Channel Manager - Traditional Fundraising

Direct Marketing Department

Hybrid

Full Time, Permanent

Level 9

Requisition Number: DIM-2026-001

Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day.

More than a place to stay, we provide life-changing care with unconditional love and respect. We meet youth’s immediate needs and then we work together to achieve their future goals. We offer 24/7 crisis shelter transitional housing options on-site and, in the community, health and well-being support, training and skill development, and ongoing care once youth move into the community.

For over 40 years, Covenant House has been dedicated to its mission of serving youth on the street and to protect and safeguard all youth with absolute respect and unconditional love. Since 1982, Covenant House has supported more than 100,000 young people.

Overview: The Channel Manager, Traditional Fundraising leads execution and optimization of monthly and single-gift fundraising across mail, phone and face-to-face (F2F) channels. This role is accountable for delivering $12M+ in annual revenue and managing $3M+ in expenses, translating strategic goals and KPIs set by the Monthly and Annual Single Giving Managers into actionable fundraising plans. The Manager ensures campaigns are donor-centric, data-driven, and financially efficient, while maintaining compliance with PIPEDA, PCI, Canada Post and telemarketing standards. A critical responsibility is to translate organizational fundraising goals into a comprehensive plan and budget for traditional mail, phone, and face-to-face channels, while integrating monthly conversion and mid-level giving as core growth strategies.

We are currently recruiting for 1 Full-time Permanent, Channel Manager - Traditional Fundraising. This is a new position within the organization.

Responsibilities:

Planning and Strategy Development – 40%

Strategy & Planning

- Develop annual direct mail, F2F and telemarketing plans tied to objectives and KPIs set by Monthly and Annual Single Giving Managers.
- Translate goals into campaign calendars, package formats, scripting strategies, and test matrices.
- Own the direct mail, F2F and telemarketing roadmap for acquisition, retention, reactivation, upgrades, and monthly conversion, ensuring alignment with organizational growth priorities.

Budget & Forecasting

- Deliver $12M+ revenue and manage $3M+ expenses; maintain quarterly reforecasts and variance reporting.
- Optimize cost to raise a dollar (CTRAD), cost per piece (CPP), cost per call (CPC), and net per name (NPN) to meet plan targets.
- Ensure revenue and expense performance aligns with plans set by Monthly and Annual Single Giving managers.

Execution – 50%

Campaign Execution & Optimization

- Lead end-to-end execution: creative briefs, production specs, data files, QA, deployment, and post-campaign analysis.
- Liaise with external vendors (e.g., agencies, printers, mail houses, call centres) to ensure timely delivery and quality control of campaign materials.
- Hit in-home windows and call schedules; manage contingencies and quality checks.
- Implement split tests on formats, offers, scripts, timing; scale winners to improve ROI and response.
- Integrate monthly conversion messaging and offers into direct mail,



F2F and telemarketing campaigns to support an essential growth strategy for the organization.
- Proactively leverage and share timely, relevant performance insights, donor trends, and campaign learnings with the team to drive segmentation, testing, and optimization.
- Stay current with direct response trends and best practices.

Audience Segmentation & Targeting

- Define and manage segmentation, suppressions, seeds, controls, and test cells (<2% error rate).
- Leverage RFM and engagement signals to prioritize segments and improve conversion and LTV.

Partnership & Vendor Coordination

- Select and manage printers, mailhouses, data processors, and call centers; negotiate pricing and scopes.
- Enforce SLAs; conduct QA; lead post-mortems with vendors and internal teams.

Team Leadership & Collaboration

- Supervise the traditional fundraising team; set goals; coaching; conduct reviews.
- Coordinate with Donor Experience, Data Services, Digital, and Communications for integrated execution.
- Work closely with Monthly Giving and Annual Single Giving Managers to integrate direct mail, F2F and telemarketing strategies into their fundraising plans, ensuring alignment with organizational objectives and KPIs.
- Coordinate campaign timing, messaging, and testing to support acquisition, retention, and mid-level giving and monthly conversion as core growth priorities.
- Partner with Donor Experience, Data Services, Digital, and Communications teams to deliver a seamless donor experience and accurate data flow.
- Share performance insights, donor trends, and campaign learnings proactively with internal teams and external vendors to inform optimization and continuous improvement.
- Participate in cross-functional planning sessions to ensure direct mail, F2F and telemarketing strategies complement organizational fundraising goals.

