SCOPE OF WORK EXTERNAL COLLABORATOR RETENTION AND DONOR COMMUNICATION
Key Responsibilities:
1. Donor Loyalty & Experience
Support Donor Development and Retention Manager to:
- Execute monthly donor engagement touchpoints (emails, WhatsApp messaging, donor stories, impact reporting).
- Coordinate digital and offline engagement campaigns (i.e., member spotlight, events, surveys).
- Maintain and update donor journey and communication plans.
- Track donor satisfaction tracking and analysis from surveys and feedback.
2. Donor Servicing & Communication
To lead and support member care agent in:
- Responding donor inquiries via email, WhatsApp, and phone in a timely, empathetic, and accurate manner.
- To ensure accuracy in donor data updates and complaint resolution.
- Monitoring donor requests, changes, or cancellations.
3. Donor Communication Material Production:
- To produce all donor communication retention & development material (impact updates, thank you messages, retention messages, etc), including seasonal campaign (Emergency, Year-End, etc.).
- Update KPA Dashboard with new articles related to donor’s activities and exsisting engagement.
- Coordinate with internal team in Individual Giving to track all donor communication materials result.
- Support Community Engagement Officer related to any activity / event’s communication materials.
- Support Community Relations Officer recruitment process.
Data & Reporting
- Monitor donor engagement KPIs (open rates, click rates, retention, satisfaction).
- Provide regular reports on donor interactions, complaints, feedback, and improvement insights.
QUALIFICATIONS AND EXPERIENCES
- Bachelor's degree in communication, Marketing, or a related field.
- 2–3 years’ experience in donor/customer experience, inbound service, relationship management, marketing communication or media industry .
- Exceptional verbal and written communication skills with high empathy.
- Creative mindset with the ability to innovate across channels.
- Familiarity with donor segmentation and engagement automation tools.
- Experienced in supervising or coaching small teams or agents in customer/donor support settings.
- Highly skilled in planning, organizing, and executing tasks effectively.