Donor Services Manager

Jimmy Jazz; Nashville (TN); On-site; USD 60,000 - 75,000; Full time

Job summary

Nashville Rescue Mission is seeking a Donor Services Manager to lead the donor services team and oversee CRM data, gift processing, and stewardship. The role combines backend data operations with frontline donor engagement, reporting, and collaboration with Development, Marketing, and Finance.

The position emphasizes accuracy, donor-centric service, timely receipting, and proactive stewardship to grow donor loyalty and mid-level gifts. Evening/weekend availability may be required for events.

Qualifications

• Experience leading donor services and CRM operations.
• Ability to manage gift processing, receipting, and reconciliation.
• Strong data analytics and reporting for donor data.
• Excellent donor stewardship and communications.
• Collaborative cross-team coordination.

Responsibilities

• Lead Donor Services staff and ensure CRM SOPs and daily gift processing.
• Oversee donor service workflows, outreach, and donor communications.
• Manage data integrity, reporting, and reconciliation with Finance and Marketing.
• Coordinate with outsourced vendors for constituent records and gifts.
• Support donor stewardship events and timely gift receipts.

Skills

CRM administration

Data analytics

Donor relations

Team leadership

Project management

Tools

CRM system

Job description

• Base Pay $59,900.00 - $74,900.00 / Year
• Employee Type FT Exempt

Description

Hope Lives Here!

At Nashville Rescue Mission, you'll be empowered to influence and impact lives. Join our team today!

Nashville Rescue Mission is actively seeking a Donor Services Manager to join our Development team. Reporting directly to the Vice President of Development & Marketing, this position leads a donor-centered department dedicated to the integrity, accuracy, and strategic utility of donor data. This unique role balances critical backend operations - including CRM database administration, financial reconciliation, and advanced data analytics with essential frontline care. You will oversee donor customer service workflows, manage proactive phone stewardship initiatives to drive donor retention, and set a "Culture of Honor" by modeling a steady, gracious, and highly collaborative demeanor across the organization.

Team Leadership & Internal Collaboration

• Hires, trains, supervises, and evaluates Donor Services staff; facilitates CRM standard operating procedure training for end-users.
• Follows, reinforces, and holds the Donor Services team accountable to established procedures, internal controls, documentation standards, and deadlines for daily gift processing, receipting, weekly reconciliation, reporting, and month-end close.
• Serves as a liaison between Development, Marketing, and Finance department staff on gift batching, posting, reconciliation, and related operations to ensure accurate and comprehensive data flow.
• Provides information needed for the preparation of tax filings, audits, accreditations, and related financial requirements.
• Manages relationships with outsourced vendors responsible for constituent records, gift processing, solicitations, and related donor communications.
• Proactively manages alerts and other tools to keep gift officers apprised of activities of assigned donors and responds quickly to donor- or team-related information needs that support timely stewardship and follow-up.
• Retention/Stewardship - supports the team with data analysis and preparation of mailing lists for stewardship and event-related activities (Ex: Christmas cards, donor appreciation events).
• Organizes any lists/tasks related to stewardship of donors by the Board, CEO, team, and volunteers.
• Participates with Development and Marketing team members in staffing special events as needed, with occasional availability on evenings or weekends.

Donor Services

• Establishes a donor-centric culture for the department, demonstrating radical gratitude for the Mission's supporters by carefully designating gifts as directed by the donors.
• Designs and executes protocols for stewarding donors and their gifts, including gift processing, receipting, acknowledging, thanking, and inspiring, to engender engagement and retention.
• Devises and implements a comprehensive system for segmentation of receipt messages (i.e., acknowledgments), regularly updated to enhance the donor experience.
• Addresses donor inquiries and requests regarding giving histories, tax receipts, recurring gift modifications, and general account updates with exceptional care and professionalism.
• Coordinates and executes a structured phone outreach strategy with the Donor Services team, making proactive thank-you calls and milestone check-ins to build meaningful relationships with donors.
• Logs donor communication touchpoints, sentiment, and updated preferences into CRM to help inform frontline fundraising strategies.
• Facilitates relational oversight of the Partners of Hope recurring giving program to maintain and grow recurring gifts from this important group of donors.
• Stewards a portfolio of donors with the capacity to give recurring or mid-level gifts to the Mission, making proactive daily touchpoints (calls, emails, cards) to satisfy relational KPIs.

Database Management/Gift Processing/Receipting

• Establishes, documents, maintains, and enforces donor-centered processes and protocols for using the CRM, including data integrity and entry, configurations, global adds/changes, quality control, and team compliance, in collaboration with the Database & IT Administrator as needed.
• Oversees processing of donations (cash, debit/credit, ACH, stock, recurring, matching gifts, external giving platforms for online giving, DAF, IRA, planned gifts, and peer-to-peer event tools).

Coordinates with the Finance and Operations teams to facilitate the processing and recording of non-cash (in-kind) assets, as well as other income.

Ensures consistent adherence to IRS and State regulations, standards of internal policies and ECFA, approved gift accounting procedures, receipting protocols, reporting requirements, and best industry practices.

Provides efficiency and effectiveness in providing accurate and timely gift receipts (generated within 48 hours upon receipt of gift).