Purpose and Scope of the Job

As the leader of the Supporter Retention & Development Team, the Senior Supporter Retention & Development Officer is primarily responsible for the development and delivery of the Supporter Retention & Development program in the relevant Greenpeace East Asia market/jurisdiction (Korea, Hong Kong or Taiwan). This includes the management of inbound & outbound retention & development telemarketing for Greenpeace East Asia, coordination of the donor retention program, and the leadership of the supporter retention and development team, with an ultimate goal of reaching supporter retention & development fundraising targets that allow the organization to reach its campaign and organizational objectives.

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 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 
• Working with the relevant Deputy Director and other FR & E managers, to contribute to the regional fundraising retention & development strategy 
• Development and delivery of the Middle Donor program to ensure identified supporters are inspired to progress up the donor pyramid as appropriate 
• Take the lead in managing the relationships with external telemarketing agencies and negotiate contracts, set KPIs to deliver the Upgrade and Retention program (e.g. welcome calls, reactivation, campaign engagement, etc) outbound calling and to ensure KPIs and financial targets are achieved. Ensure that the Supporter Retention & Development Officer achieves effective day-to-day management of these relationships (R3, R4)
• Responsible for developing and maintaining effective reporting according to agreed formats and frequency for all areas of the program and ongoing financial management including the timely processing of invoices 
• Ensure the coordination and integration of Supporter Services and Supporter Retention & Development teams and provide an integrated communication plan for a seamless donor experience
• Serve as liaison to other Greenpeace NROs to share information, learn best-case practices, and help in increasing the effectiveness of all areas of the Supporter Development program 
• Work with other departments in Greenpeace on an as-needed basis to enhance integration internally between the Supporter Services team and other departments 
• Develop, plan and implement strategies that ensure continued growth and enhancement of Supporter Service & Development programs. 
   

Competencies Profile

Skills and Expertise required

Specific Work Environment

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