Manager of Donor Communications (Piedmont)

At The Blood Connection, every role plays a part in saving lives. Join our team and help make an impact in your community today!

Position Overview

The Manager, Donor Communications & Analytics is responsible for leading the execution, analysis, and optimization of outbound donor communications that support collection goals, inventory needs, and production objectives. This position oversees the development of donor communication strategies, donor segmentation, campaign deployment, communication analytics, and staff responsible for communication operations and reporting.

This role combines communication execution with data-driven decision making to ensure donor outreach efforts generate the greatest possible impact on appointment activity, donor participation, product-specific recruitment goals, and organizational collection targets. The Manager serves as the operational leader for mass donor communications, utilizing donor behavior trends, response metrics, inventory conditions, collection forecasts, and eligibility data to determine communication priorities and maximize recruitment effectiveness.

Working closely with Production Planning, Donor Recruitment, Operations, Customer Service, and Information Technology, this position ensures communication resources are aligned with organizational needs and that donor outreach activities support blood supply requirements across all markets.

Essential Functions

• Supervises Communications Coordinators, Analytics Coordinators, and other assigned team members.
• Oversees the execution of outbound donor communication campaigns across email, SMS, direct mail, automated calling, and other communication channels.
• Prioritizes communication activity based on inventory conditions, collection goals, appointment gaps, donor demand, and operational needs.
• Monitors campaign deployment to ensure communications are delivered accurately, timely, and to the appropriate donor populations.
• Oversees donor list development, segmentation, communication includes and excludes, and eligibility-based targeting.
• Ensures proper utilization of donor management, CRM, and communication systems.
• Reviews communication performance and donor response metrics to identify opportunities for improvement.
• Coordinates urgent recruitment appeals and shortage communications as needed.
• Provides coaching, training, and guidance to communication and analytics staff. Weekly:
• Develops and manages communication deployment plans supporting organizational collection targets.
• Reviews communication calendars and campaign schedules to ensure alignment with production needs.
• Evaluates donor response rates, appointment generation, conversion performance, and communication effectiveness.
• Reviews donor eligibility trends, donor frequency performance, and re-engagement opportunities.
• Oversees donor list strategy, segmentation methodology, and targeting effectiveness.
• Coordinates communication priorities with Production Planning, Donor Recruitment, Operations, Collections, and Customer Service leadership.
• Reviews communication workload, staffing needs, and resource allocation.
• Identifies opportunities to increase donor participation through improved targeting and communication strategies. Monthly:
• Develops communication strategies designed to support collection forecasts and inventory requirements.
• Reviews communication performance against established goals and key performance indicators.
• Provides leadership reporting on communication effectiveness, donor engagement trends, campaign performance, and operational impact.
• Evaluates return on communication investments and recommends process improvements.
• Reviews donor recruitment effectiveness by donor type, product type, market, and communication channel.
• Maintains departmental procedures, standards, dashboards, and reporting tools.
• Reviews employee performance, development plans, and departmental goals. Miscellaneous:
• Contributes to the overall goals of donor engagement.
• Attends educational programs and meetings.
• Other duties as assigned or required.

Minimum Qualifications

• Bachelor's degree preferred in Business Administration, Operations Management, Data Analytics, or Communications
• Equivalent combination of education and relevant leadership experience may be considered.
• Minimum 2 years of experience leading operations, production planning, analytics, customer engagement operations, CRM administration, donor communications, or related business functions.
• Minimum 2 years of direct supervisory experience, including employee development, performance management, and workload prioritization.
• Experience managing high-volume workflows, business processes, or customer communication operations preferred.
• Experience utilizing data, reporting, and performance metrics to drive operational decisions and improve outcomes preferred.
• Experience managing competing priorities in a fast-paced, deadline-driven environment.
• Experience with CRM, scheduling, planning, or business management systems preferred.
• Very knowledgeable in the use of Microsoft Office
• Excellent customer service skills
• Ability to communicate effectively, tactfully, and courteously to patrons, donors, sponsors, and co-workers
• Ability to organize and prioritize workload and meet deadlines Physical Demands The physical demands described her are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Lifting up to 25 pounds
• Sitting, standing, or walking for an extended period
• Bending and twisting Equal Opportunity Employer Veterans/Disabled