Data Analysis and Reporting – 10%

- Monitor campaign performance metrics.
- Provide recommendations for optimization and prepare regular reports for leadership.
- Ensure excellent data hygiene practices and compliance with PIPEDA, PCI; Canada Post and telemarketing standards.

Key Performance Indicators (KPIs)

Financial Performance

- Revenue Generation & Budget Management: Deliver $12M+ revenue and manage $3M+ expense budget aligned with Monthly and Annual Single Giving managers plans.
- Budget Adherence: Maintain expense allocations within ±5% of forecast.
- ROI & Cost-to-Raise-a-Dollar (CTRAD): Achieve CTRAD benchmarks for DM, F2F & TM campaigns.
- Campaign Cost Efficiency: Optimize cost per piece (DM) and cost per call (TM) and cost per acquired monthly donor (F2F).

Acquisition & Conversion

- Donor Acquisition Growth: Achieve YoY growth in new donors via direct mail, F2F & telemarketing.
- F2F Monthly Donor Acquisition: Achieve targets for new monthly donors acquired through face-to-face fundraising campaigns.
- Conversion Rate: Improve single-gift to monthly conversion through direct mail and telemarketing campaigns.
- Response Rate, CTA (for direct mail)



and Contact and Conversion Rate (telemarketing): Maintain or improve benchmarks.

Donor Value & Retention

- Donor Lifetime Value (LTV): Increase LTV through retention and upgrade strategies.
- Average Donation Size: Maintain or increase average gift per channel.
- F2F Retention: Achieve approved retention benchmarks for F2F-acquired monthly donors.

Engagement & Audience Growth

- Donor Engagement Score: Improve engagement metrics (response rates, call outcomes).
- Testing & Optimization: Implement at least 2 tests per quarter (format, script, timing).

Vendor & Process Performance

Vendor Performance: Maintain

- 90% satisfaction and on-time delivery.
- Campaign Timeliness & Quality: Ensure in-home and call windows meet schedule.

Qualifications and Experience:

- Bachelor’s degree in marketing, communications, business, or related field.
- 5+ years of experience in direct response fundraising in direct mail, F2F and telemarketing.
- Strong financial acumen and experience managing budgets over $12 million.
- Excellent project management and organizational skills.
- Excellent attention to detail and communication skills.
- Experience supervising staff in a project-based setting and working cross-functionally.
- Experience managing programs with complex donor segmentation requirements.
- Experience managing large budgets and multiple vendor relationships.
- Proficiency in Excel and donor database systems; familiarity with Raiser’s Edge CRM platforms is an asset.
- Ability to work collaboratively in a fast-paced, deadline-driven environment.
- Strong understanding of fundraising regulations (e.g., PIPEDA, and other provincial privacy laws).

What we Offer:

- Meaningful work.
- Competitive compensation.
- Benefits such as Health, Dental, Vision, Personal Days, Employee Assistance Program, Tuition Reimbursement and more.
- Employee perks which include discounts on gym membership, city bike rentals, auto & home insurance and more.

Interested candidates are welcome to apply directly to this posting on or by September 11, 2026. Only those selected to move forward in our recruitment process will be contacted. No agencies or phone calls please.

Use of AI and Technology in the Hiring Process

Covenant House Toronto does not use artificial intelligence (AI) to make or inform hiring decisions. However, we do use an external applicant tracking system (ATS) to help manage applications efficiently.

While our ATS may apply automated filters or sorting functions, all applications are reviewed and evaluated by human recruiters. No hiring decisions are made by AI.

Commitment to Equitable Recruitment

At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity groups include but may not be limited to Indigenous persons, racialized people, gender diverse people, 2SLGBTQIA+ people, and people with disabilities.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Covenant House Policy on Accommodation, a request for accommodation will be accepted as part of the Covenant House recruitment process.

📌 Channel Manager - Traditional Fundraising (Canada)
🏢 Covenant House Toronto
📍 Canada