The Donor Retention Assistant Manager, reporting to the Director of Fundraising (DoFR) and works closely with DoFR in the development and successful implementation of retention strategies to minimize attrition and debit failures and build strong donor engagement based on market research and measurable key indicators.
This role ensures a focus on audience segmentations which ensure long term relationships with our donors that generate maximum lifetime value and retention. Key to the strategy development is understanding and utilizing data segmentation and data profiles to ensure the right message goes to the right donor, via the right channel, at the right time
This role also involves building effective working relationships among Retention Coordinators across the region to ensure the effective planning, implementation and evaluation of retention campaigns and activities.
This role is full-time permanent based in the Greenpeace Thailand office and will have a close working relationship with the regional retention team.
Duties and Responsibilities:
Retention Strategy and Donor Development for the region
- Support the DoFR for development of the donor retention strategies that drive donor loyalty, reduce churn, and optimize engagement.
- Lead the standardization of donor journey/s while utilizing data analytics, segmentation, and donor insights to tailor messaging, ensuring effective communication at the right time and through the right channels.
- Monitor key retention metrics, identify trends, and recommend data-driven improvements to increase donor lifetime value.
- Lead in the standardization of retention processes, systems and tools to ensure an effective and efficient implementation of the retention plan.
Telemarketing – Insights and Reports Management
- Standardize the Telemarketing insights, reports and dashboards in line with the overarching regional retention strategy in consultation with the DoFR, which will aid in the performance evaluation of each TM program.
- Coordinate with the FR Insight Analyst and Database Manager to ensure relevant business intelligence is available and there is optimal utilization of such data and information.
- Assist the DoFR to perform donor base segmentation and trend analysis that will inform the retention strategy.
- Line manage Thailand Donor Service and Telemarketing Senior Coordinator.
Supporter Care – Development of Systems and Processes
- Coordinate with the Insight Analyst and Database Manager in producing relevant data useful in reviewing the existing donor journey, drawing correlation between behavioral indicators of donors and current KPIs (eg. Open rate, Click-through rate, etc) and provide insights and recommendations to the DoFR
- Provide insights to the DoFR in ensuring that donor journeys are aligned with their country’s Integrated Engagement Journey (IEJ).
- Coordinate with the Insight Analyst in conducting retention projects such as donor surveys or audience research wherever deeper insights and data is required by the
- Coordinate with the Regional Content and Design Senior Coordinator in providing relevant creative content, whenever required.
- Line manages Thailand’s Supporter Relations Coordinator (SRC).
Supporter Relations – Insights and Donor Communication Support
- Develop standard Supporter Care systems and processes across all offices, in line with the larger donor management strategy for GPSEA in consultation with the
- Coordinate with the FR Managers and Supporter Care Coordinators in setting up KPIs on their respective Supporter Care programs in collaboration with their local coordinators.
- Create a monitoring process for the DoFR to be able to measure the impact and progress of these systems and tools.
Budget Management
- Plan and manage budget for Thailand Telemarketing, Supporter Care and Supporter Relationship teams and activities
- Advise SRCs in Malaysia, Indonesia and Philippines on and monitoring of budget for donor communication, donor merchandise and donor events
- Report back on monthly, quarterly and annual basis on budget utilization
- Conduct regional retention meetings periodically to facilitate knowledge sharing and learning.
- Collaborate and strengthen relationships with the country and regional Fundraising team and identify key areas where this role can support.
- Participate in the GP retention community of practice to access relevant case studies and best practices that can add value to GPSEA.
- Collaborate with Regional and Country Journey Team to harmonize and integrate the Supporter Journey/s.
- Collaborate with the outsourced Telemarketing Agency and other agency partners as required.
- Provide DoFR with budget forecast insights by conducting a periodic review of the top-level numbers for all retention programs across all offices.
- Shared accountability with country retention team to achieve retention objectives
- Ensure data and reports provided to the DoFR are accurate.
Skills and Experience
- Bachelor’s Degree or higher in Marketing /Communications/Business Administration or related field.
- Minimum of 5 years’ experience and successful track record in using a wide range of Fundraising and Marketing methods and activities, especially focused on donor retention.
- Minimum of 5 years’ experience in managing a team or holding a leadership role.
- Proven experience of planning, implementing and evaluating successful retention programs with a track record of hitting targets/KPIs.
- Relevant experience in developing income and expense budgets and forecasts.
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 multicultural
- Leadership: Knowledge and/or experience in guiding and directing the efforts of others by presenting a clear vision, delegating responsibilities, and providing constant support and feedback.
- Quality: Knowledge and/or experience in meeting and surpassing requirements by setting high standards for the condition of outputs.
- 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.
Functional Skills
- Effective leadership and critical thinking skills useful in the development of Fundraising strategies and plans.
- High level communication skills and an ability to facilitate cross team projects.
- Ability to understand and analyze fundraising data and develop insights, observations and recommendations out of it.
- Good report writing skills including the ability to deliver clear and concise written communications for a range of audiences.
- Fluent in the English language – spoken and written.
