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ACLU · 1 day ago

Manager, Sustainer Retention

New York, New York, United States

Full-time

Hybrid

Mid Level

$108K/yr - $108K/yr

The ACLU is seeking a Manager, Sustainer Retention for their Development Department at the National office. This role is crucial for growing the ACLU’s monthly giving program and involves managing marketing campaigns across various channels to engage and retain sustaining donors.

AdviceLegalNon Profit

Comp. & Benefits

Responsibilities

Manage upwards of 148 marketing campaigns annually, designed to acquire, upgrade, convert, and recapture sustainers through direct mail, email, texting, digital ads and telemarketing. Oversight will include but not be limited to managing segmentation strategies to ensure donors are receiving the right ask at the right time, data pulls to ensure that segmentation strategy was properly executed, copy review to ensure that the ACLU’s message is accurately translated into an effective ask, and bluelines to ensure final product aligns with strategy

Collaborate with multiple internal teams and external consultants to develop solicitation strategies to reach program goals, evaluate performance of individual efforts balancing both cost as well as immediate and long-term revenue, and make recommendations for strategic shifts in approach and timing in response to performance by channel

Manage telemarketing vendor call performance through close monitoring to manage quality control, review donor feedback, update talking points and manage volume and scale in response to media moments

Ensure that vendor invoices accurately reflect work promised and completed. Work with vendors to ensure that issues are corrected

Track and report on monthly sustainer billing success: success rates, month over month performance, and reported decline reasons. Use success reports to lead regular strategic planning on how to increase success rates

Handle escalated and high-dollar sustainer pledge inquiries and concerns: updating pledge details, looking into duplicate payment concerns, and similar issues

Assist in day-to-day management of direct marketing campaigns, with a focus on telemarketing, email, and text

Engage in special projects and other duties as assigned

Qualification

Multi-channel fundraisingData analysisProject managementSalesforce experienceSustainer marketing metricsJudgmentTelemarketing experienceFundraising copyCommunication skills

Required

Direct experience project managing campaigns for low dollar, multi-channel mid to large sized fundraising programs

Comfort working with large sets of data; prior experience with Salesforce products a plus

Understanding of sustainer or subscription-based marketing metrics and tactics

Ability to manage multiple priorities

Comfort communicating with donors and external partners

Ability to apply sound judgement and to maintain donor data confidentiality

Preferred

Experience with telemarketing and/or email programs

Experience with fundraising copy and scripts

Experience analyzing campaign performance and making data-informed recommendations

Benefits

Time away to focus on the things that matter with a generous paid time-off policy

Focus on your well-being with comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment)

Plan for your retirement with 401k plan and employer match

We support employee growth and development through annual professional development funds, internal professional development programs and workshops