Operation Smile Analyst, Fundraising & Marketing

Nancy Duncan

Operation Smile has provided hundreds of thousands of safe surgeries for those born with cleft lip, cleft palate, or other facial deformities. With more than three decades of expertise, Operation Smile creates solutions that deliver free surgery to people where it is needed most. As one of the largest medical volunteer-based nonprofits, Operation Smile has mobilized thousands of medical volunteers from a wide range of medical specialties from more than 80 countries. Operation Smile engages public-private partnerships to advance health care delivery, train local medical professionals to provide surgical care for patients in their communities, donate crucial medical equipment and supplies, and increase access to surgical care so that everyone living with cleft is treated.
Trust, collaboration, commitment, invest in the future, and global impact are our cultural guideposts at Operation Smile. They are a part of who we are as an organization. They create a shared understanding of how all our roles are connected and are an invaluable tool that helps guide how we interact with patients, donors, partners, and each other.
Visit www.operationsmile.org , find us on Facebook or follow us on Twitter and Instagram.


GENERAL SUMMARY OF DUTIES:
The Fundraising & Marketing Analyst specializes in supporting the fundraising and marketing business units on the Customer Relationship Management System (CRM) and the external vendor systems that integrate with the CRM. The Analyst is responsible for the project management of new vendor implementations as well as changes to current business processes. The Analyst assists in establishing and maintaining a culture of data-driven fundraising practices by designing and executing business analyses to help support strategic decision making. The Analyst will understand how each unit conducts their business by gathering requirements and developing reporting for each business unit. Through analysis, the Analyst will monitor goals, objectives and key indicators. The Analyst will make recommendations on segmentation strategies and touch-point planning for management. The Analyst will identify issues within the business processes and determine resolutions to those issues. Solutions might include trainings, process improvement change or modifications to business rules. The Analyst will combine revelant internal and external marketing data for competitive analysis and to produce benchmarking data.

Essential Functions:

• Design, document, and implement vendor import and/or export files.
• Test vendor import and/or export files to ensure accurate and efficient flow of data before training other team members to take over new ongoing processes.
• Oversee coding approvals and structure for Mass Market Fundraising initiatives.
• Maintains data request forms as well as a robust data request calendar which includes requests from internal departments and those from outside vendors.
• Generate data files of complex segmented audiences for Mass Market initiatives.
• Design and execute business analyses to help support decision-making based upon data.
• Collect and analyze fundraising data to identify error rates and define root causes.
• Plan, design, test, implement, monitor and support sustainable business process improvements for all fundraising departments and external vendors.
• Provide a variety of fundraising and marketing level analyses including campaign/fund/appeal results as well as source code attribution and donor behavior.
• Turn analysis into insights for program specific strategic action plans.
• Work with business units in planning, developing, implementing and supporting new or existing CRM processes to increase constituent lifetime value and engagement.
• Develop and use standard and custom reports to evaluate donor trends and to identify areas needing improvement.
• Interpret benchmarking data for key indicator progression or regression by utilizing a data warehouse tool.
• Create dashboards for key fundraising and marketing personnel in support of monitoring key performance indicators and campaign tracking.
• Be a lead on the enterprise-wide project team analyzing existing systems requiring integration.
• Work on the enterprise-wide project team gathering and validating requirements as well as data modeling of current and future processes.
• Create scenarios for the future CRM developers and testers.

Additional Functions May Include:

• Work closely with either the high touch or technical senior team members as well as the training specialist to communicate errors or corrections that need to be made in the database.
• Deliver presentations or training about best practices, analysis and process improvement.
• Assist the Data & Analytics Team with high-level quality control processes and audit functions to ensure data integrity.
• Support all requests during high-volume times which includes mailing requests, queries, exports and clean-up.
• Create and maintain a standard coding structure for all appeals that will support our integrated marketing strategy for all channels.
• Proactively develop personal database/CRM knowledge and skills through regular training, independent study and application of learning.

• Other duties assigned as identified by Sr. Analyst, Fundraising & Marketing and/or Manager, Data & Analytics and/or AVP, Data & Analytics.

Characteristics/Skills Required:

• Posess an understanding of Mass Market Fundraising segmentation and analytics.
• Excellent analytical, problem-solving and organizational skills.
• Execute analysis to extract and summarize large amounts of data to support development of internal processes and data analysis best practices.
• Organizational process management, process improvement and performance measurement experience at an intermediate level.
• Demonstrated ability to complete assigned activities in support of multiple, moderately complex processes.
• Possess a high level of comfort with functional and technical job knowledge and skills.
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions.
• Goal oriented, capable of balancing multiple priorities and meeting time sensitive deadlines.
• Ability to work cooperatively in a team environment as well as independently with self-direction and minimum supervision.
• Possess leadership qualities of strong work ethic and be able to navigate multiple personality types.
• Communicate data points to key stakeholders to influence strategy.
• Flexible, able to take direction from Sr. Analyst, Fundraising & Marketing and/or Manager, Data & Analytics and/or AVP, Data & Analytics.
• Show discretion and maintain confidentiality working with personal donor records and information.
• Highly motivated, detail-oriented, and well organized.
• Have excellent oral, written, and interpersonal communication skills.
• Pursue everything with energy, drive, and a need to complete tasks in a timely manner.

Qualifications:

• Bachelor's degree in Business, Mathematics, Computer Information Systems – concentration in Database Management & Business Intelligence, or ewuivalent work experience in the industry.
• System evaluation utilizing data analysis to identify quality/performance improvements required.
• Ability to identify opportunities for process and system improvements either in existing CRM system or by adopting new functionalities in the software a must.
• Experience working in a business/fundraising office, or equivalent combination of experience and education.
• Advanced computer skills with Microsoft Office especially Access and Excel necessary.
• A minimum of three years’ experience with relational databases and CRM systems.
• At least two years prior analytical experience.
• Experience with project management preferred.
• Experience with reporting tools, business intelligence and SQL preferred.