Reports to: Individual Donor Program Manager 

Project/ Unit: Individual Donor Program                                                                        

Area of Assignment: Quezon City Head Office (hybrid work set-up)

WORKS WITH

Internal: Resource Generation and Partnerships Director, IDP Team, Corporate Partnerships Team, Communications Team, other WWF staff as appropriate
External: WWF members / Individual donors, Third-Party Service Suppliers, Strategic Partners (corporate or non-profit), Suppliers

GENERAL DESCRIPTION 

The IDP Donor Management and Retention Officer will be responsible for setting up the WWF-Philippines donor management and retention program. The post holder will be responsible for delivering donor journeys that both delight donors and maximize lifetime value. The position will also be responsible for managing the database: ensuring these data are entered into the specialist software system, carrying out analyses of the data, and ensuring the information collection, storage, and dissemination is compliant with the Philippines Data Privacy Act (Republic Act 10173).

Primary areas of responsibilities include four phases:

(1) Donor Retention and Database Management with (alongside) Third Party Agency

• Act as liaison for WWF to make sure all requirements for a donor database are adhered to by the third-party vendor. The position will interface directly with the third-party point person for all database requirements.
• Report to all stakeholders including the IDP team regarding the development status of the donor database on a monthly basis.
• Ensuring all the data complies with legal & security regulations.
• Making sure the information is secure, protected, and backed up on the system.
• Monitoring database performance and security.
• Provide a monthly progress report to the IDP Manager on the development status, database health, and adherence or non-adherence of the Third Party Supplier to the agreed timelines. (i.e. success of testing, report development, data migration schedules, etc.)
  • Conduct spot checks to ensure data accuracy on a weekly basis.
  • Able to provide technical support for the retention team whenever they encounter issues with the database system
  • Act as liaison between the third-party vendor and the organization whenever there are production issues or upgrades.
  • Act as liaison between the payment processor vendors and the organization in cases of issues, upgrades, and other circumstances.

(2) Database Management of Digital Donors

• Improving the effectiveness of the database tools and services by conducting evaluation on the current tools and services. Recommendations will be given for the approval of WWF management.
• Improving the technology used by conducting evaluation on a monthly basis. Recommendations on the upgrades will be given for the approval of management based on the monthly evaluations.
• Able to expand and improve the existing database as the need arises.  The expansion of data will be determined by WWF based on the additional needs of the organization.
• Housing and maintenance of the database.
• Financial reconciliation and reporting (monitor database).
• Business Intelligence (Data analysis and management of the database).
• Contact Centre (inbound and outbound call capabilities, and management of the donor care email address).
  • Handling general inquiries in a timely manner and providing excellent donor services to ensure donor satisfaction.
  • Upgrades of donations, reactivations of lapsed donors, and updated donor records.
  • Analyze donors’ feedback and develop new techniques to ensure supporters’ retention.

(3) Donor Retention and Donor Journey

• Standardize across all platforms to provide donors with a satisfying donor experience.
• Handle the donor communications plan (CRM, Mailchimp, Pinpoint) and the fulfillment of the physical and digital donor tokens.
• Organize 2 donor events in a year.
• Develop new strategies for supporter loyalty.

(4) Manage the telemarketing of the third-party agency

• Act as liaison for WWF to make sure all requirements for telemarketing are adhered to by the third-party vendor. 
• Generate quality leads for telemarketing third party agency and submit leads, one-time donors, and supporters to the telemarketing third party agency monthly.
• Develop lead generation strategies and a process to convert leads to donors and convert small donors to middle/major donors. 

QUALIFICATIONS:

• University degree in a relevant discipline (e.g. advertising, marketing, or communications).
• A minimum of 2 years of professional experience in marketing and/or fundraising.
• Significant experience in using CRM systems and/or fundraising databases and processing data segmentation.
• Strategic thinker with excellent financial acumen and analytical skills.
• Excellent problem-solving, research, and analytical skills.
• Good command of both written and spoken English and Filipino.
• This post would suit persons with direct marketing, membership acquisition, retention, or card-based marketing experience. 
• Track record of successfully setting and delivering clearly defined objectives and KPIs.
• Demonstrable experience in budgeting and forecasting income and expenditure budgets.
• Proven experience in planning, implementing, and evaluating successful retention programs with a track record of hitting targets.
• Experience in building two-way donor relationships with a passion for engaging and delighting donors.
• Proven problem solving and decision-making skills with a track record of using good judgment to make decisions that lead to positive outcomes
• Proven experience in working constructively and collaboratively with internal teams.
• Track record of successfully managing external suppliers including drafting and issuing briefs, managing the production of tokens, and negotiating costs.
• Experience in managing a supporter care function with a sound understanding of how to create robust processes, protocols, and service level agreements to underpin high standards of donor care.
• Calmness under pressure and an ability to manage and prioritize a varied workload whilst working to tight deadlines.
• A passion for customer experience.
•  Pleasant disposition with good interpersonal skills, hard-working, innovative, team player, and committed.
• Work experience in an international NGO is a distinct advantage.