Supporter Retention & Development officer

Purpose and Scope of the Job

The Supporter Retention & Development Officer will be responsible for the implementation, management and development of the Supporter Retention & Development program and the growing donor database in their relevant market in order to inspire donors to continue their regular support, and also achieve additional and higher value gifts from the existing supporter base. The role will be responsible for ensuring the team maximizes the use of a variety of communication channels to deliver the retention & development program including inbound telephone and email, telemarketing, digital and direct mail etc.. These channels will be used to deliver Upgrade, Special Appeal and Middle Donor programs. The work of the team is also responsible for managing all outbound retention telemarketing campaigns in conjunction with telemarketing agencies/in-house teams in order to deliver this element of the Retention strategy.

Job Responsibilities

• Development and delivery of the supporter Retention & Development program in the relevant jurisdiction/market
• Guide the supporter services team to ensure excellent inbound response handling
• Guide the development and implementation of the Supporter Retention communication program
• Lead or/work with Supporter Communications teams and/or others on the development and delivery of the donor newsletters, and any other retention materials required for donor development
• Ensure and lead the effective delivery of the Continuing Support program (Prompted, Upgrade, Middle Donor, Special Appeal) including ensuring the effective management of the telemarketing agencies
• Work on special projects or any other fundraising work as instructed by their line manager
• Ensure and lead the effective management of the Special Appeal Program (including development or coordination of materials, e.g. direct mail, telefundraising script, etc) in according to targets and KPIs identified in the yearly ODP for Greenpeace East Asia
• Liaison with other Managers in the FR&E Engagement team to ensure effective coordination of projects and messaging takes place
• Liaison with other Managers from campaign and comms departments to ensure the role of supporters in maximized in campaigns, and that campaigns work effectively to help to achieve supporter retention and development goals

Competencies Profile

Act with integrity

Work with Others

Demonstrate Resilience

Champion for Change

Strive for Result & Quality

Coordinate & Implement Plans

Negotiate with Others (internal & external)

Build Networks (internal & external)

Engage Supporters (financial & non-financial)