Manager, Sustainer Retention, Nationwide Membership

The ACLU seeks applicants for the full-time,
term limited position of Manager, Sustainer Retention in the Development Department of the ACLU’s National office in New York, NY
. This is a hybrid role that has in-office requirements of two (2) days per week or eight (8) days per month. This is a three-year term-limited position.

The ACLU’s passionate community of donors and activists is stronger than ever. The mission of the ACLU’s Development Department is to unlock the full potential of donors and the ACLU as partners in the creation of a more perfect union. We pursue our mission by building long-term donor relationships and organizational partnerships, by demonstrating impact in response to threats, by taking interest in our donors and facilitating personal action, by being accountable stewards of their funds, and by asking donors to consider giving the ACLU their full support.

This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU).

Reporting to the Associate Director, Sustainer Retention
, the Manager will be key to growing the ACLU’s Guardians of Liberty monthly giving program. Representing over 60% of the c4 funding raised by the Nationwide Membership team, monthly donors are the centerpiece of the ACLU’s Nationwide Membership program. This position will be responsible for helping to manage marketing efforts across multiple channels to acquire, convert, retain, upgrade and recapture sustaining donors.

• Manage upwards of 148 marketing campaigns annually, designed to acquire, upgrade, convert, and recapture sustainers through direct mail, email, texting, digital ads and telemarketing. Oversight will include but not be limited to managing segmentation strategies to ensure donors are receiving the right ask at the right time, data pulls to ensure that segmentation strategy was properly executed, copy review to ensure that the ACLU’s message is accurately translated into an effective ask, and bluelines to ensure final product aligns with strategy.
• Collaborate with multiple internal teams and external consultants to develop solicitation strategies to reach program goals, evaluate performance of individual efforts balancing both cost as well as immediate and long-term revenue, and make recommendations for strategic shifts in approach and timing in response to performance by channel.
• Manage telemarketing vendor call performance through close monitoring to manage quality control, review donor feedback, update talking points and manage volume and scale in response to media moments.
• Ensure that vendor invoices accurately reflect work promised and completed. Work with vendors to ensure that issues are corrected.
• Track and report on monthly sustainer billing success: success rates, month over month performance, and reported decline reasons. Use success reports to lead regular strategic planning on how to increase success rates.
• Handle escalated and high-dollar sustainer pledge inquiries and concerns: updating pledge details, looking into duplicate payment concerns, and similar issues.
• Assist in day-to-day management of direct marketing campaigns, with a focus on telemarketing, email, and text.
• Engage in special projects and other duties as assigned.

• Be committed to advancing the mission of the ACLU
• Center and embed the principles of equity, inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives
• Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts

• Direct experience project managing campaigns for low dollar, multi-channel mid to large sized fundraising programs
• Comfort working with large sets of data; prior experience with Salesforce products a plus
• Understanding of sustainer or subscription-based marketing metrics and tactics
• Ability to manage multiple priorities
• Comfort communicating with donors and external partners
• Ability to apply sound judgement and to maintain donor data confidentiality
• Experience with telemarketing and/or email programs, preferred
• Experience with fundraising copy…