Supporter Relations Coordinator

Job - October 16, 2018
The Supporter Relations Coordinator's role is to ensure effective relationship building and retention of supporters and potential supporters using a range of methods and activities. As part of the Fundraising Department in the Philippine office, SR Coordinator will report to the Fundraising Manager (FRM) and work in close partnership with the Supporter Care Officer and telemarketing team (in-house or outsourced) and regional Fundraising teams (ROAR, SC Coordinators in Indonesia, Thailand and Malaysia) to deliver a best practice “supporter journey” and contribute to increase our retention rate to 60% in 2018.

Note: Greenpeace has a policy of not soliciting funds from corporations or governments, we are reliant on the support of individuals for all the funds to carry out our environmental campaigns.

Job post: Supporter Relations Coordinator

Key Duties

  1. Implementation of donor retention and development strategies
  • Implement retention and relationship strategies with respect to timeline and allocated budget and ensure the development of a long-term relationship with our individual donors that generate maximum lifetime value and retention.
  • Support the FRM in understanding and utilizing data segmentation and data profiles to ensure that the right message goes to the right donor, via the right channel, at the right time.
  • Share inputs on who, what, when, and how to inspire and communicate with supporters and potential supporters. Identify, and cost effectively, meet their needs.
  • Build an effective relationship with our financial supporters (and potential supporters) using a range of traditional and digital methods and activities.
  • Work closely with the rest of the fundraising team in the Philippines to achieve annual budgets and KPI objectives by implementing supporter loyalty strategies and programs
  1. Planning and  preparation for implementation
  • Support and give inputs in developing the GPSEA donor retention strategy.
  • Facilitate relationship and coordinate with external suppliers and agencies.
  • Participate in the benchmarking and testing of retention programs.
  • Provide inputs in developing supporter journeys, donor segmentation, tracking processes, and use of new retention tools and methods.
  • Help in developing concepts and ideas for creative materials.
  1. Supporter Communication and Materials
  • Develop or follow-up the development of supporter communications materials with suppliers and agencies. This includes channel selection, copywriting, editing, design concepts, design process management, testing plans and rollout with key performance tracking.
  • Develop (english versions) or project manage the production of all direct marketing / supporter communication materials in Philippines with the support of the FRM
  • Seek sign-off from FRM Manager and liaise with internal departments to gain approval of all fundraising copy and telemarketing scripts.

  • Work closely with Telemarketing Coordinator and/ or Officers by writing TM scripts and ensuring the consistency of all communications for the Lead Conversion, Upgrade, Recapture and Reactivation programs and other call programs.
  • Work closely with Supporter Care officer to deliver and ensure the timeliness and consistency of all supporter care communications.
  • Work with Supporter Care and Engagement units to organize events to enhance supporter loyalty and increase income.
  • Manage print and mailshop requirements of the department, including but not limited to the print production and mailing of the following: printed newsletters, e-newsletter/ e-digest, snapshot and annual receipt, donor birthday and Christmas card.
  • Coordinate with FRM to ensure that the following routine supporter communications are accurately and promptly sent out to target supporters/ donors: online edition of newsletter, campaign updates, and invitations.
  • Work closely and provide guidance to the telemarketing team for a sustainable and relevant supporter care and retention program content through consistent fundraising communication materials in line with the campaigns.
  • Ensure all materials are in line with Greenpeace brand guidelines and reflect our mission and values.
  • Develop effective cross-divisional relationships (integrated work and part of Engagement Digital team) to aid successful fundraising and achievement of campaign and mass networking objectives.
  1. Reporting
  • Develop call reports, give updates, and provide necessary inputs to assist FRM in monitoring and reviewing Supporter Care and Retention Telefundraising programs.
  • Work with Regional Database Team in developing relevant reports for Supporter Care and Retention programs.
  • Work closely with Supporter Care Officer to ensure the accuracy and timely submission of the monthly Fundraising Income Report.
  1. Budget Management
  • Monitor the budget for supporter relationship programs in PH on a regular basis.
  • Track and report the variances with yearly targets (ODP).
  • Assist the FRM as required with the regular financial reporting and budget control for Supporter relationship communication.
  • Work with the Fundraising Manager and Fundraising Director to prepare annual budgets and forecasts and work to ensure we meet these
  1. Innovation
  • Research, test and implement new initiatives and innovations in order to improve the supporter retention & development communications (as agreed with FRM and/or in consultation with RRDC)
  1. Other duties as directed
  • Any other duties required by FRM (e.g. project representation).

 

Educational Background & Fundamental Qualifications

Level of Education: 

Bachelor’s degree, preferably in Marketing, Communications, Business Administration (or relevant industry experience)                                            

Work Experience: 

  • 3 years+ in developing creative ideas and writing engaging copy
  • 3 years+ in managing the production of direct marketing and other printed materials (such as newsletters, brochures and annual reports) and online material
  • Experience in relationship building and supporter / customer care

 

Competencies and Skills

Organizational Competencies

  • Professionalism: Knowledge and/or experience in managing conduct and emotions in a way that represents the values and realizes the objectives of the organization
  • Teamwork & Communication: Knowledge and/or experience in working with others and presenting information, ideas, and positions in a clear manner that can easily be understood across diverse and multi-cultural audiences
  • Innovation & Change: Knowledge and/or experience in reflecting creative and imaginative thinking, an openness to new ideas, and an ability to take calculated risks in order to meet organizational objectives
  • Strategic Thinking & Global Mindset: Knowledge and/or experience in addressing organizational objectives by developing calculated approaches that integrate an openness to and awareness of diversity across cultures
  • Partnering & Networking: Knowledge and/or experience in collaborating in cross-functional activities to achieve organizational objectives

 

Functional Skills

  • Excellent interpersonal and communication skills
  • Excellent copywriting, storytelling and editing skills
  • Strong written and spoken English and Thai languages
  • Excellent attention to details, time management and organizational skills
  • Computer literate, Knowledge and/or experience in Windows pack office, design tools, emailing and digital analytics solution
  • Negotiation and influencing skills
  • Knowledge and/or experience in fundraising reporting and analysis
  • Knowledge and/or experience in database systems, reporting and management
  • Knowledge and/or experience in managing suppliers or agencies
  • Knowledge and/or experience in local fundraising markets and practices
  • Able to work successfully as part of a team
  • Ability to work under pressure and to meet deadlines
  • Open minded, out of the box thinker

 

Specific Work Environment

This position requires the employee to have a flexible approach and the ability to adapt and work in different and challenging work and cultural environments, which may include flexible arrangements working in challenging field and frontline work environments. 

Application Guidelines

 

Interested candidates are invited to write a Letter of Introduction, explaining why you are qualified for the position and why you want to work for Greenpeace, fill out the Application Form below and email to: 

Deadline for Applications: January 30, 2019

Download Application Form

Download Recruitment Pack