YAPPIKA - ActionAid Job Vacancy: Donor Retention and Analysis Coordinator, DKI Jakarta

The focus of the position will be Responsible to welcome all new donor’s in YAPPIKA-ActionAid and make sure they will get the standard welcome program from YAPPIKA-ActionAid. This position also needs to ensure fast response for donor inquire or donor information.

We seek a positive, supportive, passionate and meticulous person with prior experience in customer/donor communication and familiarity with customer database management systems. The Donor Relation Officer will be responsible for the day to day management of the donor database and communication to maintain their loyalty. This will also involve working on internal administration. She/He will support the implementation of a suitable donor journey together with the team.

We are willing to offer a competitive salary, and experience to work on the development of a professional database management system, an opportunity to travel around Indonesia and contribute to building capacities in back-office management for individual supporters leading to a real change for the marginalized and uncounted people.

  1. The post reports to: Donor Retention and Analysis Coordinator
  2. Duty station: Jakarta
  3. Work with: Donor Care Officer, F2F Team
  1. Responsible to welcome and verify all new donor’s data and make sure they will get the standard welcome process from YAPPIKA-ActionAid
  2. Daily verification process (phone or SMS) to YAPPIKA-ActionAid’ donors
  3. Answering incoming call from donors on behalf of YAPPIKA-ActionAid
  4. Responsible to follow up detail by phone or other communication types for YAPPIKA-ActionAid’s donors
  5. Manage donor services email and compile donor cancelation, downgrade and upgrade data.
  6. Responsible to run telephone campaigns or telemarketing to maximize revenue from active donors (special appeal and upgrade donation).
  7. Implement donor retention strategy that leads by the Donor Retention and Analyis Coordinator.
  8. Responsible to follow up potential and follow up all donors that rejected or fail in the authorization/verification process.
  9. Collecting stories from programs in the field if any to support the development of retention materials
  10. As part of the retention unit, responsible for donor servicing work, such as receiving an incoming call on behalf of YAPPIKA-ActionAid and other donor services work.
  11. Generate a report for all of donor relation related programs based on the key performance indicator (KPI) mandated from the lineup management, including creating a report of follow up reject and update progress.
  1. Excellent verbal communication
  2. Ability to work independently without direct supervision
  3. Mature and organized, with an attention to detail
  4. Customer service and relationship building experience
  5. Computer skills: Microsoft Office, internet and email
  6. English language skill both in written and oral is preferable
  7. Diploma (Marketing / Communications / Business Administration or related field)
  8. Prefered to have 2 year experience in Costumer Care work or in Call Center area
  9. Have experience working in Fundraising area/Donor Service Area will be an advantage
  10. Have some experiences in working for an international NGO
Please, submit your CV together with a Motivation Letter by e-mail to office@yappika-actionaid.or.id and include the code “DRO” in the subject line. All the applications should be in English. Deadline of application is on 3rd January 2020.

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