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Client Experience Manager

We are a full-service Canadian fundraising agency on a mission to inspire fundraising and make our world a better place. We do this by partnering with some of the largest and most respected charities in Canada and provide world-class fundraising experiences by phone that raise funds for child sponsorship, international relief and development, healthcare, animal protection, and other worthwhile causes.

We are currently looking for a Client Experience Manager to join our innovative and fast-growing team.

You will be responsible for overseeing and managing fundraising campaigns, including their setup, implementation, delivery and wrap up, and you will work closely with cross-functional internal and client teams to ensure deliverables are met on time and on budget. You will manage day to day reporting and client communication. You should be a natural task-manager, organized and detail-minded, and thrive on taking ownership of teams and projects. You are solutions and outcome-focused. You are technically savvy, proficient with data reporting in excel and comfortable with current BI tools. You work well on a team but are independently driven. And most importantly, you have great communication skills with a proven track-record of success in a fast-paced environment. Previous call centre or agency experience is strongly preferred but not required.

This is a full-time, permanent, work-from-home position, available across Canada.

Job Description:

Working independently on structured daily and weekly data and reporting processes
Ensure all tasks completed or addressed on time and all respective internal stakeholders know the status of deliverables
Work closely and maintain excellent communication with internal departments and key client contacts on a day-to-day basis
Help facilitate the planning and execution and monitoring of ongoing and upcoming campaigns
Organize and update reporting tools to help facilitate internal and external status meetings
Collaborate with internal team members to support existing campaigns in tracking issues and providing resolutions
Produce meeting agendas, call notes, trackers, and budgets, and ensure pre-work and research is done prior to meetings
Work closely with team members to manage timelines and follow-up on tasks as needed to ensure deliverables are met
Always work to continually improve the process, task, campaign, communication and client management experience
Provide thought leadership in ways of improvement, keeping up to date on relevant product knowledge, consumer and industry trends
Be proactive and contribute to the greater good of clients by always communicating questions, comments, concerns, or be ready to take on additional responsibilities

Skills You Should Bring:

Strong attention to detail and proficiency with Excel, Google Sheets, Slides, & Docs
Demonstrated analytical skills and ability to interpret and summarize data into insights
Strong organization and time management skills and ownership
Ability to work collaboratively in a team environment and can work independently as well
A solutions-focused, open mindset, that enjoys troubleshooting and problem-solving

Job Qualifications:

Bachelor's Degree or higher
You can provide a professional home office environment
You love talking to people and are a great communicator (written, verbal & presentation)
You are results minded and enjoy a competitive environment
You have call centre, sales, or customer service experience, although this is not required
You are looking for full-time hours, 40 hours a week

About Inspire

Inspire is a Canadian fundraising agency and we're on a mission to inspire fundraising. We are the agency of choice and provide a warm and friendly voice to the largest and most respected charities in Canada. Our team is passionate, engaged and extremely effective.

Inspire is committed to Employment Equity and Diversity. We do not discriminate against any employee or applicant for employment because of national origin, race, religion, ethnicity, age, disability, sex, sexual orientation, gender identity, veteran status or any other federal, provincial, or local protected class. We welcome and encourage applications from persons with disabilities. Accommodations are available upon request for candidates who participate in all aspects of the selection process.

Please note: We thank everyone for their interest however only the best qualified candidates may be contacted.

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Client Experience Manager