Donor Services and Retention Specialist

2 weeks ago

Johannesburg, South Africa Medecins Sans Frontieres South Africa Full time

**About MSF**

Doctors without Borders (MSF) Southern Africa is a global network of principled professionals who specialise in medical humanitarian work driven by our common humanity and guided by medical ethics. We work together in teams, small and large, to respond to the medical needs of people affected by conflict, disasters, epidemics and those excluded from healthcare.

**The MSF SA Fundraising Team mission is**:
To inspire and engage the South African community to take action to save lives around the world through financial support towards MSF projects. MSF SA’s fundraising department is responsible for raising private funding, predominantly from individuals, to support our humanitarian mission and our activities including the Southern African region.

**Department**: Fundraising - Retention Unit.

**Purpose of the job**:
To develop and execute an annual strategic plan that effectively manages offline donor retention campaigns. This role aims to strengthen donor relationships, maximizing net income and return on investment (ROI). You will focus on cultivating individual donor connections, maintaining high-quality interactions, and implementing innovative income-generating campaigns, including telemarketing initiatives, to enhance overall financial support.

**Reports to**: Donor Retention and Loyalty Manager

**Job Overview and Dimension**:
**Mission**: The Donor Services and Retention Specialist will play a crucial role in shaping and executing comprehensive offline donor retention and cultivation strategies. This position is dedicated to enhancing donor relationships through innovative offline communications and adaptable donor journey experiences, including the production of donor magazines, tax certificates, and adherence to data protection and audit requirements.

**Mandate**: The Specialist will provide strategic input, develop and implementing annual donor retention plans, ensuring effective and efficient donor care with clear mandate to grow and sustain income across all individual donor segments. This includes overseeing the creation of annual activity reports for donor accountability, managing strategic call centre campaigns, and implementing omnichannel communications through platforms such as WhatsApp and SMS.

**Nature of Function**: Collaborating closely with the entire unit team, the Specialist will supervise interns and manage service providers, while implementing, tracking, and monitoring offline donor communication campaigns. This role aims to align offline campaign strategies with online efforts, driving growth in annual income and fostering the development of all existing donor segments.

**Job Accountabilities**

**Donor communication campaigns**:

- **Content Creation & Alignment**: Curate and produce offline donor relationship and development content, being responsible for the interface, alignment and approval with the Communication department. Design and implement offline donor retention and development initiatives that foster deeper connections with our donors and supporters.
- **Campaign Planning & Implementation**: Proactively plan, organize, and implement offline donor retention campaigns, setting annual engagement benchmarks and developing improvement plans to drive MSF’s donor engagement growth.
- **Trend Monitoring & Innovation**: Monitor offline communication and marketing trends by staying abreast of offline communication and marketing trends, both locally and internationally, to identify new formats and practices that enhance campaign relevance and effectiveness.
- **Publications & Materials**: Lead the creation and distribution of the bi-annual donor magazine, annual tax certificate campaign, and relationship packs, ensuring coordination with digital retention specialists to align offline and online efforts.
- **Donor Communication Effectiveness**: Monitor and assess the efficiency of direct mail actions in driving fundraising and donor satisfaction. Reconcile the efficiency of donor communication actions, compile and present annual reports reflecting transparency and accountability to our donors.
- **Donor Journey & Innovation**: Lead the donor journey review, implement strategies for income growth, monitor and measure all income growth key indicators and explore innovative offline initiatives, such as telemarketing segmentation and AI use for targeting. Propose audience segmentation to achieve better results and propose new tests.
- Represent retention unit in international MSF peer communities and local INGO communities.
- **Cross-functional Representation**: Represent the retention unit in international MSF peer groups and local INGO communities. Project lead and ensure approval protocol for annual content update for all donor retention communications.
- **Communication Calendar Oversight**: Develop and execute the offline donor retention calendar, overseeing content production and ensuring adherence to best practices, deadlines, and quality of work. Produce hig

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