Supporter Engagement Manager

Job Purpose:

Leading the Supporter Engagement unit, consisting of customer care, donor care, and partner care. Reporting to the Communications & Marketing Director, the Supporter Engagement Manager plays a key role in ensuring that current and potential sponsors, donors, partners, and World Vision Support Offices are committed to continue or commence funding the ministry, by developing and managing lasting relationships and guiding visitors and supporters into an experience that portrays the context of the poverty and needs that exist in Ethiopia and highlights the successes of World Vision’s ministry so far.

Major Responsibilities:

• Lead in the development of a national supporter engagement plan as a part of the overall Communications & Marketing strategy, ensuring subsequent operating implications are realized to ensure an efficient and integrated framework exists
• Provide overall leadership and ownership of all local fundraising relationships for the national office
• Develop new supporter engagement journeys for all new local fundraising products, such as; child sponsorship, community sponsorship, major donor offerings, fragile or emergency offerings, event products, corporate products, ensuring supporters are continuously engaged and given opportunities to commit with further support
• Ensure alignment with global standards for minimum sponsor experience and other supporter engagement and customer journeys
• Collaborate with Marketing Operations in development of new CRM system and workflow, making sure customer care, donor care, and partner care staff are trained and successful in implementation
• Ensure local fundraising products and platforms developed in collaboration with Public Engagement and Marketing Operations teams, take a supporter-centric approach
• Develop and report on ‘customer satisfaction’ across the range of products and experiences so that the supporter experience can be continually improved based on data and feedback
• In partnership with senior leadership, represent World Vision Ethiopia with sponsors, donors, partners, corporations, and World Vision Support Offices
• Ensure the Integrated Communications Coordinators in Field, Technical Programmes, Grants, and Emergencies (HEA) receive on-going support, capacity building, instruction and guidance from the Supporter Engagement Unit
• In collaboration with Marketing Operations, develop a plan to engage World Vision Ethiopia staff for internal culture and behavior change, ensuring that a customer service culture is being developed across all teams in the country
• Lead and supervise the staff of the Supporter Engagement Unit (consisting of customer care, donor care, and partner care) ensuring that clear roles and responsibilities across the specialist units results in highly effective teamwork and efficient collaboration
• Increase the quality and quantity of responsive and proactive communications projects
• High performance of the team is ensured through the leading of; goal setting, prioritization, process management, and relationship management
• Manage key relationships with external local partners, freelancers and suppliers

Duration of the Contract:  for an indefinite contract period

Duty Station: Addis Ababa

Job Requirements

• 6-years experience managing marketing or customer service teams, in international humanitarian and development sector, not-for-profit or charity sector, social enterprise or for-purpose business sector, or other creative and social industries
• Demonstrated experience managing external partner relationships, such as with major donors, corporations, or service agencies
• Advanced technical skills in several of the major areas of the job, such as; customer service, donor liaison, CRM, supporter engagement
• Proven experience of training and capacity building of others
• Advanced level of computer proficiency, Mac and PC
• Experience working with children and youth
• Degree in Marketing, Communications, Business, Media, Journalism, Arts or similar
• Excellent written, verbal, and interpersonal communication skills
• Thorough knowledge of the marketing, communication, and media industry
• Thorough knowledge of international development, World Vision development practice, and marketing and communications needs
• Professional certifications in any of the technical areas of marketing or business development

Travel or Work Environment Requirement: Working primarily in the head office in Addis Ababa, semi-regular travel locally and internationally will be required.

Physical Requirements: Travel by road, flexibility with accommodation and dietary arrangements. Ability to partake in on-location production or live events.

Language Requirements: Fluent Amharic is required

Working knowledge: professional English language required Other local languages are beneficial

How to Apply

Interested applicants are required to Write Position Title on the subject line and attach Current CV with three references & fill employment application form which can be found in (www.ahaduvacancy.com/docs/wve-form.pdf) and email before the closing date of this announcement to [email protected].

Note : we do not receive hard copies or we do not receive applicants those who don’t write position title on the subject line