Direct Response Fundraising Stewardship Coordinator

Operation Smile; Virginia Beach (VA); On-site; USD 42,000 - 65,000; Full time

Job summary

Operation Smile is seeking a Direct Response Coordinator to support the Sustainer and Mid-Level Giving teams. The role oversees workflow, data management, and cross‑functional collaboration with marketing agencies to ensure timely delivery of fundraising campaigns.

You will help integrate direct mail with digital channels, manage donor files, and support premium inventory, premium programs, and monthly upgrades.

Qualifications

• Bachelor's degree in Marketing or equivalent required.
• 3–5 years of professional direct marketing/nonprofit experience.
• Spanish bilingual a plus.

Responsibilities

• Direct all proofs and ensure review processes are accurate.
• Approve coding setup and coordinate with Data & Analytics for coding accuracy.
• Manage sustainer premiums and donor monthly giving upgrades.
• Collaborate with Digital team to create an omni-channel sustainer journey.

Skills

Analytical thinking

Time management

Organizational skills

Communication

Relationship building

Education

Bachelor's degree in Marketing or equivalent

Tools

Excel

BBCRM

Project management software

Job description

The Direct Response Coordinator role provides support to the Manager, Sustainer and Mid-Level Giving. This position owns workflow and project coordination with internal teams and external partners (e.g., marketing agencies) to ensure smooth campaign workflow, accurate data management, and timely delivery.

Utilizing working knowledge of direct response best practices, this position will support omni-channel strategies, integrating direct mail with digital and other fundraising methods for maximum reach and impact for monthly and high-value one-time donors. This role would be nimble to support diverse projects to continue to strengthen and optimize the Operation Smile Donor file.

Essential Functions

• Direct all proofs and ensure review processes are executed accurately.
• Approve coding setup and work with Data & Analytics to ensure accuracy of coding.
• Spot-check caging vendor QC files, ensuring sustainer information is being captured accurately.
• Manage premium inventory, with a specific focus on sustainer premiums, including a potential anniversary premium program.
• Process donor monthly giving upgrades, as backup for the Data and Analytics team.
• Review telemarketing scripts and letters for value audience campaigns.
• Handwrite thank-you notes for high-value sustainers.
• Contribute to establishing the process of active cancellation treatment for sustainers.
• Review Comment files for sustainer feedback.
• Responsible for sample library management and intranet team folder ownership.
• Document and manage MLWP and sustainer SOPs.
• Support the tracking of mid-level warm prospect audience activities, performance, and insights for monthly reporting.
• Organize, save, and manage meeting minutes and important notes.
• Collaborate with the Digital team to help create an omni-channel, integrated sustainer donor journey with our offline (mail and telemarketing) and digital fundraising efforts.
• Collaborate with external partners and internal departments to organize and execute the creative and production process and secure approvals for fundraising campaigns. Manage copy/art routing, secure feedback and approvals, and determine efficiencies in production processes or costs.
• Create and manage campaign schedules; initiate and update campaign documentation; archive final art; and perform expense reporting.
• Collaborate with the database group and finance to ensure quality control of monthly giving processes, reporting/analysis from vendors, and document business processes.
• Maintain adherence to fundraising regulations, donor privacy, and organizational brand guidelines.
• Special Projects as assigned to enhance and expand Donor Development department fundraising capacity. Provide support to wider MMFR team based on business needs (especially around Holiday Season)

Qualifications

• 3-5 years professional direct marketing and nonprofit experience required. Strong preference for candidates with sustainer file experience.
• Bachelor's Degree in Marketing or equivalent Degree.
• Preferred bilingual (Spanish)
• Experience working with donor databases. BBCRM is a plus.
• Experience collaborating with others in a complex, matrix-structured, multicultural, dynamic organizational environment.
• Analytical, planning, time management, and organizational skills required
• Exceptional communication and relationship-building skills, including the ability to write and speak clearly and effectively, with excellent listening skills. Spanish bilingual a plus.
• Excellent interpersonal and communication skills (both verbal and written), including the ability to identify and work through challenges and build strong relationships at all levels of an organization, underscored by strong judgment and emotional intelligence.
• Self-starter with an entrepreneurial and creative approach to problem-solving.
• Ability to handle multiple projects and tasks concurrently.
• Office and computer equipment skills (internet, Excel, email, electronic calendar, word processing, electronic forms, project management software, Microsoft Environment) are required.
• Willingness to exhibit values of diversity, equity and inclusion with internal colleagues, external vendors and within scope of constituent communication.

Core Competencies

• Project Coordinator and Organization - Coordinates activities, resources, timelines, and deliverables to ensure projects are completed accurately, efficiently, and on schedule.
• Attention to Detail - Demonstrates thoroughness and accuracy by consistently reviewing work, identifying errors, and maintaining high-quality standards.
• Donor Focus - Prioritizes the needs and perspectives of donors when developing, evaluating, and executing fundraising initiatives.
• Relationship Building - Developing and nurturing positive, long-term relationships with key stakeholders by understanding their needs, providing excellent service, building trust, and consistently delivering value.
• Judgement and Accountability - Demonstrates sound judgment in analyzing situations, making decisions, and setting priorities. Takes ownership for outcomes, follows through on commitments, and accepts responsibility for the quality and timeliness of work. Considers the broader organizational impact of actions and decisions, ensuring alignment with goals and standards.