Donor Systems Support & Administration Officer – Johannesburg
Purpose of Position
To provide day to day administrative support to the NRD Business Unit who is mandated to increase WVSA’s financial and in-kind support. Support the operational effectiveness of the NRD business development team in; delivering high touch customer service, implementation of fundraising objectives and maintaining a comprehensive systematic program of donor cultivation, recognition and stewardship. To be responsible for the updating, maintenance, integrity and security of WVSA’s Client Relationship Management business systems and databases, including all child sponsorship data and activities. To this end, he/she will ensure that all business administration and reporting processes within the NRD function are effective and efficient in providing all expected outputs of the NRD unit on time and within the quality expected from WVSA and WVI policies, standards and requirements, as well as donors and supporters. The role will evaluate all aspects of the CRM business processes and provide recommendations to improve the donor experience with WVSA to ensure that donor retention levels are continuously improved. He/she will also provide support to the NRD Lead in developing and maintaining communication campaigns and marketing events and or initiatives.
Major Responsibilities:
Support the NRD business unit with managing the donor onboarding, recognition and stewardship activities according to WVSA minimum donor standards and guidelines, and making recommendations for improvement to the overall donor experience
Provides a wide assortment of administrative and logistical support to the NRD team by assisting in planning, coordination and collaboration of campaigns, events, workshop/functions and day to day client visits, including but not limited to, preparing sending and receiving the various communications
Deals with and resolves direct donor queries, tracking acquisition, cultivation and retention activity in the database compiling data for trend analysis and generating adhoc and formal reports from the various databases as and when requested by the NRD staff and other stakeholders
Together with finance, supports in coming donation modalities; child sponsorship, pledges and single gift donations, tracks payments and facilitates the start of the donor experience ensuring all new donor data is captured and that all WV systems are updated accordingly
Knowledge, Skills and Abilities
Minimum education, training and experience requirements to qualify for the position:
Minimum Education:
Technical Skills & Abilities:
Proficient with databases, internet navigation and electronic records management
Ability to work under pressure, prioritise & multi task
Excellent organisational and administration skills
Strong interpersonal skills, able to work and communicate with a wide range of internal and external partners in a cross-cultural environment
Able to handle sensitive and confidential situations
Ability to work independently and effectively as part of a close-knit team – locally and internationally with minimal supervision
Excellent verbal and written communication skills, listening and telephone etiquette
Customer service orientated – enthusiastic, warm friendly manner
Ability to pay continual attention to detail and accuracy in composing, typing and proofing materials.
Good analytical skills with the ability to translate quantitative data into clear narrative stories/reports
Good MS Office skills
Strong working knowledge of social media and other online sales/marketing channels
High energy, positive, “can-do” attitude, innovative thinking, flexibility
Preferred Skills, Knowledge and Experience:
Education:
Training:
Any training in inbound and outbound telesales and marketing in a development or for-profit context would be an advantage
Digital marketing training would be an advantage
Technical Skills & Abilities:
An affinity for World Vision’s work is an advantage, as is the ability to quickly connect with and put at ease WV donors who need to resolve queries
Basic working knowledge of marketing and communications functions a definite advantage
Knowledge of design and management of digital marketing and communication assets will be a definite advantage
Experience with business process mapping
Experience working with database management within NGO and or Faith Based environment
International NGO experience would be an added advantage
Working knowledge of donor mapping and profiling, segmentation and treatment protocols in a Macro and Micro context will be an added advantage
Previous experience being involved with the integration of CRM data between multiple marketing channels
Responses to the advert must be sent to [email protected]