Customer Engagement Specialist Jobs in Tennessee

Position Summary:

The Senior Director of Donor Engagement is a highly relational, executional focused role that ensures Vanderbilt University delivers fully on the intent, expectations, and outcomes associated with a select portfolio of transformative principal gifts. This role operates at the intersection of donor relations, project management, and internal coordination to provide a highly curated portfolio of donors with exceptional service, communications, engagement, and effective execution of donor’s gift intentions.

This position serves as central point of coordination between the donors, development officers, and cross-university partners to ensure alignment, maximize experiential opportunities, and facilitate top-notch institutional execution of eight, and nine-figure gifts.

As a high-level donor relations professional, this role will manage a portfolio of 3-6 complex, high-value gifts and donors secured within the past 1-2 years to meet expectations and drive outcomes. With a strong emphasis on service, this position facilitates success across all aspects of gift fulfillment—compliance, stewardship, reporting, and milestone delivery—executed with precision, transparency, and a high standard of care.

About the Work Unit:

The Department of Development and Alumni Relations (DAR) assists Vanderbilt University in securing the resources, both human and financial, that are required to achieve its mission and goals. The Department is responsible for the identification, cultivation, solicitation, and stewardship of individuals and organizations whose charitable objectives are consistent with those of Vanderbilt University’s teaching and research programs. Learn more about our department at https://www.vanderbilt.edu/dar/

Key Functions and Expected Performance:

Gift & Portfolio Management

• Work in seamless partnership with primary and secondary development officers, development operations, development leadership, and gift administration to manage a portfolio 3-6 gifts in execution mode with select top donors
• Support strategy led by the lead development officer with an emphasis on collaboration, donor centricity, and executing the gift and advancing the donor’s relationship
• Translate gift agreements and custom relationship plans into actionable plans with timelines, milestones, and accountability measures
• Monitor internal and external factors for success to ensure on-time deliverables and outcomes and proactively address risks, delays, and any misalignment
• Maintain a forward-looking view for each gift and donor—identify timely and enterprising opportunities to not only meet but exceed expectations that deepen relationships and support future gift opportunities

Donor Engagement

• Collaborate across Donor Engagement and Communications and Development teams to deliver high-touch, personalized experiences
• Provide exceptional external customer service with the portfolio’s donors and constituents in partnership with development officers and other university staff
• Lead the development and delivery of customized impact reports and additional communications that clearly demonstrate progress and outcomes
• Facilitate and gather storytelling and data collection related to the gift through collaboration across campus partners to craft innovative and compelling materials

Project Management, Coordination & Compliance

• Act as a project manager across stakeholders including academic units, finance, advancement, and university leadership by facilitating regular check-ins, clearing roadblocks and resolving barriers
• Ensure all gifts are administered in accordance with donor intent, university policies, and legal requirements—and meeting donor expectations for communication and progress updates
• Partner with Gift Administration and operational teams to monitor fund usage and compliance; maintain accurate and up-to-date documentation related to gift agreements and reporting obligations
• Provide one-stop coordination for preparation related to donor meetings, related events and other activities, and leadership briefings with relevant insights and materials
• Actively seek out process improvement opportunities, intentionality related to innovation by looking beyond higher education for ideas and inspiration, and contribute toward creation of effective and scalable efforts to support principal gift and donor activities
• Other duties as assigned

Supervisory Relationships:

This position has no supervisory responsibility; this position reports administratively and functionally to the Executive Director for Donor Relations.

Work Environment:

Hybrid role based in the Nashville, TN area – in the office approximately 1 day per week, or more depending on business needs.

Education and Certifications:

Bachelor’s degree, or the equivalent, is required.

Experience and Skills:

• Eight years of relevant work experience, or the equivalent, is required.
• Prefer experience within higher education and principal gift donor relations
• Excellent interpersonal skills
• Willingness and ability to connect and engage with constituents
• Confidentiality and discretion are a must
• Must have professional attitude, and exhibit considerable tact, persuasion, and judgement in interactions with internal and external constituents
• Strong computer skills including Microsoft Excel, PowerPoint, Word
• Affinity for mastering new computer programs, such as our CRM
• Demonstrated ability to work successfully with all levels, including high-level executives
• Ability to make independent decisions
• Excellent oral and written communication skills
• Excellent customer service skills
• Excellent project management skills
• Ability to handle crisis situations and perform well under pressure
• Position requires flexibility to work nights and weekends when needed