Donor Relations Coordinator / Administrative Assistant

full-time position based in Ottawa, Canada

Position Summary / Objective

To provide timely world-class service to IFAW supporters and the public by promoting IFAW’s mission and brand, applying professional best practices and stewardship to acquire, retain and further engage supporters – ultimately maximising revenue, supporter satisfaction and long-term loyalty. Maintain the integrity of supporter database systems; provide administrative, organisational and operational support to the Donor Relations function and manager.

Role and Responsibilities

Donor Stewardship

• Reinforce IFAW’s mission and brand to steward donors and enquiring public to build long-term loyalty, donor retention and satisfaction
• Respond to enquiries, requests and donations received by phone, digital communications, written correspondence and in-person in a professional and timely manner
• Fulfill personalized acknowledgment letters, thank you phone calls and other strategically designed stewardship outreach efforts
• Remain current on IFAW programmes, campaigns and activities; share appropriately as part of stewardship efforts

Communications with IFAW Staff and Vendors

• Contribute to development of scripts, standard correspondence and templates for responses to enquiries from supporters and the public
• Ensure timely circulation of programme, fundraising and other pertinent information to team
• Research and follow-up with manager, appropriate staff or vendors on issues and opportunities related to programmes, direct marketing and fundraising efforts to maximise IFAW’s effectiveness and supporter engagement
• Coordinate team input and provide timely feedback and reporting regarding programme enquiries and requests, supporter trends, communications challenges, data systems, technical issues and opportunities

Donor Data Systems and Processing

• Maintain in-depth knowledge of supporter database functions, processes and procedures; investigate challenges and system issues, recommend solutions and implement changes as directed
• Ensure timely and accurate input of supporter information into donor database systems for quality, integrity and accuracy
• Process financial information relating to regular giving and other initiatives; reconcile donations on database as necessary
• Adhere to standard operating procedures, reference guides and Supporter Relations Standards of Excellence; ensure compliance with data protection and privacy requirements

Canada Specific Administrative Duties

• Provides administrative, financial, and organisational support to the Canadian Office and staff
• Processes the Canadian office payables in accordance with agreed standard operating procedures, specifically:
              - Receiving and retrieving all invoices related to goods and services provided in Canada
              - Preparation of invoices for payment including coding of expense to correct cost center,
                seeking approval from budget manager or designate, scanning /posting
                approved invoice and payment request to the portal
              - Processing staff expense reports
              - Ensures all appropriate documentation is passed to HQ and/or filed in accordance with
                the agreed systems
              - Acts as primary point of contact for suppliers and employees queries concerning
                payments
              - Weekly banking of cash/cheques
• Ensures all office equipment is operational and acts as liaison with appropriate service providers. Primary point of contact with landlord, etc. to maintain workplace.
• Monitors and orders office supplies.
• Assist with the coordination of Community Fundraising/Outreach activities.

Qualifications and Education Requirements

• Two years’ experience in administrative support and systems.
• Three years in customer or donor services or relevant experience.
• Computer proficiency and demonstrated ability to learn and develop expertise in automated systems. Broad knowledge of MS Word & Excel.
• Experience with donor/fundraising database systems a plus. 
• Bilingualism (French) an asset.
• Basic knowledge of bookkeeping.
• Strong customer/supporter focus and keen attention to detail; confidentiality a must.
• Excellent verbal and written communications skills.
• Highly motivated, commitment to excellence and strong work ethic.
• Ability to take initiative, work independently, and collaboratively on teams.
• Excellent administrative/organisational and priority-setting skills; applies sound judgment.
• Flexible; functions effectively and accurately in a changing and fast-paced environment; meets timelines.
• Fosters sensitivity to and respect for cultural differences.
• Empathy with the cause of animal welfare and a strong commitment to promoting IFAW’s mission.

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities will change from time to time to meet the needs of the department and our company.

At IFAW, we aim to create and foster a workforce that reflects and contributes to the diverse, global community in which we work to improve the lives of both animals and people.   We are dedicated to fostering justice, equity, diversity, and inclusion so we actively encourage candidates from diverse backgrounds.

To apply, please submit CV and letter of interest to recruit-ca@ifaw.org