Donor Systems Support & Administration Officer

PURPOSE OF POSITION

To provide day to day administrative support to the NRD Business Unit who is mandated to increase WVSA’s financial and in-kind support. Support the operational effectiveness of the NRD business development team in; delivering high touch customer service, implementation of fundraising objectives and maintaining a comprehensive systematic program of donor cultivation, recognition and stewardship. To be responsible for the updating, maintenance, integrity and security of WVSA’s Client Relationship Management business systems and databases, including all child sponsorship data and activities. To this end, he/she will ensure that all business administration and reporting processes within the NRD function are effective and efficient in providing all expected outputs of the NRD unit on time and within the quality expected from WVSA and WVI policies, standards and requirements, as well as donors and supporters. The role will evaluate all aspects of the CRM business processes and provide recommendations to improve the donor experience with WVSA to ensure that donor retention levels are continuously improved. He/she will also provide support to the NRD Lead in developing and maintaining communication campaigns and marketing events and or initiatives

MAJOR RESPONSIBILITIES

• Support the NRD business unit with managing the donor onboarding, recognition and stewardship activities according to WVSA minimum donor standards and guidelines, and making recommendations for improvement to the overall donor experience
• Provides a wide assortment of administrative and logistical support to the NRD team by assisting in planning, coordination and collaboration of campaigns, events, workshop/functions and day to day client visits, including but not limited to, preparing sending and receiving the various communications
• Deals with and resolves direct donor queries, tracking acquisition, cultivation and retention activity in the database compiling data for trend analysis and generating adhoc and formal reports from the various databases as and when requested by the NRD staff and other stakeholders
• Together with finance, supports in coming donation modalities; child sponsorship, pledges and single gift donations, tracks payments and facilitates the start of the donor experience ensuring all new donor data is captured and that all WV systems are updated accordingly

KNOWLEDGE, SKILLS AND ABILITIES

Minimum education, training and experience requirements to qualify for the position:

Minimum Education:

• National Diploma in Data Management, Business Administration, Customer service or related studies

Technical Skills & Abilities:

• Proficient with databases, internet navigation and electronic records management
• Ability to work under pressure, prioritise & multi task
• Excellent organisational and administration skills
• Strong interpersonal skills, able to work and communicate with a wide range of internal and external partners in a cross-cultural environment
• Able to handle sensitive and confidential situations
• Ability to work independently and effectively as part of a close-knit team – locally and internationally with minimal supervision
• Excellent verbal and written communication skills, listening and telephone etiquette
• Customer service orientated – enthusiastic, warm friendly manner
• Ability to pay continual attention to detail and accuracy in composing, typing and proofing materials.
• Good analytical skills with the ability to translate quantitative data into clear narrative stories/reports
• Good MS Office skills
• Strong working knowledge of social media and other online sales/marketing channels
• High energy, positive, “can-do” attitude, innovative thinking, flexibility

Preferred Skills, Knowledge and Experience:

Education:

• Bachelor Degree in Business Administration will be an added advantage

Training:

• Any training in inbound and outbound telesales and marketing in a development or for-profit context would be an advantage
• Digital marketing training would be an advantage

Technical Skills & Abilities:

• An affinity for World Vision’s work is an advantage, as is the ability to quickly connect with and put at ease WV donors who need to resolve queries
• Basic working knowledge of marketing and communications functions a definite advantage
• Knowledge of design and management of digital marketing and communication assets will be a definite advantage

• Experience with business process mapping
• Experience working with database management within NGO and or Faith Based environment
• International NGO experience would be an added advantage
• Working knowledge of donor mapping and profiling, segmentation and treatment protocols in a Macro and Micro context will be an added advantage
• Previous experience being involved with the integration of CRM data between multiple marketing channels

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