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Senior Associate, Customer Success

Publicado por
Cradles to Crayons
|
Chicago, IL
Novo
|
Publicado há 29 dias

LOCATION:

Massachusetts/Pennsylvania/Illinois (Existing C2C Market)

ABOUT CRADLES TO CRAYONS:  

Cradles to Crayons® (C2C®) believes that all children deserve the essentials they need to feel safe, warm, ready to learn, and valued. Founded in 2002, Cradles to Crayons provides children from birth through age 12, living in homeless or low-income situations, with the essential items they need to thrive—at home, at school, and at play—for free. C2C sets a gold standard of individual, family, and corporate volunteer engagement, and through its “Giving Factories®” provides unique, hands-on opportunities to directly help local families. Headquartered in Boston, MA, C2C opened in Philadelphia in 2007, Chicago in 2016, and New York City via an innovative online platform, Giving Factory Direct, in 2020. 

How Our Model Works: Two in five children in the United States—20 million—are at risk of Clothing Insecurity and going without other basic essentials. Through its three Giving Factory warehouses, Cradles to Crayons collects new and nearly new children's clothing, diapers, school supplies, and other essential items through bulk purchases, community and corporate drives, and individual donations. These items are sorted and packaged by volunteers and then distributed through a network of nonprofit service partners, schools, and government programs. Cradles to Crayons is also known for its excellence in volunteer management, providing an efficient and engaging volunteer opportunity for 50,000+ adults and children—ages five and up—annually. 

In 2020, Cradles to Crayons completed a strategic planning process to develop a digital solution to accelerate its national reach. The result was the design of an innovative new online platform—Giving Factory Direct (GFD)—which was piloted and built the same year. Donors with children’s clothing log on to GFD to be matched with a child who wears the same size and gender as their donation. The clothing is then packed at the donor’s home and shipped directly to that specific child. In early 2021, GFD launched on a small scale in Boston, Philadelphia, Chicago, and NYC, and will be the primary vehicle for C2C’s national expansion. 

Since 2009, Cradles to Crayons has earned Charity Navigator’s highest four star rating every year. Only 1% of charities rated have received this distinction, differentiating C2C from its peers, exemplifying the high standard of service at C2C, and indicating that C2C outperforms most other charities in the United States. 

POSITION OVERVIEW: 

You will be joining a small team working in a start-up environment, but with the added benefits of significant institutional knowledge and shared services, which enables the team to focus on achieving its ambitious goal of scaling to serve 100K children in 3 years. Reporting to the Director, the Senior Associate, Customer Success (the Senior Associate) will be responsible for successfully implementing an omni-channel partnership strategy to secure, engage and retain donors.   

MAJOR RESPONSIBILITIES: 

  • Model and lead a positive “One Cradles” culture, underpinned by Cradles’ Cultural Values and related behaviors. 

 Giving Factory Direct Implementation: 

  • Partner with Giving Factory Direct leadership to ensure positive and engaging experience for donors and corporate partners. 
  • Provide timely and on-going feedback to Digital Product Owner to identify gaps and opportunities to improve processes and build new digital capabilities and features 

Partnerships & Engagement: 

  • Work with the Director to implement a national and local activation strategy to successfully recruit, engage and retain donors and corporate partners outside of C2Cs existing markets 
  • Research, identify, and manage virtual opportunities to promote Giving Factory Direct (GFD) and attract new donors on a regular basis 
  • Give presentations (virtual and in-person) to various stakeholder groups, including corporations, schools, and other community groups 
  • Collaborate with Market staff to identify potential national corporate partners 
  • Work with Marketing team to create and refine donor and corporate outreach collateral as necessary 
  • Identify and implement creative opportunities to recruit donors in new geographies 
  • Respond to inquiries and manage onboarding/engagement of new donors 
  • Work with Giving Factory Direct (GFD) leadership team to create annual donor and corporate partnership goals, including but not limited to number of individual and corporate partners and ideal partner characteristics for each geography. 
  • Serve as the relationship manager for corporate partners outside of existing markets and work with them to develop annual engagement plans to successfully engage employees in virtual volunteerism 
  • Primary point of contact 
  • Lead onboarding and training, including sharing expectations, timelines, etc. 
  • Provide exceptional customer service and donor appreciation to grow partnerships over time 
  • Provide input into and participate in donor follow up interviews for refinement of the GFD process moving forward. 
  • Manage GFD support inbox and respond to all donors within 24 business hours to ensure positive donor experience 
  • Process and reconcile Giving Factory Direct donations and maintain up-to-date and accurate donor records in Cradles to Crayons’ CRM database (Salesforce), including trouble-shooting issues, correcting, and updating data as needed. 
  • Navigate new processes and systems, and provide feedback to GFD leadership to continuously improve both internal and external GFD reporting 

PERFORMANCE MEASURES: 

  • Donor NPS 
  • Uphold high quality of customer service with all C2C stakeholders 
  • Successful implementation of Giving Factory Direct in existing markets and new geographies 
  • Maintain testing and learning cycle, including systems for reporting metrics and data 
  • Demonstrate ability to work collaboratively and cooperatively with other C2C staff and external consultants. 

REQUIRED EXPERIENCE/KNOWLEDGE/SKILLS/ABILITIES: 

  • Bachelor’s degree 
  • 2 to 4 years of professional experience. 
  • Passion about the mission and vision of the organization.  
  • Ability to thrive in a dynamic, entrepreneurial, and collaborative environment. 
  • Ability to work well independently and within teams that include managers, peers, donors, and consultants, and prepared to interact with team members on a non-hierarchical basis. 
  • Excellent ability to prioritize and organize with strong attention to detail. 
  • Strong written and oral communication skills. 
  • Proficiency in Microsoft Office suite (Including Microsoft Word, PowerPoint, and Excel). 
  • Proficiency in Salesforce. 

COVID-19 VACCINES 

Cradles to Crayons has a COVID vaccine requirement for all staff. We are committed to a safe workplace and doing our part to address the pandemic. 

DIVERSITY IS OUR STRENGTH: 

Diversity and Inclusiveness are core values at Cradles to Crayons, and we continuously strive to be a team where everyone feels welcome and supported. It is the policy of Cradles to Crayons to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information and/or any other protected characteristic under applicable law. Individuals from underrepresented groups are especially encouraged to apply. 

WORKING CONDITIONS: 

This is an office / work from home remote virtual environment with occasional visits to C2C Giving Factories. There are no hazardous or significantly unpleasant conditions.  

ACCOMMODATION:  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made by Cradles to Crayons which may pose serious health or safety risks to the employee or others, or which impose undue hardships on the organization.  

TO APPLY:  

It is the policy of Cradles to Crayons to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information and/or any other protected characteristic under applicable law. Please send a cover letter and resume with relevant experience to https://www.cradlestocrayons.org/what-we-do/careers/  

LOCATION:

Massachusetts/Pennsylvania/Illinois (Existing C2C Market)

ABOUT CRADLES TO CRAYONS:  

Cradles to Crayons® (C2C®) believes that all children deserve the essentials they need to feel safe, warm, ready to learn, and valued. Founded in 2002…

Resumo dos Detalhes

  • Comprometimento de Tempo
    Carga Horária Integral
  • Educação
    Ensino Superior Requerido

Localização

Virtual
O trabalho pode ser executado em ou perto de Chicago, IL
Local Associado
Chicago, IL, USA

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