Manager, Acknowledgments

Overview

Since 1972, Covenant House has served and advocated for youth and young families experiencing homelessness, human trafficking, and exploitation. Our overarching goal is to end homelessness among youth and young families by helping them achieve housing stability, heal from trauma, tap into their innate resilience, and hone their interests and skills to forge new pathways to independence. This work is carried out across Covenant House sites in 34 cities in the US, Canada, Mexico, Guatemala, and Honduras.

About the Role

Reporting to the AVP, Donor Care, the Manager, Acknowledgments is responsible for executing the acknowledgements process for CHI’s broad base of donors. You will be at the center of ensuring our many donors (individual, corporate, non-profit, peer-to-peer, etc.) feel authentically recognized for their contributions by balancing a scalable and personal acknowledgments experience through a variety of channels. The successful candidate will have a way with words (both verbal and written) to be tactful and persuasive with their audience while also leveraging organization and analytical skills to achieve success.

Essential Duties and Responsibilities

• Manage and maintain a multi-faceted and scalable acknowledgment process through EveryAction, our CRM, that coincides with other Stewardship activities for donors across revenue streams, both on a transactional and summary basis, consistently exploring how to improve the process and experience

• Partner with a cross-functional team of colleagues from the Brand & Communication team, the Development Operations team, the Donation Mail team, the Site Support team, and the Integrated Marketing team (both staff and vendor partners) to execute and improve the acknowledgment process

• Creatively problem solve using all information available to you to match contribution records to the donors who initiated them, ensuring we provide a quality donation and acknowledgment experience

• Track efficacy of acknowledgments for identified segments and use tracked data to derive insights, measure success and suggest improvements

• Review and manage exceptions to the standard acknowledgements process for both standardized exception files and new ad hoc requests

• Provide support for stewardship activities outside of acknowledgments to donors occasionally as needed, as well as provide support to Covenant House sites for their acknowledgment processes as needs arise

• Manage projects and tasks in a coherent, collaborative and organized manner

Required Knowledge, Skills and Abilities

• Exceptional oral and written communication skills across phone, video, chat, email, letters, etc.

• Excellent analytical and research skills

• Experience with effectively leveraging standard software for business environments like Microsoft 365 or Google Suite in your work

• Demonstrated competence and familiarity with CRMs, payment processors, project management software and other computer programs that support fundraising

• Experience in reviewing and developing complex processes in collaboration with cross-functional stakeholders

Required Qualifications

• 3-5 years of experience in non-profit development, customer relations, professional writing or other related experience

Preferred Knowledge, Skills, Abilities and Qualifications (Nice to Haves)

• Experience with our software stack; Microsoft 365, Microsoft Teams, EveryAction and Asana

• Prior experience managing direct reports

• Bilingual in Spanish with strong written and verbal communication

Travel Requirements

• This is a 50-50 (in-office to remote) hybrid role reporting out of our office in Manhattan. You will be initially expected to be in-office one day per week at 5 Penn Plaza until we move to our new office at 41st Street; at which time you will be expected to be in-office 2-3 days per week.

• Occasional attendance at stewardship events and meetings in Manhattan will be required as needed

• Additionally, we ask all staff to travel twice per year to New York City for our two annual in-person traditions: our Staff Day of Renewal in September and our Holiday Celebration in January.

Our Community

Our critical mission demands that we have all voices at the table. A team of diverse people, perspectives, and experiences is smarter, stronger, and more effective for our young people. At Covenant House, every team member is valued, respected, heard, and supported, and we welcome honest and courageous self-reflection on any aspects of our work that are based on biased or outdated viewpoints. We deliberately create opportunities for our staff to grow and thrive.

Covenant House International is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: CHI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CHI are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, sex, sexual orientation, gender identity, national origin, veteran status, family or parental status, disability status, or any other status protected by the laws or regulations in the locations where we operate. CHI will not tolerate discrimination or harassment based on any of these characteristics and encourages all qualified applicants to apply.

Our offices are located in Manhattan, however, this position will be remote for the foreseeable future.

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