Job objective
Donor Relations Representative is responsible for ensuring the best-in-class donor service. He/ she shall oversee the donor journey inside the donation center as well as all the communications in between donation visits. He/ She shall work with donation center staff, assists them in resolving donors complaints, improving donors service, and maintaining satisfied donors. Donor Relations Representative shall be the donation center champion for the donor CRM system; engaging the donors, respond to their inquiries and keep them updated. Heshe oversees the implementation of donor retention and loyalty programs. Heshe shall work generated leads for conversion, follow up on call center and other marketing activities within the donor recruitment area for the donation center. Donor Relations Representative is responsible for donation center administrative work as assigned by the direct managers. - This role is rotational shifts (Day and Night shits) and not fixed
Key responsibility
- Serve as a point of contact for donor affairs in the donation center.
- Coordinate and organize the donor journey inside the donation center.
- Donor Center CRM champion: approve & follow up on appointments, generated leads, announcements and reminders.
- Oversee the implementation of Donor retention and loyalty programs within the donation center.
- Follow up on generated leads from the landing page: contacting leads and keep appointments.
- Coordinate and follow up with the call center for leads conversion, donors enquires and complaints.
- Send daily reminders for regular donors (next donation date).
- Track and follow up donors complaints.
- Conduct and analyze Donor satisfaction surveys.
- Coordinate the donor journey inside the Donation Center for time and efficiency.
- Keep the Donor Center appointments calendar updated.
- Proactively anticipate obstacles and propose solutions for better donor service.
- Maintain a proper and presentable donation center.
- Carry out administrative work as assigned by the direct managers and keep the proper documentation system to the related activities and duties.
Academic experience required
- Bachelor s Degree in related fields and requires a minimum of 3 years of related experience in customer service and sales.
Computing skills
- Proficiency in all Microsoft Office applications, and CRM applications.
Personal skills
- Outstanding communication skills.
- Strong Interpersonal skills.
- Maintain a positive attitude focused on customer satisfaction.
- Critical thinking and problem solving.
- Analytical.
- Time management.
- Conflict management
- Teamwork.
Languages
- Very Good written and spoken English and Arabic.
Grifols Egypt for plasma derivatives is a joint-venture (JV) company between the Egyptian Government, through the National Service Projects Organization (NSPO) and Grifols, the global leader in plasma medicines with more than 110 years of contribution to improving the health and well-being of people.
This joint venture is the first of its kind in the plasma industry and the first-ever Egyptian source member of the Plasma Protein Therapeutics Association (PPTA). GEPD is a groundbreaking global public-private alliance that will benefit the entire region.
GEPD is committed to developing the plasma medicines market and achieving self-sufficiency in these critical therapies, which is crucial for the Egyptian healthcare system.
We are combining the expertise of both shareholders to build and operate 20 plasma donation centers throughout Egypt, along with manufacturing facilities including fractionation, purification, and fill-and-finish plants with a processing capacity of up to 1 million liters of plasma annually that can double in the future.
The new manufacturing facility will include a plasma warehouse and a testing laboratory. It will occupy 105,000 square meters strategically located in the administrative capital’s medical city, adjoining various healthcare institutions.
