Summary
Reporting to the Controller, the Donor Operations & Stewardship Coordinator is responsible for the hands-on administration and coordination of donor and fundraising operations, including gift processing, donor database administration, donor stewardship activities, reporting, analytics, and related financial reconciliations. The role directly performs the day-to-day operational activities that ensure the accuracy, integrity, and effective use of donor and fundraising information in support of excellent donor service, effective fundraising, financial accountability, regulatory compliance, and organizational decision-making.
The Donor Operations & Stewardship Coordinator serves as a key operational resource supporting the organization's fundraising, finance, and stewardship activities. Working independently and as an individual contributor, the position is responsible for maintaining donor records, processing donations, administering fundraising systems and databases, coordinating stewardship activities, preparing reports and analyses, and supporting financial reconciliation processes.
In the one-year term role, the individual is expected to take ownership of assigned responsibilities, manage priorities independently, and ensure work is completed accurately and on time with limited supervision. The position identifies issues, inefficiencies, and opportunities for improvement; develops practical and realistic solutions; and brings recommendations forward to the Controller and appropriate team members. Consistently exercising sound judgment, attention to detail, and a commitment to service excellence, the role helps ensure that donors receive a positive and professional experience while supporting the effective stewardship of donor resources
Mercy Ships follows the model of Jesus and seeks to love and serve those in need, be people of integrity, and be people of excellence in all that we say and do. Mercy Ships Canada supports surgical and medical training projects that align with the global organization’s core values and goals. We also support our Canadian volunteers who donate their time and talents to the organization’s international work.
Position Accountabilities
Donor Operations & Gift Processing
· Process donations received through online platforms, telephone, mail, e-transfers, in-person giving, and other channels accurately and in a timely manner.
· Administer monthly giving and pledges, including establishing, modifying, and stopping pledges and following up on failed pledge transactions.
· Process gifts received through third-party fundraising organizations, foundations, churches, and other giving platforms, ensuring appropriate donor records, acknowledgements, and supporting documentation.
·Process gifts for Mercy Ships volunteer crew members, including gifts received through Raisin and other channels.
·Process and maintain records for non-cash gifts, including gifts-in-kind and securities.
·Process and document gift adjustments, including corrected gifts, reversals, and other required changes.
·Identify and appropriately handle potentially fraudulent transactions in accordance with established procedures.
· Maintain confidentiality and exercise appropriate discretion when handling donor information and financial records.
·Maintain records of donor communications, stewardship activities, and related information within the donor database.
·Respond to donor inquiries by telephone, email, mail, and other channels, providing timely, professional, and accurate service.
Donor Database & Data Management
· Administer Mercy Ships Canada's donor and fundraising databases, including DonorPerfect Online (DPO), Raisin, and related systems.
· Maintain the accuracy and integrity of donor data through regular validation, reconciliation, data cleanup, quality assurance, and other data management activities.
· Coordinate the exchange, integration, and validation of donor information between DPO, online giving platforms, the accounting system, and other related systems.
· Create and maintain accurate donor records, including contact information, communication preferences, mailing status, language preferences, and other relevant information.
· Identify and resolve duplicate, incomplete, inaccurate, or inconsistent donor records.
· Develop, maintain, and document database procedures, standards, and best practices that support consistent and accurate data management.
· Maintain fundraising campaigns, appeals, solicitations, and contact codes, ensuring they are accurately applied to donor records and transactions.
· Maintain appropriate donor consent records and communication preferences in accordance with organizational policies and applicable requirements.
·Support database security, access controls, backups, system maintenance, and other database administration requirements.
Financial Reconciliation & Compliance
· Perform daily and monthly reconciliations of donations between DPO, online payment platforms, banking activity, cash, cheques, electronic funds transfers, and other supporting records.
· Investigate and resolve discrepancies between donor, fundraising, and financial records, escalating issues to the Controller as appropriate.
· Ensure donation processing activities comply with organizational policies, internal controls, Canada Revenue Agency requirements, and applicable regulations.
· Coordinate the processing and deposit of cash and cheques in accordance with established procedures and internal controls.
· Maintain appropriate documentation to support donation transactions, reconciliations, refunds, receipts, and other financial activities.
· Support month-end and year-end close processes by preparing donation reports, reconciliations, journal entry support, and other required information.
· Support the preparation of annual financial audit documentation, including donation and official donation receipt reconciliations and other requested reports.
· Collaborate with the Controller to maintain and improve processes that support the integration of donor, fundraising, and financial systems.
Fundraising Support and Stewardship
· Support donor stewardship activities, including new donor and monthly donor communications, donor recognition, acknowledgements, and stewardship materials.
