Greenpeace, one of the world’s most respected and dynamic organizations, is
an international non-profit global campaigning organization that acts to
ensure the ability of Earth to nurture life in all its diversity. At the
heart of Greenpeace’s campaigns is the tradition of non-violent, direct
action against environmental abuse and destruction.
*Greenpeace exists because this fragile earth deserves a voice. It needs
solutions. It needs change. It needs action.*
Greenpeace is acts to change attitudes and behavior, to protect and
conserve the environment and to promote peace by:
- *Catalyzing an energy revolution* to address the number one threat
facing our planet: climate change.
- *Defending our oceans* by challenging wasteful and destructive
fishing, and creating a global network of marine reserves.
- *Protecting the world's ancient forests* and the animals, plants and
people that depend on them.
- *Creating a toxic free future* with safer alternatives to hazardous
chemicals in today's products and manufacturing.
- *Campaigning for sustainable agriculture* by rejecting genetically
engineered organisms, protecting biodiversity and encouraging socially
responsible farming.
Greenpeace is present in 40 countries across Europe, the Americas, Asia,
Africa and the Pacific.
To maintain our independence, Greenpeace does not accept donations from
governments or corporations but relies on contributions from individual
supporters and foundation grants.
For over 40 years, Greenpeace has been successful in our campaigns to
reverse environmental degradation by bearing witness to environmental
destruction and exposing and confronting environmental abuse. Greenpeace
campaigns have been vital in informing government policies on the
environment and effecting changes in business practices which lead to
various environmental problems.
*Greenpeace in Southeast Asia*
Greenpeace opened our first office in Southeast Asia in 2000. In that time
we have led successful campaigns throughout the region, securing fresher
air, cleaner water and a healthier environment through changing industry
practices and government policies. Greenpeace actively campaigns across the
region to catalyze an energy revolution, protect ancient forests and our
oceans, create a toxics-free future and create a shift to sustainable
agriculture.
Greenpeace has three offices in Southeast Asia—in Thailand, Indonesia and
the Philippines and each office is composed of five departments: Campaigns,
Fundraising, Communications, Mass Mobilization and Organizational
Support. Currently,
Greenpeace has more than a 140 staff across the region, excluding the
direct dialogue fundraisers.
* *
*THE POST: SUPPORTER CARE COORDINATOR*
Job title : Supporter Care
Coordinator
Reports to : Fundraising Manager
Line-manages : Supporter Care Assistant,
Telefundraising Team Leader, Supporter Care Admin
*
*
*Job Summary:*
The Supporter Care Coordinator is responsible in 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.
*Key Responsibilities:*
1. To lead and manage Supporter Care team
a. Be an inspiring and motivating leader for the Supporter Care
Team.
b. Recruit, train and manage the staff required to fulfill
Supporter Relationship Care tasks.
c. 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.
d. 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.
*e. *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.
f. 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*.*
*g. *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.
2. To supervise Administration, Fulfillment and Data Processing
a. Input new members in the database.
b. Maintain the quality of data processing by the Supporter Care
Team to maximize data integrity whilst balancing with efficiency of
processes.
c. 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.
d. Receive the financial contributions of supporters through the
automatic debit facility. To work with and improve current auto-debit
processes in the database.
e. 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.
f. Document data, processes, and procedures which will be
relevant to improving future processes.
g. Effective and timely welcoming of new supporters as devised
in conjunction with the Supporter Relationships Coordinator
h. 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.
3. To Lead Supporter Care Activities
a. 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.
b. Create and oversee a Supporter Save program incorporating
effective training, goal setting, monitoring and rewards.
c. Work closely with the fundraising 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.
d. 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.
e. Handle all complaints and difficult calls with
professionalism, sensitivity and efficiency whilst maintaining a positive
Greenpeace experience for the caller.
f. Providing timely responses for email inquiries, requests,
and complaints.
g. Champion the importance of Supporter Care work within the
organization, keeping other staffs up to date with latest team practices
and feedback from supporters
*4*. Responsible in Reporting, Budgeting and Analysis
a. Effectively monitor key performance indicators, and report on
them to the greater organization.
b. 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).
c. Work closely with the Fundraising Manager to ensure that
Fundraising targets are met and exceeded.
d. Monitor and analyze the effectiveness of “Supporter Journey”
materials, document all necessary information relevant to the “Supporter
Journey”.
e. Work with Regional Database Admin and Analyst to provide
other useful reporting.
f. Effectively store and monitor information capital in our
database to make sure all data is captured in a user friendly manner.
g. Prepare monthly and quarterly reporting for the Fundraising
Director
h. Work with the Fundraising Manager and Fundraising Director to
prepare annual budgets and forecasts and work to ensure we meet these.
Others
a. Serve on cross function project teams and committees as
required ensuring a fundraising and marketing perspective is effectively
represented.
b. Any other appropriate tasks or projects as delegated by the
Fundraising Management
c. Can work integrally with other unit in Greenpeace
* *
*Competency Profile *
Organization competencies
• Commitment and Professionalism
• Trust and respect
• Valuing people
• Knowledge sharing
• Goal oriented
Functional competencies
• Communication & coaching Skill
• Service skill
• Reporting, Budgeting, and Analytical Skill
Leadership competencies
• Planning & Organizing
Interested candidates are invited to write Letter of Introduction,
explaining why you are qualified for the position and why you want to work
for Greenpeace. Please attach this to a completed application form which
you can download from
http://www.greenpeace.org/seasia/id/aksi-kamu/jobs/Scare-Coord/
and email to:jobs.id@greenpeace.org
*Deadline for Applications: February 8, 2013*
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