategies with a focus on donor engagement, recurring giving, and donor stewardship.
• Analyze donor activity, retention trends, campaign performance, and donor behavior across CRM and financial systems.
• Prepare recurring and ad hoc reports on donor retention, acquisition, reactivation, lapses, and outreach performance.
• Develop donor segments and audience lists to support retention, stewardship, and fundraising initiatives.
• Maintain data integrity within Salesforce and related fundraising platforms through audits, quality reviews, and record management.
• Perform donor outreach and follow-up regarding recurring gift issues, declined transactions, credit card expirations, and lapsed donations.
• Create and maintain reports and tracking tools utilizing advanced Excel functions and data analysis techniques.
• Identify trends and provide recommendations to improve donor retention, engagement, and overall donor experience.
• Prepare donor correspondence including acknowledgements, donation summaries, and stewardship communications.
• Partner with internal teams to support reporting, data reconciliation, process improvements, and special projects.
• Work with staff, promote Foundation team-oriented culture, and maintain a positive working environment.

• Minimum of Bachelor’s degree preferred.
• Strong organizational and design skills.
• Excellent communication skills.
• Ability to multi-task, prioritize and manage time effectively.
• Advanced Microsoft Excel proficiency, including Pivot Tables, XLOOKUP/VLOOKUP, reporting, and data analysis.
• Detail-oriented, organized, and self-motivated.
• Must be a team player and able to work in a collaborative environment.
• Proven customer support experience.
• Familiar with CRM systems (i.e. Salesforce), online event registration platforms (i.e. Classy, Eventbrite).
• Nonprofit experience preferred.
• Proficient in Microsoft Office/ Google Suite (or equivalent).
• Pre-employment screening, including a background check, is required.

Working conditions

Special working conditions may include: a change in days worked, shift hours, and/or working conditions (outdoors or other locations) when participating and assisting in special events needed.