Associate, Donor Experience

Posted: September 18, 2019

Region: Flexible within Canada

Status: Permanent Full-Time

The Canadian Red Cross Society (CRCS), a non-profit, humanitarian organization is seeking a bilingual Associate, Donor Experience to join our National Direct Marketing Team.  This is a unique opportunity to work with a world recognized brand, humanitarian organization dedicated to helping Canadians, as well as the most vulnerable throughout the world.

Reporting to the Team Lead, Donor & Customer Experienceyou will support the vision and mission of CRC and the National Direct Marketing team by contributing to the development and maintenance of a best-in-class Donor Relations team.

Who you are:

With your exceptional experience in customer service, you will be instrumental responding to inquiries from donors and the general public in matters relating to our direct marketing and other programs and services offered by the Canadian Red Cross

You excel in a matrix environment and will understand and value the need to work collaboratively with colleagues in a structure that is designed around the philosophy of “One Red Cross”.  You who will bring creativity, ambition and collaboration.

You are a dynamic, experienced individual who embraces the fast-paced environment of an organization that responds to the key issues of our time.


You will Enjoy:

Culture: an organization that is guided by our fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity and universality

Opportunity: to work with the best and brightest in the non-profit field, in an environment that promotes continuous learning, creativity and collaboration

Flexibility: alternative work arrangements and paid time off for those “life happens moments”

Employee Benefits:  comprehensive health and dental plan, pension plan with matching contributions and competitive vacation entitlements

Meaningful Work:  the opportunity to grow and learn through meaningful work at one of Canada’s largest non-profit organizations

In this role you will:

  • Respond to donor and general public inquiries received via multiple channels
  • Document actions taken, and decisions made in our donor database
  • Foster relationships with donors by adding value to each interaction
  • Track feedback, complaints, issues and concerns heard or read from donors or the public
  • Share “voice of the donor” by capturing complaints, suggestions, inquiries and other questions from donors to be shared to the National Direct Marketing team
  • Investigate donor issues that are escalated from our Contact Centre
  • Facilitate Quality Assurance program

We’re looking for:

  • Post-secondary education

  • 1-3 years of job-related work experience in a customer, client or donor service role

  • Must be fluent and have strong verbal and writing skills in French and English

  • Strong customer/client/donor service skills

  • Interpersonal skills with teammates, internal stakeholders and external donors/members of the public

  • Ability to use precedents and existing documentation to solve problems

  • Tact in dealing with vendors, donors and other groups within the CRC

  • Ability to share constructive feedback as heard from donors

  • Ability to work effectively in a virtual team environment

  • Ability to use a Customer Relationship Management (CRM) system


Please note that there is no relocation package for this position.

The Canadian Red Cross Society is an equal opportunity employer.

While we appreciate all responses, only candidates under consideration will be contacted.  We kindly ask not to send in duplicate copies of your resume. No phone calls please.

To apply for this position, please click here.