Donor Retention Manager

International Rescue Committee (RESCUE) grundades 1933 på initiativ av Albert Einstein och är idag en stor internationell humanitär organisation. Hösten 2019 öppnade RESCUE verksamhet i Stockholm med målet att skapa engagemang i Sverige om situationen för utsatta människor runt om i världen. Vi fortsätter utbyggnaden av vår verksamhet och söker nu dig som vill hjälpa oss att bygga och behålla en stark bas av individer som engagerar sig för och bidrar till vår verksamhet runt om i världen.

Du ansvarar för vårt lojalitetsarbete, för att driva intäktsgenererande metoder och aktiviter och för att säkerställa en långsiktigt växande givarbas. Tjänsten är en nyckelroll i uppbyggnaden av RESCUEs verksamhet i Sverige både på kort och lång sikt.

• Anställning: Tillsvidareanställning
• Placering: Stockholm
• Sista ansökningsdag är 8 november
• Skicka in din ansökan här.
   

Job description

RESCUE opened in Sweden one year ago and with the ambition to grow further is now strengthening the team with a Donor Retention Manager. The main purpose of this role is to contribute to generating long-term sustainable growth, maximising income and retaining a solid base of donors/supporters. As the Donor Retention Manager, you will be responsible for leading on the retention strategy and programme in accordance with global strategy and in collaboration with related areas, all based on supporter focused approach.

You will be responsible for maximising the potential of the retention programmes, including developing products, methods and channels, where our focus is on digital engagement. Your work is based on data insight and analysis, and includes developing and implementing new areas, all whilst ensuring this is all in line with our supporter’s needs and expectations. 

You will become part of a small dynamic team working together to build RESCUE in Sweden.

Key accountabilities

Strategic and programme development

• Build and manage a supporter engagement and retention programme for Swedish donors, with a digital engagement focus, in line with global strategy and practice..
• Develop and implement supporter journeys to increase loyalty and long term value, focusing on monthly donors.
• Initiate and manage revenue generating activities campaigns to existing donors with the aim of generating donation, conversion, upgrading.
• Drive the retention channels throughout the full process. These channels are mainly email, sms and telemarketing.
• Develop communication and content to current donors in collaboration with colleagues and agencies
• Be accountable for activity being produced on time, in budget and within departmental strategic objectives
• Proactively develop new methods, channels to ensure development and future proofing
• Ensure best-in-class supporter experience that is focused on the long term relationship with donors, together with donor care officer.  

Collaboration

• Be the retention expert in cross-market working groups and committees
• Work closely with donor care and loyalty officer on CRM and retention marketing platforms functionality, data base quality and optimising donor management.
• Work closely with digital acquisition manager to ensure maximised long term value across the areas 
• Collaborate with equivalent teams in other national markets (i.e. Germany, Sweden, US) and the global retention team, to ensure efficiency and skill sharing
• Manage 3rd party supplier relationships, ensuring all work carried out is to a high standard and represents good value for money

Budgeting and planning

• Focus on maximising long term value and return on investment, and take contingency action as necessary to achieve budgeted income target
• Accurately forecast, monitor and report on Retention income and expenditure budget lines
• Maintain and develop a monitoring and reporting framework for retention activity and associated key performance indicators (KPIs) to demonstrate the performance of the retention strategy
• Maintain budget responsibility for activities and results of the retention area.

Analysis and data management

• Ensure strong insight and analysis of the donor base, focusing on life time value
• Manage forecasting of donor database development and KPIs for all individual donors
• Be the focal point for insight and analysis on donors for the fundraising team, supporting colleagues and ensuring all work is insight driven
• Build qualitative analysis of retention activities and results, to maximise results focusing on long term return on investment (ROI).
• Build reports, and deliver KPIs and analysis as requested for internal reporting on fundraising
• Maintain an up-to-date knowledge of current GDPR data protection legislation and ensure all retention activity is compliant

General

• Keep up to date with the sector developments in individual giving to ensure RESCUEs is at the forefront of fundraising developments.
• Maintain an up-to-date knowledge of current legislation, best practice and industry standards and adhere to all relevant regulation including the Fundraising Regulator and ICO. Ensure all fundraising and marketing is ethical, effective and supporter centric
• This post may involve some travel, overnight stays and occasional working outside core office hours
• Undertake any other additional tasks as requested by the Head of Mass Markets, Sweden.

Qualifications

Experience

• Strong experience of individual giving fundraising or equivalent.
• Experience in setting up retention programme and supporter/customer journeys.
• Experience of donor/customer data base analysis and experience of audience and donor segmentation, analytical modelling such as Life Team Value.
• Experience of project leading production of campaigns for income generation.
• Strong experience using Marketing Automation and CRM system (Salesforce valuable)
• Used to working in a fast-paced, high performing team
• Experience working on the non profit sector valuable

Skills, Knowledge and Qualifications

• Driven and proactive with a solutions-based attitude and the ability to motivate a team
• Strong interpersonal skills, with the ability to work and collaborate with stakeholders at all levels
• Commercial mindset, with the ability to set short and long-term strategic objectives
• Numerate with excellent data analysis and interpretation skills
• Excellent verbal and written Swedish and English skills and the ability to produce engaging content as well as high quality reports.
• Knowledge and understanding of legal frameworks and requirements, and implications of decisions in the best interest of the organisation.
• Degree in marketing or equivalent experience

Candidates must have the right to work in Sweden.

Ansök idag!

Känns det här som en roll som skulle kunna passa dig? Då rekommenderar vi dig att skicka in en ansökan och sista dagen att göra det är 8 november. Notera att vi inte hanterar ansökningar via mail utifrån GDPR.

Om du har specifika frågor om tjänsten går det bra att skicka ett email till [email protected].

Skicka in din ansökan här.

Om RESCUE

International Rescue Committee (RESCUE) grundades 1933 på initiativ av Albert Einstein. Vi är idag en stor internationell humanitär organisation som fortfarande genomsyras av Einsteins vision och kreativitet. Vi arbetar i över 40 länder och stödjer människor vars liv har slagits i spillror av konflikter och katastrofer. På ett smart sätt hjälper vi dem att överleva, återhämta sig och återuppbygga.