Multichannel Marketing Officer
CHILD SAFEGUARDING:
Level 3: the post holder will have contact with children and/or young people either frequently (e.g. once a week or more) or intensively (e.g. four days in one month or more or overnight) because they work country programs; or are visiting country programs; or because they are responsible for implementing the police checking/vetting process staff.
ROLE PURPOSE:
To manage and optimize donor engagement across Telemarketing (TM), WhatsApp, and Email channels. This role oversees the planning and execution of upgrade, reactivation, and appeal campaigns while supervising a team of Agents to drive revenue and maximizing donor value.
KEY AREAS OF ACCOUNTABILITY:
1. Campaign Strategy and Execution
- Plan and implement quarterly campaigns for donor upgrade, reactivation, and emergency appeal.
- Collaborate with Content and Data teams to define segments, messaging, and timing for each channel.
- Maintain channel performance dashboards and adjust strategies in real-time based on metrics.
2. Team Supervision and Coaching
- Supervise telemarketing teams and monitor performance targets.
- Provide training, script updates, quality control, and motivational coaching.
- Lead daily huddles, weekly QA reviews, and monthly performance evaluations.
3. Channel Innovation and Optimization
- Pilot new contact approaches (e.g., bundled appeal offers, community-based approaches for development programs, peer to peer conversion).
- Test and refine scripts, messaging formats, and channel prioritization.
- Track and improve channel efficiency using CPA, conversion rate, and donor value metrics.
- Push KPA segmentation tiers from builder (mass market) to potential middle donor through upgrade programs.
- Maximize additional value for Dana Siaga Bencana
4. Reporting and Internal Collaboration
- Deliver weekly campaign performance updates to leadership.
- Coordinate with Retention and Product teams to ensure channel integration.
- Maintain updated knowledge of channel compliance, privacy regulations, and fundraising standards.
- Provide data insight and analysis for best practices
5. Performance Indicators:
- Campaign conversion rate across channels.
- CPA acquired from conversion/reactivated donor.
- Telemarketing Team performance consistency.
- Minimum 2 new campaign innovations tested per quarter
QUALIFICATIONS:
- Bachelor’s degree in Marketing, Communication, or related field.
- 3–5 years in multichannel fundraising, digital marketing, or tele-outreach.
- Team management experience is essential.
- Excellent knowledge of segmentation, script building, and conversion metrics.
- Strong data analysis skills and familiarity with CRM platforms.
Save the Children encourages qualified candidates to apply regardless of religion, race, gender, sexual orientation, or disability.