Donor Service Specialist (part-time)

Overview

The Donor Development Unit aims to maximize the value of each donor's contribution throughout their donor life, using the main direct marketing channels and with optimal management of the relationship with donors.

Reporting to the Head of Donor Development, the Donor Service Specialist is responsible for the operational management of Donor Services activities, ensuring compliance with budgeted costs and revenue targets, while maximizing satisfaction, loyalty, and long-term value of MSF donors.

Responsibilities

Strategy & Service Model:

• Defines and implements the Donor Service operational strategy, identifying the most effective and efficient service delivery model.
• Continuously reviews and improves Donor Service processes to enhance donor experience, service quality, and operational efficiency.
• Proactively identifies innovation opportunities (tools, workflows, technologies) to improve donor contact and care.

Outsourcing & Supplier Management:

• Manages the relationship with external suppliers providing outsourced Donor Service activities.
• Oversees contracting, service design, planning, and performance monitoring of the external call center.
• Ensures compliance with SLAs, quality standards, data protection, and cost containment targets.
• Leads regular performance reviews with suppliers and defines corrective and improvement actions when needed.

Quality Assurance & Training:

• Guarantees high-quality donor service through defined quality standards and monitoring systems.
• Coordinates training and knowledge updates for external operators, aligning with MSF values, tone of voice, and donor care standards.
• Ensures consistent handling of donor inquiries, complaints, and sensitive cases.

Operational Coordination & Process Optimization:

• Identifies and improves back-office processes related to Donor Services, coordinating with Database & Analysis and internal Donor Care teams.
• Ensures smooth and effective collaboration between external Donor Service and internal Donor Care for resolving complex or escalated donor requests.
• Oversees the management of the toll‑free number and other donor contact channels (phone, email, digital tools, CRM systems).

Monitoring, Reporting & Budget Control:

• Monitors KPIs related to service levels, quality, donor satisfaction, retention, and operational costs.
• Produces regular reporting and analysis to support decision‑making and continuous improvement.
• Contributes to budgeting, forecasting, and financial control of Donor Service activities.

Compliance & Risk Management:

• Ensures Donor Service operations comply with legal, ethical, and organizational requirements (e.g., GDPR, data security, MSF policies).
• Identifies operational risks and defines mitigation actions related to donor data, service continuity, and reputation.

Stakeholder Management:

• Acts as a key point of contact for internal stakeholders (Fundraising, IT, Finance, Data, Communications).
• Contributes to cross‑functional projects impacting donor experience and donor lifecycle management.

Qualifications

Essential requirements:

• At least 3 years of experience in similar or related roles (Donor Care, Customer Service, Call Center Operations, Fundraising, CRM).
• Proven experience in managing outsourced services and external suppliers, including SLA monitoring and performance management.
• Strong operational and process management skills, with a focus on service quality, efficiency, and cost control.
• Experience in monitoring KPIs and reporting on service performance and donor satisfaction.
• Confidence in working with CRM systems and donor databases.
• Basic knowledge of data protection and GDPR principles.
• Strong communication and stakeholder management skills, with a donor‑centric mindset.

Behaviour skills:

• Behavioral flexibility.
• Emotion and stress management.
• Result and quality orientation.
• Planning and organization.
• Initiative and innovation.

Added value:

• Fluent Italian and English.

Conditions

Contract: Fixed‑term contract of 12 months with potential extension. Part‑time. Level II of Italian CCNL of Commerce.

Gross Annual Salary: min 33 160,96 € – max € 40 209,96 € (salary will be commensurate to the part‑time and depending on the experience of the selected candidate).

Starting date: 01/07/2026

Location: Hybrid, MSF Italy Rome office and from home.