Retention Specialist

About ChildFund Australia

ChildFund Australia is an independent international development organisation working to reduce poverty for children in developing communities. Our mission is to partner to create communities and systems change, which enables vulnerable children and young people, in all their diversity, to assert and realise their rights.

We're also a member of the ChildFund Alliance – one of the world’s oldest and most experienced child-focused development agency networks. With a global network of 12 organisations, the ChildFund Alliance assists almost 23 million children and families in 70 countries around the world.

ChildFund Australia directly implements and manages development programs in Cambodia, Laos, Myanmar, Papua New Guinea, Timor-Leste and Vietnam, while also supporting projects delivered by partner organisations throughout Asia, Africa and the Americas;  our work is funded through, among other sources, generous public donations and government grants.

Join us in realising our vision of a world without poverty where all children and young people can say: "I am safe. I am educated. I contribute. I have a future."

About the role

As the Retention Specialist, you will focus on maximising the retention & income from individual giving donors by ensuring their experience with ChildFund Australia is first class. You will help develop & implement a suite of high-quality donor journeys, ensuring communications are motivating, engaging and impactful.

You will be responsible for several existing retention campaigns, liaising closely with external suppliers and internal stakeholders to source data, develop creative, meet KPIs, enhance strategy, diversify our channel mix, and improve business processes.

You will also assist in the development and testing of new retention strategies, campaigns and tactics to support key organisational priorities, championing the supporter experience at all times.

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This role is a permanent, full-time role based in our office in Surry Hills in Sydney. We’re also supportive of flexible working arrangements, including working from home.

We're always looking for ambitious and talented people looking to further develop their careers, so we strongly encourage you to apply even if you feel you don't meet all of the requirements right now!

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Key duties of the role

• Manage key retention campaigns to meet objectives and KPIs on time and within budget, and providing regular reporting
  Develop and implement new donor journeys for individual givers, with a focus on driving loyalty through quality creative and reaching specific audiences
• Assist in the development and implementation of campaign strategies to gradually transition existing child sponsors into standard regular giving, maximising retention and maintaining a positive supporter experience
• Assist in initial launch and marketing of the Supporter Portal to donors, and contribute to its further development
• Help develop and implement new retention initiatives in areas such as RG churn, payment success, recognition and single giving
• Liaise with Systems & Data team to select campaign data, implement requirements and outcomes in SalesForce, and provide reporting and analysis
• Brief Communications Specialists on required creative e.g. newsletters, reports, tax receipts, videos, letters or website pages
• Consult with Digital and Data teams to select target audiences, set up donor journeys and monitor outcomes of retention campaigns in SalesForce Marketing Cloud (email and SMS)
• Work closely with Supporter Relations team to develop retention tactics and provide briefs on new campaigns and their outcomes
• Build excellent relationships with external suppliers and consultants to maximise campaign performance
• Liaise with internal and external stakeholders to identify and improve business processes that impact supporter retention, consulting with supporters whenever possible
• Champion best practice in supporter experience, supporter care and data hygiene throughout the organisation

Qualifications & Experience

• Tertiary qualification (preferably in marketing or business)

• Three to five years’ experience in an individual giving retention, fundraising or marketing role

• Track record of implementing successful data-led campaigns focusing on audience selection, testing and evaluation, to meet key performance indicators

• Experienced campaign manager, including planning, implementation, stakeholder management, monitoring & evaluation

• Experienced with the delivery of campaigns via. direct mail, digital (email, SMS, website, social media) and telemarketing

• Experience of supplier management of telemarketing agencies, mailhouses, and creative agencies/designers

• Proficient with standard Microsoft software applications

Desirable Qualifications & Experience

• Advanced Excel skills
• Hands-on experience with SalesForce CRM and SalesForce Marketing Cloud
• Demonstrated understanding of gender equality, disability, and social inclusion.

Skills

• Ability to brief, evaluate and present data effectively
• Talent for producing compelling creative by briefing designers and copywriters effectively
• Excellent stakeholder management & communication skills
• Well organised, logical, effective under pressure, and focused on continuous improvement
• Highly committed, motivated, proactive and reliable
• Strong team player, flexible in supporting organisational goals
• Analytical and solutions-orientated

Working at ChildFund Australia

Some of the benefits of working with ChildFund Australia include:

• An attractive remuneration package continuously benchmarked against local employment conditions to ensure we offer competitive employment conditions appropriate to our sector
• Organisational support for flexibility in the ways you work, which allows our people to to maintain a healthy work-life balance.
• A hybrid working model (we currently allow employees to work from home 50% of the time).
• Not-for-profit salary packaging benefits; this allows our employees to reduce their tax liability on a portion of their income.
• Mental health resources and support through our EAP, Uprise, a service that gives our employees access to professional psychological support for personal, family, mental health, and employment-related matters for you and your family; this includes free external, professional and confidential counselling assistance.
• Learning & Development support, including through on-the-job & external training, coaching, workshops, and our online learning platform, the ChildFund Academy.

Department: Fundraising, Retention

Location: ChildFund Australia, Level 8, 162 Goulburn Street, Surry Hills NSW 2010

Employment: Full-time

Reports to: Retention Manager

Other Information: Must have full working rights in Australia.

Applications will be considered on a rolling basis, so please don't hesitate to apply as soon as possible!

Email us at hr@childfund.org.au if you have any other questions about the role.

ChildFund Australia believes in a global community where children are safe and can reach their full potential. We take extensive steps to safeguard children in any work done by our people, i.e., our staff, volunteers and interns, supporters, partners, board members, ambassadors and suppliers. We strive to keep children safe through child safe practices, and rigorously ensure we prevent, oppose, and combat all exploitation and abuse of children and vulnerable people. As part of this commitment, all people working with us will undergo relevant background checks before joining ChildFund Australia.

Remain alert and responsive to any child safeguarding or sexual exploitation, abuse, or harassment (SEAH) risks, acquire relevant knowledge and skills to promote strong safeguarding practices, understand the child safeguarding and PSEAH policy and procedures, and conduct yourself consistent with those policies.

In line with our values, diversity of people and ideas is critical to our work and our success at ChildFund Australia. We strive for a team culture that is welcoming, inclusive, and supportive. Childfund is an Equal Employment Opportunity (EEO) employer and strongly encourages people from all backgrounds, abilities, and identities to apply for any vacancies.