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

You will help maximise the retention and value of ChildFund Australia’s individual giving supporters by undertaking campaign management of existing retention programs, developing and testing new retention and engagement strategies, and improving the supporter experience.  You will have a key role in the organisation ensuring that donors feel appreciated, engaged and understand their impact on ChildFund Australia’s mission. You will provide a high-quality experience for regular donors that will increase retention, lower attrition and ultimately inspire an increase of regular donations from a highly engaged community of donors.

This role is a permanent full time role based in our office in Surry Hills, Sydney. We’re also supportive of flexible working arrangements, including allowing our employees to work-from-home some of those days if the responsibilities of the role permit it.

Key duties of the role

• Developing, testing, implementing and monitoring of data-led retention strategies and tactics maximise retention, improve supporter experience & increase donor lifetime value
• Manage external suppliers and internal stakeholders to achieve key performance indicators for retention campaigns
• Liaise with internal 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 organisation
• Lead the strategy and implementation of the annual tax receipt campaign, managing multiple stakeholders and mitigating attrition
• Working alongside the Senior Digital Specialist ensure welcome journeys are implemented correctly and revisited periodically to maximise retention
• Assist in implementing data collection initiatives around supporter experience, motivations, behaviours and attitudes
• Actively manage assigned campaigns and suppliers within agreed annual budgets and to time frames
• Report on results of key campaigns and new initiatives

Qualifications & Experience

• Tertiary qualified, preferably in marketing or business
• 3 to 5 years’ experience in a retention/fundraising role
• Sourcing and analysis of data to develop, test and evaluate strategies and tactics to meet key performance indicators
• Project and campaign management, including planning, implementation, budget management, monitoring & evaluation
• Delivery of campaigns via direct mail, digital (email, SMS, website, social media) and telemarketing channels
• Demonstrated internal stakeholder management across different functions and levels
• Business process troubleshooting and improvement
• Proficient with standard software applications

Desirable Qualifications & Experience

• Advanced Excel skills.
• Supplier management of creative agencies, fulfilment houses and telemarketing agencies
• Sound understanding of F2F acquisition channel
• Hands-on experience with SalesForce CRM & Marketing Cloud
• Familiar with customer experience & human-centred design

Skills & Qualities

• Solutions-oriented
• Ability to source, interpret and develop strategies from donor data
• Highly committed, motivated, and reliable
• Copywriting skills
• Strong team player, supporting organisational goals
• Highly organised, effective under pressure, proactive & improvement focused
• Excellent stakeholder management with strong interpersonal and communication skills

Working at ChildFund Australia

Some of the benefits of working with ChildFund Australia include:

• A remuneration package continuously benchmarked against local employment conditions to ensure we offer competitive employment conditions appropriate to our sector
• 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.
• Access to mental health 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.
• Support for employee learning & development, including through on-the-job & external training, coaching, workshops, and our online learning platform, the ChildFund Academy.

Department: Fundraising

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

Employment: Full Time

Reports to: Individual Giving 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.

At ChildFund Australia, all staff must remain alert and responsive to any child safeguarding or sexual exploitation, abuse, or harassment (SEAH) risks. Staff will acquire the knowledge and skills needed to understand our Child Safeguarding and PSEAH policies & procedures, promote strong safeguarding practices, and conduct themselves consistent with these 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.