Manager WashU BearLine, Direct Marketing & Participation - University Advancement

About this role

Location ST. LOUIS, MO 63130

 Scheduled Hours 37.5

Position Summary The Manager WashU BearLine, Direct Marketing & Participation (student calling program) will support the execution of engagement-centered programs and sophisticated, omni-channel outreach/solicitation campaigns aimed to drive alumni donor participation, build lifetime loyalty, and raise maximum spendable dollars for WashU’s top Annual Fund priorities. This position manages the student employees, including hiring, training and managing calling shifts for the program. The center operates Sunday – Thursday 4pm to 8pm. The working hours for this position will typically be 12:00 pm – 8:30 pm, Sunday – Thursday, with flexibility to schedule to allow attendance at meetings as necessary outside of this schedule.

The Manager WashU BearLine, Direct Marketing & Participation reports to the Associate Director, Direct Marketing & Participation and will be a part of the Annual Giving Programs workflow team, working in close collaboration and partnership with Advancement Communications, Alumni & Constituent Engagement, Donor Relations, and other internal partners and external vendors.

Job Description

Primary Duties & Responsibilities:

Student Calling Program • In close collaboration with the Associate Director, Direct Marketing & Participation, Annual Giving leadership, and other internal partners, lead the day-to-day management of our Student Calling Program. • Provide direct supervision of approximately 35-40 student employees within the WashU BearLine Student Calling Program. Ensure relevant recordkeeping, timekeeping, compensation, and other appropriate HR processes are followed in accordance with UA and WashU policies and standard operating procedures. • Champion, and grow the internal culture of the Student Calling Program and ensure WashU’s BearLine is an exceptionally positive experience for both our students in the room and our alumni on the phone. • Oversee the recruitment and retention of outstanding undergraduate and graduate students to serve as Student Ambassadors. Ambassadors are expected to define and exhibit WashU’s unique culture of philanthropy and serve as advocates for WashU and University Advancement. • Coordinate Ambassador training, coaching, and performance oversight. In collaboration with student leadership, translate culture and formal responsibilities into gamified incentive and recognition programs. Partner with UA colleagues to facilitate professional development events, informational sessions on WashU updates, unique networking with/access to university leaders, etc. • Coach and empower Student Ambassador Managers to carry out the program’s goals and objectives. Advise and support Shift Leaders to drive the BearLine Student Calling Program culture and to help identify our areas of growth and areas of strength. Regularly solicit and document feedback from Student Ambassadors; develop recommendations for continued growth and enhancement of the Student Calling Program. • Design shift schedules and manage tasks and special projects delegated to Student Ambassadors. Seek to facilitate and fulfill staff and donor requests as directed. Ensure Operational Teams are organized and successfully carrying out their scope of work; provide insight and develop solutions to help remove roadblocks as necessary. • Execute calling, texting, and other communication strategies to engage alumni and other constituents. 

Phone Program Operations • In partnership with the Associate Director, Direct Marketing & Participation, manage the day-to-day logistics of our calling program, including center operations. • Ensure the live “call back” line is seen as the Shift Leaders’ highest priority and every call is answered in a reasonable amount of time. Document all alumni/donor interactions. • Inform and coach Student Ambassadors on how to manage conversations related to recent campus announcements and other newsworthy events. Document and report comments as appropriate. Escalate unreported/unknown incidents to leadership for review. • Process over-the-phone gifts through the calling program software. Ensure donor outreach for various follow-up activities are completed timely and accurately. • Provide enhanced coaching and oversight to Student Ambassadors that are assigned solicitation campaigns. Ensure gifts are accurately processed or donors’ intention to give are properly documented for appropriate follow-up action. • Utilize phone program software solutions to ensure all calling, texting, and video message campaigns are carried out in accordance with strategy and standard operating procedure. Support data integrity and hygiene efforts.

Provide direct supervision of approximately 35-40 student employees within the WashU BearLine Student Calling Program. Ensure relevant recordkeeping, timekeeping, compensation, and other appropriate HR processes are followed in accordance with UA and WashU policies and standard operating procedures.

Track activities, generate reports, and provide regular updates of various metrics pertaining to duties of this role, as needed. Collaborate with colleagues on programs and projects that overlap with those stated above. Assist, as necessary, with Annual Giving Programs and other relevant University Advancement events and campaigns. Undertake additional projects or perform other duties as assigned by the Associate Director and Senior Director, Direct Marketing & Participation, and Executive Director of Annual Giving Programs.

Perform other duties as assigned.

Working Conditions: Job Location/Working Conditions • Normal office environment • Flexible schedule and hybrid working arrangements (remote one day/week). • Ability to work overtime occasionally, nights and weekend for center operations. • The center operates Sunday – Thursday 4pm to 8pm. The working hours for this position will typically be 12:00 pm – 8:30 pm, Sunday – Thursday, with flexibility to schedule to allow attendance at mee

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