[Hiring] Donor Experience Specialist @Mercy For Animals

Role Description

The Donor Experience Specialist plays a key role in delivering a consistent, high-quality donor experience for mid-level and emerging donors. This role is responsible for executing donor communications and engagement strategies across a large and diverse group of supporters. Working within established systems and journeys, the Specialist ensures that donors receive timely, personalized touchpoints that reinforce their connection to Mercy For Animals and support long-term retention and upgrade. This is an ideal role for someone who is highly organized, detail-oriented, and passionate about creating meaningful donor experiences at scale.

• Scaled Donor Communications & Engagement
  • Execute segmented donor communications across email and related channels for mid-level and emerging donors.
  • Support recurring communication cadences, including monthly and quarterly outreach.
  • Ensure communications are delivered accurately, on time, and aligned with established messaging and segmentation strategies.
• Lifecycle & Milestone Touchpoints
  • Manage donor lifecycle touchpoints such as birthdays, giving anniversaries, and milestone recognition.
  • Draft and deploy content across channels, including email, video, and voicemail.
  • Ensure donors receive timely and thoughtful recognition throughout their relationship with Mercy For Animals.
• Upgrade Pathway Execution
  • Refine and execute donor engagement journeys designed to deepen engagement and identify upgrade-ready supporters.
  • Monitor engagement activity and flag donors demonstrating increased interest or readiness for deeper relationship management.
  • Coordinate with Relationship Managers and the broader team to support donor movement across pipelines.
• Stewardship & Donor Acknowledgement
  • Support preparation and delivery of donor acknowledgements, including customized communications for restricted gifts and key interest areas.
  • Ensure donor intent is accurately reflected in stewardship communications.
  • Maintain high standards of accuracy, tone, and responsiveness in all donor-facing materials.
• Experience Quality & Consistency
  • Ensure consistency across donor touchpoints, maintaining a cohesive and high-quality experience.
  • Identify gaps or inconsistencies in execution and flag opportunities for improvement.
  • Support ongoing refinement of donor experience processes in partnership with the Manager, Direct Response & Donor Experience.

By the end of the first 12–18 months, you will have:

• Strengthened consistency and quality across mid-level donor communications.
• Improved timeliness and execution of lifecycle and stewardship touchpoints.
• Supported increased donor engagement and retention across targeted segments.
• Helped identify and surface donors ready for deeper relationship management.
• Contributed to a more scalable and reliable donor experience system.

Qualifications

• Experience in donor communications, customer engagement, or a related field.
• Strong written communication skills with attention to tone and detail.
• Highly organized with the ability to manage multiple projects and deadlines.
• Comfortable working within systems and executing established processes.
• Ability to identify patterns and flag opportunities for improvement.
• Experience working with CRM or donor databases preferred.
• Commitment to Mercy For Animals’ mission and values.
• Commitment to continued personal and organizational growth in diversity, equity, inclusion, and justice principles.