Description

Description

Innovairre - WE HELP PEOPLE WHO HELP PEOPLE

We make great things happen for some of the world's most vibrant organizations. We are the worldwide leader in non-profit fundraising. The company serves more than 500 marketing agencies, non-profit organizations, and commercial clients, with 4000+ employees working across five different continents and 28 countries around the world. Our direct marketing services deliver results utilizing our in-house production, design capabilities, data and digital expertise, and fully integrated approach producing timely and cost-efficient direct mail packages for our worldwide clients.

Job Summary

Make an impact where it matters most; with the nonprofits changing the world.
Are you a detail-oriented communicator who thrives on helping people, improving processes, and leading by example? As a Donor Services Lead, you'll play a key role in ensuring that every donor interaction is handled with accuracy, empathy, and care while supporting the missions of incredible nonprofit organizations across the country.
This is a hands-on role for someone who enjoys being the go-to person for all things donor services. You'll help keep daily operations running smoothly, build strong client relationships, and collaborate with teammates to improve processes and ensure every detail - from data entry to donor thank-you letters - reflects care and accuracy.

Please note: This is an onsite position based in Milford, New Hampshire. It is not eligible for remote work.

Responsibilities and Activities:

• Acts as the primary liaison for assigned nonprofit clients, ensuring their needs and brand standards are met.
• Handles day-to-day client communications, reporting, and problem-solving for assigned clients with professionalism and care.
• Ensures client communications reflect the mission and values of each client.
• Assists with handling complex or escalated inquiries, setting the tone for excellence in service.
• Collaborates on mentoring donor services representatives, providing guidance and coaching to build confidence and consistency.
• Supports training initiatives, procedure updates, and continuous improvement projects.
• Partners with leadership to refine workflows and elevate team performance.
• Oversees daily and weekly balancing for assigned client accounts and ensure timely, accurate reporting.
• Manages data imports/exports, invoice reconciliations, and postal funding reviews for assigned accounts.
• Leads quality control reviews and maintain meticulous transaction and compliance records.
• Handles donor correspondence - from acknowledgements and declines to various administrative mailings.
• Maintains data integrity through careful file validation, recordkeeping, and testing during system updates.
• Supports compliance audits and documentation processes to ensure transparency and trust.
• Works closely with internal teams to align on client needs, resolve discrepancies, and improve donor experiences.
• Provides occasional coverage for inbound/outbound call centers and client-specific projects.
• Performs additional responsibilities as required to ensure the team's success.

EEO Statement
We are an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, religion, color, national origin, sex (including pregnancy and gender identity), sexual orientation, transgender status, disability, age, family or marital status, genetic information, military or veteran status, and other protected status as required by applicable law. At our Company, we have a clear vision: to foster and maintain a supportive and cooperative workplace that celebrates uniqueness and advances equity. We pride ourselves on helping people help people, and we know our company runs on the hard work and dedication of our passionate and creative employees. Diversity, Equity, and Inclusion is more than a commitment at our Company--it is in everything that we do.

Benefits
We offer medical, dental, and vision insurance, retirement savings plan, long and short-term disability, life insurance and employee assistance programs. We also offer PTO, holidays, sick days & volunteer days and tuition assistance.