The Telemarketing manager is a cross-cutting role that will seek to improve all of the organization's phone engagement. Housed in the Monthly Giving Retention team within the Fundraising department, the Telemarketing Manager's key responsibilities will be to maximize income from our existing file while strengthening and supporting our acquisition and conversion programs
This position will seek to bring best practices to all forms of telephone contact throughout the organization through a rigorous testing program and research into best practices and leading the implementation of compelling trainings programmes. The manager will also present campaign content to outside call vendors. This position requires extensive travel within the US.
Job Requirements
1. Work with program managers to achieve income and engagement targets. In coordination with program managers, create telemarketing strategies, and income and expenditure targets that realize ambitious acquisition and retention goals.
2. Engage donors, supporters and prospects through inspirational direct phone communication. Develop telephone scripts aimed at acquiring, reactivating, retaining, and upgrading donors and prospects. Work with out of house vendors and in-house callers to fine tune scripts for best results.
3. Promote best practices on supporter engagement through phone communication. Maintain knowledge of best practices in the industry and other organizations (through research, workshops, conferences, benchmarking and personal contacts), as well as other Greenpeace offices.
4. Develop and roll out innovative testing on phone programs and spread findings throughout organization.
5. Rollout trainings to callers to ensure the best phone experience for our supporters. Inspire callers with our campaign work and perfect technical skills related to closing a gift, response cycles, etc.
6. Develop new call programs that help diversify channels of engagement. Work with key stakeholders to develop a call strategy, intensive caller training and feedback, regular reporting, and close monitoring to ensure each program's success.
7. Monitor ongoing phone communications. For more mature phone programs, monitor campaign results, callers, and strategies regularly to ensure consistent call quality.
8. Participate in Greenpeace International (GPI) regional TM skill shares, and be involved in the different GPI TM forums whenever appropriate.
9. In consultation with program managers and the data team ensure that effective telemarketing selection criteria are used, set operational KPI's per segment, schedule for export and import of TM files, and prioritize and request data statistics needed for proper evaluation and optimization of telemarketing programs.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Ability to manage complex projects from creation to completion.
• Analytical problem solver with a strong attention to detail.
• Proficiency in Excel and Word.
• Ability to write and edit fundraising solicitations.
EXPERIENCE/ACCOMPLISHMENTS
• A minimum of 5 years telemarketing fundraising experience (preferably with the not-for-profit sector)
• Previous experience managing external high volume telemarketing programs and budgets
• A working knowledge of current fundraising industry practices.
• A proven track record in establishing and achieving fundraising goals and working as part of a team.
• Testing experience, including analysis and rollout of successful tests.
• Commitment to peaceful protest and civil disobedience as one method of driving social change.
Apply Here: http://www.Click2Apply.net/vjztddgmdr
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