If you’re wildly passionate about customer loyalty, love connecting people to a cause that matters and experiences that inspire and are just as eager to dive into data sets to analyze customer behaviors as you are to pick up the phone and meet with key supporters, then this leadership role on our evolving and growing team may be your dynamic next step.

The Washington Chorus seeks an experienced, values-driven, high energy, data-and-people oriented leader to serve as our first-ever Director of Donor and Patron Loyalty.

Reporting to the Executive Director, this position brings an enterprise-wide strategy on growing, deepening, and strengthening customer relationships, and utilizes data analytics, performance management, curiosity, hypothesis testing, multi-channel strategies, and human connection to drive ever-better outcomes on customer (donor/patron) acquisition, retention/loyalty, upgrading, and lifetime value.

There are many pathways to success in this position: you could come from a marketing, development/fundraising, or sales background - or some combination thereof.

About TWC

Led by Artistic Director Eugene Rogers and Executive Director Stephen Beaudoin, The Washington Chorus (TWC) is a pathbreaking choral ensemble based in Washington, D.C., dedicated to connecting communities through the joy of discovery, with awe-inspiring live and digital performances, community-powered programs, and education for kids and adults of all ages. Winner of two Grammy Awards and noted by international publications as a chorus of distinction, TWC’s distinguished 62-year-old history sets a foundation for its current strategic inflection point: operationalizing a newly defined brand architecture and core values, developing and executing on a multi-year strategy, and better understanding our current customer base in service to creating strategies and tactics to drive customer base growth and diversity.

SCOPE OF POSITION

Revenue generating activities (60%)

• In alignment with designed loyalty strategy, utilize mail, e-mail, digital, phone, and other channels to drive ever-better results in customer acquisition, retention, upgrading, and lifetime value generation
• Provide thoughtful direction on all inbound and outbound channel campaigns (paid and native) in service to acquiring, retaining, and growing customer relationships, including post-sales service
• Through careful stewardship of VIP/top loyalty customers – in collaboration with staff and key stakeholders – ensure TWC’s most loyal friends and fans stay sticky and grow their relationship with the organization
• Direct analysis of customer behaviors, trends, motivations, desires, and interests across all relevant segments and all points in the purchase funnel, and provide synthesis of findings to inform decisions on strategy and investment

Loyalty strategy for donors/patrons (20%)

• Key architect, with support and thought partnership from the Executive Director, on TWC’s loyalty strategy across all customer segments
• Provides direction to and management of key direct reports, collaborators, and supporting volunteers on execution of this strategy

Manage Customer Experience Manager, Communications Manager, and Patron/Donor Engagement volunteers (15%)

• Provide inspiring person-centric leadership to two direct reports and to dozens of volunteers

Enterprise-wide loyalty transformation lead (5%)

• Support continued organization-wide transformation on loyalty, providing tools, ideas, and frameworks for adoption across the enterprise

Position reports to: Executive Director

Position manages: Customer Experience Manager, Communications Manager, volunteer patron/donor engagement committee

Position collaborates closely with entire TWC management and staff team, members of the TWC Board of Trustees, and key stakeholders.

Interested in this position but not sure you meet 100% of the criteria?

That’s OK! We’d still love to hear from you and consider your candidacy.

Please email your resume (max 3 pages) and cover letter (max 4 paragraphs, 1 page) to Emma Moores, Deputy Director, at emma@thewashingtonchorus.org

Deadline: May 20, 2022

Required experience:

• Minimum three years of experience in marketing and/or development/fundraising and/or sales
• Demonstrated track record of growing loyalty to organizations where you’ve worked, and able to tell a compelling story using quantitative and qualitative data on how this loyalty was strengthened and achieved
• Bachelor’s degree preferred but not required
• Lived experience and/or certifications in equity, diversity, inclusion, and belonging

Attitudinally, you:

• Embrace change as possibility
• Are deeply dedicated to learning and continuous improvement
• Are inspired by the social impact call of classical music
• Work at a Player (vs Spectator) stance; work more “at cause” than “at effect”
• Understand customer-centric approaches to fundraising, marketing, and sales, and are constantly curious about trends in customer behaviors, desires, motivations, and interests
• Are ruthlessly committed to constant prioritization and clear written and interpersonal communication