Job Vacancy : Supporter Care Coordinator
The Supporter Care Coordinator is essential in delivering this vision. He/She is responsible for overseeing the professional, efficient, timely and accurate processing of supporter relationship administration, and ensuring that financial contributions are received timely each month. The successful candidate will lead the Supporter Care Team in handling inbound supporter queries in a passionate, inspiring manner delivering excellent supporter service with an emphasis on building supporter loyalty.
The Supporter Care Coordinator will be responsible for the line management and development of the Supporter Care Team, managing the day to day workloads and ensuring that tasks are prioritized and deadlines are met.
Download form : www.greenpeace.or.id/jobs
Deadline of applications: April 17, 2011
KEY DUTIES & RESPONSIBILITIES
Leadership and Management of staff
* Be an inspiring and motivating leader for the Supporter Care Team.
* Recruit, train and manage the staff required to fulfill Supporter Relationship Care tasks.
* Develop effective and equitable flow of tasks by setting up and monitoring effective systems for work division and prioritization, leaving time for proactive tasks as well as day to day processing.
* Ensure the Supporter Care Team contributes fully towards the objectives of the Supporter Care Team and that team members have received adequate inductions, training and coaching.
* Provide clear direction, ongoing support and development opportunities for the Supporter Care Team, ensuring they are engaged in and contribute to all areas of the organization.
* In conjunction with the Supporter Relationships Coordinator and Direct Dialogue Coordinator, develop and deliver annual objectives for Supporter Care staffs, reviewing performance quarterly and performing annual performance appraisal.
* Focus staff on achieving best possible practice in terms of supporter service. Provide ongoing training opportunities to encourage staffs to build on skills. Identify training needs within the Supporter Care Team and building an effective, happy working team Administration, Fulfillment and Data Processing
* Input new members in the database.
* Maintain the quality of data processing by the Supporter Care Team to maximize data integrity whilst balancing with efficiency of processes.
* Work closely with partner banks to secure the fastest process for automatic debit facility. He/She should ensure that new supporters’ bank forms are continually followed up with their maintaining branch.
* Receive the financial contributions of supporters through the automatic debit facility. To work with and improve current auto-debit processes in the database.
* Produce an accurate monthly report that will reconcile donations and bank statements, and in doing so, work closely with the finance department in monitoring banking processes to ensure accurate debits, reports and account coding.
* Document data, processes, and procedures which will be relevant to improving future processes.
* Effective and timely welcoming of new supporters as devised in conjunction with the Supporter Relationships Coordinator
* Processing of one-off cash, credit card and cheque gifts, renewals, reactivations, cancellations, upgrades, changes of details and any other donation or supporter relationship administration task as required.
Supporter Care
* Lead the Supporter Care Team in providing a high level of customer service to develop and maintain excellent supporter relations, retaining or upgrading financial support where appropriate and making sure the supporter is kept informed and happy.
* Create and oversee a Supporter Save program incorporating effective training, goal setting, monitoring and rewards.
* Work closely with the fund raising team to ensure that the needs are being met and systems are in place to manage workloads.
Responsible for the sign off of all response mechanisms.
* Work closely with the Supporter Relationships Coordinator to improve the supporter journey making the most of opportunities to develop supporter loyalty and implementing tailored supporter communications.
* Handle all complaints and difficult calls with professionalism, sensitivity and efficiency whilst maintaining a positive Greenpeace experience for the caller.
* Providing timely responses for email inquiries, requests, and complaints.
* Champion the importance of Supporter Care work within the organization, keeping other staffs up to date with latest team practices and feedback from supporters
Reporting, Budgeting and Analysis
* Effectively monitor key performance indicators, and report on them to the greater organization.
* Work closely with the Supporter Relation Coordinator, Direct Dialogue Coordinator and the Fundraising Manager to monitor, measure, and evaluate the performance of all in-house telemarketing programs (welcome/debit fails/upgrade/reactivation).
* Work closely with the Fundraising Manager to ensure thatFundraising targets are met and exceeded.
* Monitor and analyze the effectiveness of “Supporter Journey” materials, document all necessary information relevant to the “Supporter Journey”.
* Work with Regional Database Admin and Analyst to provide other useful reporting.
* Effectively store and monitor information capital in our database to make sure all data is captured in a user friendly manner.
* Prepare monthly and quarterly reporting for the Fundraising Director
* Work with the Fundraising Manager and Fundraising Director to prepare annual budgets and forecasts and work to ensure we meet these.
Other
* Serve on cross function project teams and committees as required ensuring a fundraising and marketing perspective is effectively represented.
* Any other appropriate tasks or projects as delegated by the Fundraising Management
* Can work integrally with other unit in Greenpeace
Qualifications / Experience
* Bachelor Degree (Marketing / Communications / Business Administration or related field)
* Experience in Costumer Care work
* Experience in leading and managing teams
* Ideally have some experience working for an international NGO
Essential Skills
* Excellent verbal communication (English)
* Strong written skills (both English ), including the ability to interpret and re-write information
* Time, task and record management skills
* Ability to work independently without direct supervision
* Planning and evaluation skills
* Ability to analyze figures and make decisions based on information
* Mature and organized, with an attention to detail
* Customer service and relationship building
* Computer skills: Microsoft Office, internet and email
Please complete all items in the application form as this will be our basis for shortlisting candidates. Curriculum Vitae (CVs) will not be accepted.
