Community Relations Officer
Save the Children Indonesia is on the process of becoming a Full Member and transforming towards a diversified NGO by 2030. SC IDN began the transformation journey since 2021 and working towards an organization-wide transformation, started from transforming our impact model by implementing localization initiative, while at the same time also transform our operating model to strengthen organizational capabilities and transform our revenue model for financial sustainability by diversifying revenue streams.
This transformation aligned with our plan to be a Full Member, to deliver tripling impacts for children. This position will contribute to the transformation goals to deliver tripling impacts for children, implement localization initiative. As part of the team, this position is also expected to foster the culture of trust and collaboration at SC IDN team, actively involve in culture initiatives by SC IDN.
Child Safeguarding:
Level 3 - the responsibilities of the post may require the post holder to have regular contact with or access to children or young people. We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.
Role Purpose
To design, implement, and oversee end-to-end donor experience journeys that enhance supporter satisfaction and loyalty. This role is responsible for managing inbound donor care, developing automated and personalized donor communications, and supervising journey follow-up. A strong emphasis is placed on creativity, empathy, and using data to continuously improve donor experience.
What You will do:
- Donor Journey Development and Execution
- Design and maintain automated donor journey flows across onboarding, milestone, thank-you, retention, and reactivation stages.
- Personalize messaging and segmentation by donor tier, behaviour, and engagement history.
- Collaborate with Content and Digital teams (Strat Comms) to build innovative and emotionally engaging content for each journey stage.
- Optimize multichannel (email, telephone, WhatsApp, and KPA Dashboard) for effective communication channels for donors.
- Personalize journey based on preference and historical interactions and build donors profiling.
- Produce performing content for member communication including newsletters, emails, WhatsApp, tele script, and KPA dashboard features.
- Inbound Donor Support (Save Support)
- Manage all inbound channels (WhatsApp, email, hotline) and ensure inquiries are resolved within agreed service levels.
- Create and maintain SOPs and response templates to standardize and improve service quality.
- Track issue resolution, donor sentiment, and response times to identify pain points and process improvements.
- Agent Supervision
- Supervise and coach Member Care Agent responsible for welcome calls, journey follow-ups, and donor check-ins.
- Conduct quality assurance, performance reviews, and support skills development.
- Ensure data from calls are logged accurately and escalated cases are handled appropriately.
- Experience Optimization and Innovation
- Collect donor feedback and analyze drop-off points across journeys to recommend experience improvements.
- Pilot new formats (e.g., video stories, gamified experiences, interactive impact content) and evaluate their impact.
- Collaborate with cross-functional teams to ensure journey alignment with broader campaigns and program impact.
- Administration and Reporting
- Maintain accurate CRM records for journey contact points, preferences, and interactions.
- Prepare monthly performance reports on journey success, issue resolution, and satisfaction rates.
- Contribute to donor care planning and experience strategy development with insights from data and field conversations.
What we need:
Essential:
- Bachelor's degree in communication, Marketing, or a related field.
- 2–3 years’ experience in donor/customer experience, inbound service, or relationship management, or media industry.
- Exceptional verbal and written communication skills with high empathy.
- Creative mindset with the ability to innovate across digital channels.
- Proficiency in CRM systems and service tools (Pardot, Salesforce, or equivalents).
- Content production, copywriting, corresponding and editing skills.
Desirable:
- Experience supervising or coaching small teams or agents in customer/donor support settings.
- Knowledge of fundraising compliance and donor privacy/data protection standards.
- Familiarity with donor segmentation and engagement automation tools.
- Interest in social causes, especially child rights and development.
Location: Jakarta
Save the Children encourages qualified candidates to apply regardless of religion, race, gender, sexual orientation, or disability.
