ALSAC/St. Jude

Manager - DEM Experience Quality&Measure

US-TN-Memphis
4 weeks ago
Position ID
2017-12744
Employment Status
Regular Full-Time
Category
Call Center

Overview

ALSAC exists to raise funds and awareness for St. Jude Children’s Research Hospital. Our staff is dynamic and diverse. Our skills are different, our professions are varied; but our mission is the same: support the lifesaving mission of St. Jude. It’s more than a job; it’s a place where you can do what you love, and love why you do it.

  • #1 Hospital Charity in the Nation
  • #1 Health Non-Profit Brand of the Year
  • 94% of Employees Agree ALSAC is a Great Place to Work
  • Ranked a Top 10 Non-Profit Organization by Revenue

Job Purpose

Serves as a champion of “executing with quality” embedding donor experience measurement, improvement and governance into the culture of ALSAC. This includes both reactive and proactive processes aligned to core Donor Experience principles of “Get the Basic Right” and “Donor-Centric Culture”. This role is responsible for developing and managing a comprehensive measurement system based on the Net Promoter Score and other donor loyalty metric, for maturing the donor issue resolution process and for leading efforts to involve the organization with donor experience improvement projects and project management. As the leader over DEM’s experience quality practice, this role is responsible for hiring, develop and leading a high performing team. 

Requirements

  • Requires knowledge of advanced data analytyics, business intelligence tools, CRM systems, measurement systems and project management.
  • Requires experience in leading new organizational projects both strategically and technically, in developing people and teams, and in motivating others into taking action.
  • Requires strong skills in interpersonal relationship, negotiating and conflict resolution.
  • Requires the ability to utilize and analyze complex sources of data.
  • Requires the ability to compile information in a way that is easy for the organization to understand and use.
  • Speak and write in a clear and understandable manner for internal/external communications.
  • Ability to manage multiple, competing projects and allocate resources and time effectively.
  • Knowledge normally acquired through a bachelor’s degree and 5-7 years of experience in marketing/sales strategy, information systems or customer experience.
  • Have at least 2-3 years of hands-on data analytics experience utilizing analytical tools such as SPSS, Business Objects or other comparable products Have at least 2-3 years of management or large-scale project management experience.
  • MBA preferred.
  • Customer experience management experience preferred.
  • Must possess a valid driver’s license.

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