For detail about our vacancy you can click www.greenpeace.or.id/jobs
The Supporter Care Coordinator is essential in delivering this vision. He/She is responsible for overseeing the professional, efficient, timely and accurate processing of supporter relationship administration, and ensuring that financial contributions are received timely each month. The successful candidate will lead the Supporter Care Team in handling inbound supporter queries in a passionate, inspiring manner delivering excellent supporter service with an emphasis on building supporter loyalty.
The Supporter Care Coordinator will be responsible for the line management and development of the Supporter Care Team, managing the day to day workloads and ensuring that tasks are prioritized and deadlines are met.
Download form : www.greenpeace.or.id/jobs
Deadline of applications: April 17, 2011
KEY DUTIES & RESPONSIBILITIES
Leadership and Management of staff
* Be an inspiring and motivating leader for the Supporter Care Team.
* Recruit, train and manage the staff required to fulfill Supporter Relationship Care tasks.
* Develop effective and equitable flow of tasks by setting up and monitoring effective systems for work division and prioritization, leaving time for proactive tasks as well as day to day processing.
* Ensure the Supporter Care Team contributes fully towards the objectives of the Supporter Care Team and that team members have received adequate inductions, training and coaching.
* Provide clear direction, ongoing support and development opportunities for the Supporter Care Team, ensuring they are engaged in and contribute to all areas of the organization.
* In conjunction with the Supporter Relationships Coordinator and Direct Dialogue Coordinator, develop and deliver annual objectives for Supporter Care staffs, reviewing performance quarterly and performing annual performance appraisal.
* Focus staff on achieving best possible practice in terms of supporter service. Provide ongoing training opportunities to encourage staffs to build on skills. Identify training needs within the Supporter Care Team and building an effective, happy working team Administration, Fulfillment and Data Processing
* Input new members in the database.
* Maintain the quality of data processing by the Supporter Care Team to maximize data integrity whilst balancing with efficiency of processes.
* Work closely with partner banks to secure the fastest process for automatic debit facility. He/She should ensure that new supporters’ bank forms are continually followed up with their maintaining branch.
* Receive the financial contributions of supporters through the automatic debit facility. To work with and improve current auto-debit processes in the database.
* Produce an accurate monthly report that will reconcile donations and bank statements, and in doing so, work closely with the finance department in monitoring banking processes to ensure accurate debits, reports and account coding.
* Document data, processes, and procedures which will be relevant to improving future processes.
* Effective and timely welcoming of new supporters as devised in conjunction with the Supporter Relationships Coordinator
* Processing of one-off cash, credit card and cheque gifts, renewals, reactivations, cancellations, upgrades, changes of details and any other donation or supporter relationship administration task as required.
Supporter Care
* Lead the Supporter Care Team in providing a high level of customer service to develop and maintain excellent supporter relations, retaining or upgrading financial support where appropriate and making sure the supporter is kept informed and happy.
* Create and oversee a Supporter Save program incorporating effective training, goal setting, monitoring and rewards.
* Work closely with the fund raising team to ensure that the needs are being met and systems are in place to manage workloads.
Responsible for the sign off of all response mechanisms.
* Work closely with the Supporter Relationships Coordinator to improve the supporter journey making the most of opportunities to develop supporter loyalty and implementing tailored supporter communications.
* Handle all complaints and difficult calls with professionalism, sensitivity and efficiency whilst maintaining a positive Greenpeace experience for the caller.
* Providing timely responses for email inquiries, requests, and complaints.
* Champion the importance of Supporter Care work within the organization, keeping other staffs up to date with latest team practices and feedback from supporters
Reporting, Budgeting and Analysis
* Effectively monitor key performance indicators, and report on them to the greater organization.
* Work closely with the Supporter Relation Coordinator, Direct Dialogue Coordinator and the Fundraising Manager to monitor, measure, and evaluate the performance of all in-house telemarketing programs (welcome/debit fails/upgrade/reactivation).
* Work closely with the Fundraising Manager to ensure thatFundraising targets are met and exceeded.
* Monitor and analyze the effectiveness of “Supporter Journey” materials, document all necessary information relevant to the “Supporter Journey”.
* Work with Regional Database Admin and Analyst to provide other useful reporting.
* Effectively store and monitor information capital in our database to make sure all data is captured in a user friendly manner.
* Prepare monthly and quarterly reporting for the Fundraising Director
* Work with the Fundraising Manager and Fundraising Director to prepare annual budgets and forecasts and work to ensure we meet these.
Other
* Serve on cross function project teams and committees as required ensuring a fundraising and marketing perspective is effectively represented.
* Any other appropriate tasks or projects as delegated by the Fundraising Management
* Can work integrally with other unit in Greenpeace
Qualifications / Experience
* Bachelor Degree (Marketing / Communications / Business Administration or related field)
* Experience in Costumer Care work
* Experience in leading and managing teams
* Ideally have some experience working for an international NGO
Essential Skills
* Excellent verbal communication (English)
* Strong written skills (both English ), including the ability to interpret and re-write information
* Time, task and record management skills
* Ability to work independently without direct supervision
* Planning and evaluation skills
* Ability to analyze figures and make decisions based on information
* Mature and organized, with an attention to detail
* Customer service and relationship building
* Computer skills: Microsoft Office, internet and email
Please complete all items in the application form as this will be our basis for shortlisting candidates. Curriculum Vitae (CVs) will not be accepted.
For detail about our vacancy you can click www.greenpeace.or.id/jobs
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