Bilingual Donor Care Coordinator

This position is covered under CUPE Bargaining Unit

Save the Children believes every child has the right to a future. In Canada and around the world, we do whatever it takes – every day and in times of crisis – to support children to fulfill their rights to a healthy start in life, the opportunity to learn, and protection from harm. With over 100 years of experience, Save the Children is the world’s first and leading independent children’s organization – transforming lives and the future we share.

Reporting to the Donor Care Manager, the Bilingual Donor Care Coordinator enhances the donor experience at Save the Children by providing donor stewardship, managing retention activities at all levels of giving, including one-time gifts and recurring gifts, and ensuring accuracy in gift processing, tax receipting, and communications. Working closely with the database team, internal interest holders and fundraising leads, this also facilitates gift processing for the major gift, corporate, foundation and planned gift portfolios.

Fluency in spoken and written French and English is required, as this position is responsible for serving Save the Children’s French-speaking constituents, including the translation of basic French donor materials (such as emails, letters, tax receipts).

• Handle inbound and outbound donor communications across all channels, including those from English and French-speaking donors and members of the public.
• Ensure timely delivery of donor communications (receipts, welcome packs, thank you calls).
• Support in the delivery of all donor care and stewardship of gifts related to Major Gifts, Corporate, Estate, and Planned Giving portfolios.
• Deliver tax receipting and donor acknowledgments in line with best practices and ensure compliance with CRA regulations.
• Oversee all donor fulfilment and acknowledgments according to the requirements of individual fundraising campaigns, channels and activities.
• Play a leading role in donor retention and winback activities, including the donor cancellation and re-engagement processes.
• Responsible for handling all inquiries received from French-speaking donors and non-donors, including English to French translation of donor materials and annual update of donor communications.
• Process donations and returned mail accurately and in a timely manner.
• Data entry, including creating new records and updating existing records in the CRM.
• Support in the processing of gifts related to Major Gifts, Corporate, Estate, and Planned Giving portfolios.
• Support vendor file processing (e.g. donations made via 3rd party, F2F or telemarketing).
• Provide regular updates to Resource Development colleagues and other internal stakeholders, on key Donor Care activities and results.
• Support the annual audit and requests for information.

• Bilingual fluency in both written and spoken French and English is required.
• Demonstrated proficiency in translating English to French communications in a professional setting, and/or writing and editing bilingual communications.
• A minimum of 1-3 years of relevant work experience in customer or donor care; experience working in a fundraising and/or not-for-profit environment strongly preferred.
• Experience in International Development, Non-Governmental Organization (NGO/INGO), or other not-for-profit sectors is preferred.
• Knowledge of CRM and fundraising software and databases is preferred.
• Proven knowledge of fundraising, donor stewardship, and donor relations best practices.
• Good communication, interpersonal, and teamwork skills for diverse audiences to build strong working relationships across cultural and organizational settings, both internally and externally.
• Displays analytical and problem-solving skills to support initiatives with demonstrated adaptability to support change management for successful task implementation.
• Proficiency with Microsoft applications (Excel, Word, PowerPoint, Outlook)
• Considers organizational strategy and thinks creatively to support innovative initiatives and collaborations that deliver benefits for the children…