Engaged HR Inc.

• Deliver meaningful and effective client care through acknowledgement, authenticity, and understanding unique needs • Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with our clients and colleagues • Take ownership and follow-up (TOFU) – take ownership over the customer experience and provide thorough follow-up, collaborating with team members when necessary • Communicate and develop effective working relationships with colleagues, clients, students, agents, and hosts following CHN policies and protocols for methods, timing, and documentation of all such communications and transactions • Engage with colleagues, host families, and students in order to monitor, manage, and bring closure to homestay inquiries and customer requests • Escalate crisis situations in a prompt and caring manner to the Care & Support Lead, Local Relationship Manager, Regional Director, and/or third-party mental health services • Collaborate with colleagues for second opinion and support in an organizational culture that encourages and depends on teamwork for positive outcomes

• Lead, in collaboration with the VP, Philanthropy the development and continuous improvement of a comprehensive donor stewardship and recognition program across all individual giving segments • Design and implement segmented donor journeys to ensure consistent, meaningful engagement throughout the donor lifecycle • Establish frameworks and standards for donor recognition, engagement, and fulfillment activities • Develop and oversee the execution of donor-facing stewardship materials, including impact reports, recognition pieces, and engagement communications • Create personalized and segment-specific donor experiences that strengthen relationships and support retention • Identify and lead opportunities to incorporate donor storytelling, impact narratives, and campaign insights into engagement materials, including annual reports, video scripting, and other multimedia content • Oversee the execution of stewardship and fulfillment deliverables for individual donors, ensuring accuracy, consistency, and timeliness • Manage the production and distribution of donor recognition assets and communications • Ensure donor recognition activities are aligned with segmentation and giving levels • Develop and deliver donor impact reports and stewardship summaries for internal and external use • Gather, analyze, and synthesize donor data, campaign outcomes, and engagement metrics to evaluate effectiveness • Recommend improvements to stewardship strategies based on insights and feedback • Maintain systems and processes that track donor interactions, stewardship activities, and recognition deliverables • Ensure accurate documentation of donor engagement in CRM or relevant systems • Develop and refine the tools and platforms that enable donor engagement and stewardship • Work closely with internal teams (e.g., fundraising, communications, marketing, and operations) to ensure alignment across donor touchpoints • Act as a key liaison to coordinate donor engagement efforts and ensure a cohesive donor experience • Contribute to campaign planning and post-campaign evaluation, including insights and recommendations for improvement • Develop, distribute, analyze, and report on the Donor Affinity Survey, annually

• Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with all partners and customers • Invest in developing effective working relationships with clients, and agents, and work collaboratively with the National Operations Lead to address complex or sensitive partner issues • Provide direct supervision, mentorship, and performance oversight for Relationship Managers • Conduct regular check-ins and 1:1s to monitor individual performance, offer coaching, and support professional development • Proactively address employee engagement concerns, escalating to the National Operations Lead where appropriate • Document all relevant aspects of decisions, communications, and interactions in a timely way • Maintain data integrity in all of our organization databases • Participating in various departmental meeting • Travel from time to time.