Head of Partner Services

Position Summary

The Head of Partner Services is responsible for leading and strengthening all partner engagement, donation management, communication, and support activities across the ministry. This role ensures that every partner (donor/supporter) receives excellent service, timely communication, and a meaningful ministry experience. The position provides strategic direction, operational leadership, and process optimization for partner-related functions across all centers and Prayer Towers.

Key Responsibilities1. Strategic Leadership

• Develop and implement the Partner Services strategy to enhance partner satisfaction, retention, and engagement.
• Drive initiatives that strengthen the relationship between partners and the ministry.
• Analyze partner behaviour and trends to plan engagement campaigns.

2. Partner Relationship Management

• Oversee all partner communication channels—calls, emails, messages, and walk-in interactions.
• Ensure timely response and resolution of partner queries, issues, and prayer requests.
• Lead programs that improve partner experience and loyalty.

3. Data & Process Management

• Monitor data accuracy related to partners, donations, subscriptions, commitments, and prayer requests.
• Work closely with the Data Acquisition, Partner Retention, and Partner Engagement teams.
• Ensure efficient CRM/ERP usage for partner updates, tracking, and reporting.

4. Operational Oversight

• Supervise Partner Services operations across all Prayer Towers and regional centers.
• Standardize processes, workflows, and service quality guidelines.
• Develop SOPs and ensure compliance across all units.

5. Financial & Offering Coordination

• Oversee donation tracking, acknowledgments, receipts, and reporting.
• Support finance with reconciliations and partner-related financial documentation.

6. Team Leadership

• Lead, mentor, and build a high-performing Partner Services team.
• Conduct training programs for staff to improve communication and service excellence.
• Set clear KPIs for efficiency, quality, and partner satisfaction.

7. Collaboration & Cross-Functional Coordination

• Work with Media, IT, Prayer Tower, Events, and Finance teams for seamless partner operations.
• Support ministry campaigns, events, and fundraising initiatives.

8. Reporting & Analysis

• Provide weekly and monthly reports on partner engagement metrics.
• Track partner retention, growth, and revenue indicators.
• Recommend improvements based on data insights.

Required Skills & Competencies

• Strong leadership & team management
• Excellent communication & relationship-building
• Partner/Donor management experience
• CRM/ERP proficiency (data accuracy, reporting, tracking)
• Conflict resolution & customer service excellence
• Strategic planning & operational execution
• Analytical thinking & problem solving
• Multi-tasking and process management
• High level of integrity, empathy, and ministry-oriented mindset

Contact HR - 9360136417