· Notify appropriate staff of major, legacy, estate, and other gifts requiring follow-up or specialized stewardship.
· Support new and existing donor fundraising initiatives involving direct mail, digital communications, and other fundraising activities through the preparation, import, maintenance, and validation of contact and campaign codes.
·Prepare and maintain reports, dashboards, queries, donor lists, and other reporting tools to support fundraising, stewardship, financial accountability, and organizational objectives.
·Support the provision of accurate donor and fundraising information for leadership, staff, audits, financial reporting, and other organizational needs.
· Provide regular and ad hoc reporting on donor activity, monthly giving, new donors, campaigns, crew fundraising, and other fundraising initiatives.
·Review campaign and donor data to identify and resolve data quality issues that could affect fundraising performance, reporting accuracy, or donor stewardship activities.
· Support donor segmentation, donor acquisition, donor retention, campaign targeting, stewardship activities, and other fundraising initiatives through accurate data, reporting, and analysis.
·Collaborate with staff to support campaign planning, implementation, evaluation, and reporting.
Donor Process Improvement & Administration
· Follow established donor services, fundraising operations, and financial procedures, ensuring work is completed accurately, consistently, and within required timelines.
· Proactively develop, document, maintain, and update procedures, standards, training materials, and operational documentation.
· Identify issues, inefficiencies, and opportunities for improvement; develop practical solutions and bring recommendations forward to the Controller and appropriate team members.
· Coordinate with members of the Leadership Forum to support organizational objectives and ensure the effective flow of information and processes.
Core Competencies
· Accuracy and attention to detail – Highly accurate when processing high volumes of donor information, financial transactions, and other detailed data.
· Efficiency and productivity – Able to complete routine data entry and processing quickly while maintaining a high level of accuracy.
· Ownership and independence – Takes responsibility for assigned work, manages priorities effectively, and follows through on commitments with limited supervision.
·Proactive problem solving – Identifies issues, investigates their cause, determines appropriate next steps, and follows through to resolution.
·Continuous improvement – Recognizes inefficiencies and opportunities to improve processes and brings forward practical, realistic solutions rather than simply identifying problems.
· Organization and time management – Able to manage competing priorities and consistently meet daily, weekly, monthly, and annual deadlines.
· Communication and collaboration – Communicates clearly and proactively, asks questions when needed, and works effectively with Finance, Fundraising, Marketing, Operations, and other departments.
·Judgment and discretion – Exercises sound judgment and maintains confidentiality when handling sensitive donor and financial information.
· Adaptability and learning – Comfortable learning multiple systems and processes and applying them consistently as responsibilities and organizational needs change.
· Customer service – Provides professional, responsive, and respectful service to donors, volunteers, and colleagues.
Mission, Skills, Experience Alignment & Requirements
·Supportive of the mission and vision of Mercy Ships and committed to its core values and organizational culture.
· Demonstrated commitment to donor, volunteer, and customer service.
· More than three years of experience in donor relations, stewardship, fundraising administration, donor database management, financial administration, or a related role.
·Experience working with donor databases, CRM systems, and related business applications.
·Experience processing financial transactions, performing reconciliations, and maintaining accurate donor and financial records.
·Proficiency with Microsoft 365 applications, including Excel, Outlook, Teams, Word, SharePoint, and other collaboration and reporting tools.
·Experience preparing reports, dashboards, queries, and data analysis to support operational and fundraising decision-making.
· Strong understanding of data integrity, quality assurance, and information management practices.
· Strong organizational skills with the demonstrated ability to prioritize, coordinate, and manage multiple activities while meeting deadlines.
· Strong analytical, problem-solving, and process improvement skills.
· Excellent written and verbal communication skills with the ability to work effectively across departments.
· High degree of accuracy, attention to detail, discretion, and commitment to confidentiality.
·Knowledge of charitable receipting requirements, donor stewardship practices, and fundraising administration principles.
· Training or professional development related to donor stewardship, constituent data management, reporting, fundraising analytics, or nonprofit administration would be considered an asset.
· Successful completion of a criminal record check.
Qualifications & Education
· Post-secondary education in business administration, fundraising, nonprofit management, accounting, data management, or a related field, or an equivalent combination of education and experience.
· Fluency in French is considered an asset.
Working Conditions
· The position is based in the Mercy Ships Canada Victoria office.
· 40-hour workweek; 8-hour shifts Monday to Friday with some flexibility to organize work schedule around the office hours of 8:00 am to 4:00 pm after completion of a probationary period.
· Occasional overtime may be required.
· A benefits package is provided after three (3) months.
· Mercy Ships Canada's working conditions are aligned with the British Columbia Employment Standards Act.
