Donor Relations Representative Supervisor - Delta Region

Job Objective:

Donor Relations Supervisor is responsible for leading a team of donor relations representatives and plasma awareness representatives for a minimum of 5 Donation centers.
He/she is responsible to implement the marketing and donor services strategies and tactics within the assigned donation centers to ensure achieving the budget and all performance KPIs.
Donor relations supervisor has the overall accountability on achieving the pre-set budget for each donor center from new and regular donors, daily operations, staff-related activities, compliance with all applicable policies and regulations, optimize operational efficiency and establishes a work environment that foster operational excellence.
He/she is responsible for overall quality of donor service and satisfaction in the assigned DCs.
Put a contingency plan for managing the donors in situation of operations interruption in donor centers for any reason.
He\she oversees the implementation of donor retention and loyalty programs.
He\she shall work generated leads for conversion, follow up on call center and other marketing activities
within the donor recruitment area for the donation center.
Generate high-quality reports with insights and action plans for the assigned donor centers to achieve the set targets and KPIs.

Environment:

Internal: DC Operations, Call center, Procurement, Finance, Facility management team, and HR.
External: Donors, Patient associations, Third party providers, Medical associations, Corporates, Community-based organizations and others.

Key responsibility:

People Management and Development:
Establish a work environment that foster operational excellence.
Ensure all employees are properly, timely, and efficiently trained on the relevant technical areas.
Provide regular feedback and coaching for employees.
Develop and retain talents, through regular meetings, goal check-ins, development plans, etc.
Administer regular check-ins and year-end performance review and development plans, etc.
Support and conduct teams' trainings.
Operational Responsibilities:
Achieve the strategic objectives and KPIs for the assigned DCs.
Plan and implement the tactical plan for each DCs for new donors' recruitment and retention.
Accountable for achieving the budget and operational KPIs for the assigned DCs.
Ensure the efficient data collection, reporting for the assigned DCs.
Insure the implementations of any initiatives/projects with proper follow up and reporting.
Explore opportunities for new donor recruitment to meet the planned budget.
Execute the marketing plans through the donor relations and plasma awareness representatives.

Harmonize the workflow between different stakeholders involved in donor recruitment and service as well as the donor centers.

Keep an efficient donor recruitment and retention cycles through the implementation of the strategic plans and tactics.
Supervise and monitor the DRR team performance and continuously enhance the efficiency of processes established for donor services in assigned donation centers.
Supervise and monitor the plasma awareness team performance and donor's recruitment activities.
Generate analytics and insights for donor conversion, donor retention per each center.
Mitigate risks that might affect donor centers performance or GEPD image.
Ensure the generation of high-quality analytical reports with timely communication with the relevant stakeholders.
Collaborate with other DRR supervisors for sharing experiences, alignment to achieve the overall Plasma operations strategic objectives.
Collaborate with the call center team to achieve the overall donors recruitment and retention objectives.

Quality and Compliance:

Ensure that the donor relations representatives and plasma awareness representatives are operating with high compliance level to company's policies, procedures and regulations.

Academic experience required:

Bachelor's degree

Professional experience required:

Typically requires a minimum of 3 years of related experience in the customer service field and sales.

Computing Skills:

Proficiency in all Microsoft Office applications, and CRM applications.

Personal Skills:

Strong communication skills.
Strong Interpersonal skills.
Maintain a positive attitude focused on customer satisfaction.
Emotional intelligence.
Assertiveness and decision-making ability.
Critical thinking and problem solving.
Teamwork and collaboration.
Professionalism and strong work ethic.
Analytical.
Ability to work within a highly regulated, labor intensive, fast-paced medical environment.
Ability to plan and execute activities for the improvement of overall operations.

Languages:

Good written and spoken English and Arabic.