Donor Care/Adoption Program Manager

Do you have a passion for orangutans and saving wildlife? Do you want to be part of a dedicated team working to help protect and restore orangutan populations? Do you enjoy interacting with people and managing supporter engagements? If so then read on….

Responsibilities

The Donor Care Manager side of the role has primary responsibility for developing and maintaining relationships with BOS UK and BOS USA new and existing donors. This includes welcoming donors to the organisation, answering their questions, helping them find requested resources, updating them on how their much-needed donation is helping our mission, and informing them of new or different ways to donate. As part of this role the Donor Care Manager will work directly with the Philanthropy team to ensure proper communication for our major supporters.

The Adoption Program Manager side of the rolemanages our UK and US adoption programs, from marketing, signup through cancellation, and post cancellation. The role mainly focuses on adopter onboarding, digital and physical pack fulfilment, adopter data management, 3rd party vendor management, adoption updates, and handling adopter questions, upgrades, and cancellations as required. The role also informs the marketing efforts to drive new adoptions and recapture tactics for cancelled adoptions as needed.

Qualifications

Plan and execute all donor care and adoption program management aspects of our work at BOS UK and BOS USA

• Equally service both Borneo Orangutan Survival UK and USA organisations
• Plan, build, and manage annual donor care and adoption program strategies
• Ensure all correspondence comply with BOS UK’s and BOS USA’s policies and procedures, relevant professional codes of conduct and standards, regulation and legislation governing charities activities
• Utilise strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
• Research new online media opportunities that may benefit the business including mobile, social media, development of blogs and forums
• Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate
• Manage donor care tools and services to improve donor retention
• Help develop process flows and systems for improved operations
• Work collaboratively in a team that spans the UK, US and global partners
• Other duties as required
• Create and update supporter contact records in CRM system with communications and other relevant information

Donor Care Manager Specific:

• Process and manage response flow for all incoming supporter emails, calls, and written letters to our UK and USA mailboxes. Social media response flows are not part of this position, but this role does inform these communication channels on our latest responses and processes to ensure congruity across all response channels.
• Import monthly donor donation data into Salesforce
• Promote a culture of quality service to donors by maintaining a high quality and standard of donor care for new and existing donors
• Undertake targeted telemarketing campaigns, highlighting new appeals and relaying relevant information to donors

Adoption Program Manager Specific:

• Develop and oversee adoption program annual strategy
• Handling all adopter requests, communications, cancellations, and payment recovery
• Manage and work with UK and US fulfilment partners to ensure all adoption materials are sent out, and stock is maintained
• Be POC for our third-party events companies securing adoptions on our behalf
• Lead the onboarding and phase out of our adoption candidates
• Work with comms, data management, and creative teams to update all materials related to the adoption candidates
• Look for ways to improve the program for increased sign-ups and improved retention
• All other aspects of managing this program as required

Effective behaviours

Ability to….

• Communication: Convey complex ideas in a compelling manner with skill, using a variety of media and methods to win understanding and support. Able to communicate effectively with internal and external stakeholders to deliver project objectives.
• Results focused: Demonstrate patience and perseverance in the face of setbacks and problems in order to drive projects forward. Keeping objectives top of mind throughout the project.
• Inspiring great teamwork: Work with fundraising team and colleagues across the organisation and build effective working relationships with partner organisations
• Supporter-driven: Understand motivations of supporters, with an ability to ensure these are incorporated into creative executions, keeping up to date with trends and their impact on potential and actual support.

Relevant experience and skills

Qualification: Educated to Degree or equivalent in relevant field

Experience: At least two years’ work experience, previous program management, fundraising experience, or experience working in a call centre environment will be considered an advantage.

Knowledge, Skills, and Abilities:

• Proficiency in English; both spoken and written
• A proven track record of excellent communication and customer service skills
• Professional, clear, and friendly telephone manner
• Program management experience
• Experienced team player with the ability to work independently
• Self-motivated with a keen attention to detail
• Demonstrated capacity to work to under pressure to evolving deadlines
• Innovative thinker with well-developed problem-solving skills
• Good computer skills (including familiarity with CRM)
• Passionate about BOS’s work and mission

Working Hours and Location

• Working hours are 20 hours per week.
• As this position supports multiple markets and time-zones it requires a somewhat flexible work schedule, but we do uphold a strong work-life balance.
• Position is remote, with preferred location in either in Europe or North America. Other locations will be considered.

Salary and Benefits

Salary is £18,000 PA based on 20 hours per week. Benefits are provided and details can be provided upon request.

What to Expect

• The role is remote with a lot of communication by phone, email, Slack, and video conference calls.
• Some travel may be required.
• Flexible working patterns due to various time-zones.
• Organisational support for continuing education opportunities as they relate to this role.
• Due to the changeable and fast-paced nature of the digital marketing sector the role is challenging but rewarding.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

How to Apply

Please submit your CV and cover letter to jobs@bos-uk.org

Please mention ConservationJobs.co.uk when applying for this job!