Audience Experience Coordinator
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Overview
As an Audience Experience Coordinator at TTF, you will play a pivotal role in nurturing and strengthening relationships with our audience through various communication channels. Your focus will be on providing timely and accurate responses to our giving family and our other community audiences. You will be directly responsible for ensuring that our audience feels valued, receives accurate customer service assistance, and remains connected to our mission.
Through strategic digital and non-digital touchpoints, you will cultivate personalized experiences that enhance our giving family satisfaction, increase loyalty, and ultimately drive retention. This role requires meticulous attention to detail, strong customer service skills, and the ability to prioritize tasks effectively.
Key Responsibilities
Audience Engagement:
As an Audience Experience Coordinator at TTF, you will play a pivotal role in nurturing and strengthening relationships with our audience through various communication channels. Your focus will be on providing timely and accurate responses to our giving family and our other community audiences. You will be directly responsible for ensuring that our audience feels valued, receives accurate customer service assistance, and remains connected to our mission.
Through strategic digital and non-digital touchpoints, you will cultivate personalized experiences that enhance our giving family satisfaction, increase loyalty, and ultimately drive retention. This role requires meticulous attention to detail, strong customer service skills, and the ability to prioritize tasks effectively.
Key Responsibilities
Audience Engagement:
- Serve as the primary point of contact for audience inquiries, questions, and concerns via phone, text, and email, ensuring timely and personalized responses while assisting in the creation and implementation of tailored communication strategies
- Maintain comprehensive records of communication trends and develop templates to effectively convey the mission of TTF
- Conduct and analyze audience feedback and engagement metrics to inform improvements in communication strategies
- Collaborate on cross-departmental initiatives to ensure consistent messaging and enhance the overall audience experience through all communication channels
- Collaborate with the fundraising team to identify opportunities for engagement and cultivation events
- Maintain accurate records, track interactions, and report on key metrics related to retention, churn rates, and engagement trends
- Prioritize and escalate urgent matters to the relevant team members for timely resolution
- Monitor and respond to audience inquiries and messages across social media platforms
- Coordinate with Social Media Lead to ensure timely response during high-volume campaigns
- Bachelor's degree in communications, marketing, nonprofit management, or related field
- Experience in recurring donor community relations, fundraising, or customer relationship management within the nonprofit sector
- Experience in customer service and social media management
- Excellent interpersonal and communication skills, with the ability to build rapport and trust with our giving family members from diverse backgrounds
- Strong project management skills, with the ability to prioritize tasks, manage deadlines, and multitask effectively
- Experience with various social media platforms, HubSpot, Classy, and Monday is preferred
- Commitment to the mission and values of our organization, with a genuine passion for making a difference in the community
- Ability to work effectively in a fast-paced, dynamic environment and meet tight deadlines
- Previous experience in nonprofit fundraising or donor relations is a plus
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