Inbound Audience Experience Manager

Purpose: The Inbound Audience Experience Manager serves as the operational leader for the Audience Experience function, responsible for designing, executing, and continuously improving how individuals experience the Tim Tebow Foundation across each inbound touchpoint. They drive the team, systems, processes, platforms, and standards that create connection and drive affinity for the mission and the organization. They ensure every inbound interaction reflects excellence, intentionality, and the heart of the mission, while protecting the brand and most importantly the MVPs that we serve.

Responsibilities

• Own and lead the end-to-end inbound experience strategy, ensuring a cohesive, consistent, and mission aligned experience across all touchpoints.
• Establish experience standards, principles, and best practices that guide how inbound audiences are served, communicated with, and stewarded.
• Collaborate with marketing leadership representing the interest of inbound communications across a multi-channel system and forecast needs for growth and sustainability.
• Act as an institutional resource to marketing leadership, providing data, feedback, and behavioral insights on audience trends, sentiment, and experience performance.
• Identify opportunities to elevate inbound audience experience through storytelling, personalization, recognition, and milestone moments.
• Lead, coach, and develop Inbound Audience Experience team members, fostering a culture of excellence, accountability, resiliency, and service-minded leadership.
• Architect and steward a cohort of cross-departmental subject matter experts engaged in the inbound communications system.
• Partner with the Donor Lifecycle and Experience Manager to facilitate the recurring donor recapture strategy through in-house and extended team members dedicated to donor care.
• Provide clear priorities, workflows, and success metrics to ensure the function operates efficiently and with clarity.
• Build scalable processes and documentation that enable consistency while allowing room for personalization and innovation.
• Serve as the escalation point for complex or sensitive inbound audience concerns, ensuring thoughtful, timely resolution.
• Partner with marketing, development, digital, and ministry teams to ensure alignment in messaging, tone, and experience delivery.
• Ensure inbound audience experience considerations are integrated into campaigns, launches, and new initiatives from the start.
• Champion the inbound audience perspective internally, helping teams understand how decisions impact supporter experience.
• Ensure communication channels are managed with excellence, timeliness, and clarity.
  
  

Qualifications

• 5 years of experience in audience engagement, donor relations, customer experience, or related roles.
• Proven experience designing and leading customer service systems and teams within a mission-driven or nonprofit organization
• Strong strategic thinking skills paired with operational excellence and attention to detail
• Demonstrated ability to analyze data, translate insights into strategy, and measure impact
• Exceptional interpersonal and communication skills
• Experience with CRM platforms and digital engagement tools
• Deep alignment with the mission, values, and heart of the organization
  
  

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