ActionAid South Africa: INDIVIDUAL GIVING MANAGER

Purpose of the Post
  The Individual Giving Manger is responsible for retaining and servicing our existing regular/monthly and once off donors which enable us to achieve this important mission.  Secondly, this role will be responsible for bringing on board new individual donors, so we expand our reach even further.
 
This role will be responsible for managing all aspects of the relationship with our ever-important donor base, from acquiring new donors, to engaging and retaining donors, and doing so through various fundraising approaches and channels. Key Accountabilities / Responsibilities: Funding Planning

1. Develop a long-term Individual Giving plan for the Country Program to inform the Quarterly, Annual and long-term planning processes.
2. Provide funding information to the ActionAid South Africa and International Fundraising teams to guide in the development of the Quarterly, Annual and long-term plans and budget.

Fundraising Campaigns and Channels

1. Improve the effectiveness of the Face to Face channel to ensure the KPIs are achieved, in terms of inter alia; donor acquisition, attrition, delinquency.
2. Develop, test, implement and evaluate donor acquisition campaigns via digital lead generation, Donor Development, Direct Response TV, Mailing, telemarketing and other channels, ensuring the KPIs are achieved, in terms of inter alia; donor acquisition, attrition, delinquency.
3. Develop, test, implement and evaluate Donor Development campaigns (donor upgrade, reactivation, cancellations, conversion), ensuring the KPIs are achieved, in terms of inter alia; donor acquisition, attrition, delinquency.
4. Develop a Major Donors and High Net Worth Individual (HNWI) pipeline, campaign and implement related initiatives ensuring KPIs are met.
5. Develop, test, implement and evaluate digital, mail and website donor acquisition initiatives and campaigns), ensuring the KPIs are achieved, in terms of inter alia; donor acquisition, attrition, delinquency.
6. Support other fundraising channels such as Child Sponsorship, Philanthropy & Partnerships and Institutional fundraising.
7. Support scoping, development, testing, implementation and evaluation of new channels (in relation to regular and once-off giving).
8. Manage and cultivate relationships and negotiate contracts with external agencies in terms of inter alia; Face to Face, Call Centres

Communications, Creative and Digital Development

1. Develop, implement & manage the donor journey as it relates to Individual regular monthly and once-off donors, including the development of donor communications planning, development and distribution of materials, liaison with creative agency/s.
2. To encourage the maximum exposure and reach of ActionAid South Africa Women and Child stories by utilising digital and social media platforms to engage existing and new supporters.
3. To lead the development of appropriate additional communications (online & offline) to support and enhance core feedback to individual giving supporters in an emergency.
4. To support the development, testing and implementation of new and innovative communications tools such as mobile apps or instant web chat

Systems and Backend

1. Ensure set up of a new Donor Management/Customer Relationship Management System with the support of the IT Manager and to continue to ensure database hygiene, security, precision, reporting quality & timeliness.
2. Ensure that digital giving channels such as the ActionAid website and social media sites are set up to accurately and effectively collect donations, collect donor data, communicate to donors and monitor/analyse digital giving.
3. Ensure the quality and effectiveness of fundraising processes (acquisition and retention).
4. Ensure that Individual Giving Fundraising communications, banking and database processes are automated digitally to ensure continuation, efficiency and accuracy.

Financial and Reporting

1. Ensure accurate reconciliation of database incomes with ActionAid South Africa bank account and outsourced debit order processing consultants.
2. Manage all aspects of individual giving channel finances in conjunction with the Head of Finance/Operations and Head of Fundraising, including incomes & expenditures; budgeting, forecasting, audit reporting, reforecasting, monthly reporting to the Senior Management Team, quarterly reporting to ActionAid International and preparation of financial information and donor statistics to ActionAid South Africa board.
3. Ad-hoc and regular liaison with ActionAid International/Global Secretariat and consultants.
4. Manage and coordinate introduction of new Individual Giving products and its related communication in liaison with ActionAid internally and the International Fundraising Team.

Functional Unit Leadership Management

1. Oversee HR management of unit including recruitment, learning & development, formal & informal performance management, and application of HR policy & procedure.
2. Ensure strict adherence of all ActionAid South Africa and ActionAid International policies and procedures as they relate to the unit.
3. Any other duty of similar level of responsibility as the Head of Fundraising may require.
4. Ensure adequate resources (staff, equipment, budget) for the unit in liaison with the Country Director, Head of Fundraising and Head of Operations.
5. Provide supervision and direction to the Individual Giving staff, making sure they are working in harmony and in the best conditions possible.
6. Participate in and recommend staff for regional / international working groups or meetings to enhance the Individual Giving performance in ActionAid.

Person Specification Education & Certifications

• Degree in Marketing, Business Sciences, Industrial/Consumer Psychology or related qualification;
• At least 5 years of experience in individual giving fundraising or in a consumer marketing environment where customers are buying through a debit order arrangement (insurance, gym, retail, banking, telecommunications, entertainment tv / online streaming)
• At least 3 years in a supervisory position of a similar fundraising or marketing unit, including financial oversight;
• Proven ability to successfully develop, implement and monitor individual marketing/fundraising campaigns to achieve a desired Return on Investment;
• Advanced competence in MS office suite including data and financial analysis in Excel;
• Professional level competence in English.

Desirable Knowledge and Experience

• Formal education in Social Sciences
• Ability to work under pressure and meet deadlines;
• Ability to work with minimum supervision;
• Multilingual – local languages;
• Proven ability to work in multi-cultural environments;
• Accuracy and precision as related to numerical data;
• Advanced competence in the use of CRM databases; preferable;
• Strong networking, influencing and negotiation skills;
• Good relationship building including skill sharing/coaching and developing/supporting others;
• A strong commitment to develop, promote and practice AASA’s vision, mission, values and strategy;
• Ability and willingness to travel in and out of the country, often at short notice
• Clean and valid driver’s license;