DESCRIPTION OF THE ORGANIZATION
Médecins Sans Frontières (MSF) opened its office in the Republic of Korea in 2012, based in Seoul. The MSF Korea office focuses on four key pillars: (1) recruitment of skilled Korean medical and non-medical staff to dispatch to MSF field projects, (2) communications to the Korean public on global humanitarian crises and urgent health emergencies, (3) outreach to Korean stakeholders and policymakers in support of international community engagement and action, (4) and fundraising from Korean donors to directly support MSF medical humanitarian
activities.
PURPOSE OF THE POSITION
Under the direct supervision of the Donor Development Manager, and in close collaboration with other staff in MSF Korea and external agencies, the Donor Care Officer implements strategies and activities to ensure long term loyalty to MSFK in individual Korean donors.
- Implements and improves existing donor development plans which are fully aligned with the fundraising strategy of MSFK.
- Maximizes donor life time value and increase loyalty of existing donors by ensuring a superior donor experience
- Acts on the donors behalf to resolve and clarify all questions regarding donor service and MSF practices.
- Assists the Donor Development Manager in building customized donor communication for MSFK based on gender, age, profession and regional location
MAIN DUTIES AND RESPONSIBILITIES
1. Donor communication for retention and cultivation
- Provide input into the development of Loyalty Program tactics
- Implements donor communication tools determined by the Donor Development Manager using diverse channels such as email, direct mail, event and telemarketing which meet demographic needs
- Tracks results of donor loyalty programs including upgrade, securing one off gifts, conversion to regular giving, reactivation of lapsed donors, upgrades etc., based on the performance evaluation and retention rate
- Handles interactions with donors across all communication channel and reports to Donor Development Manager
- Monitor programs on a regular basis for effectiveness and cost efficiencies offering solutions to problems
- Segments donors with diverse standards for donor loyalty programs and donor services
- Coordinates sending materials to donors and controlling inventories
- Manages budget in order to increase efficiency under the supervision of Donor Development Manager
- Ensures legal and regulatory compliance related to agency management and donor data
2. Database administration
- Extracts the data of target groups for each campaign and collect the results
- Issue donor certificate and tax receipt in collaboration with the DB administrator
- Manage the process of updating data when the DB administrator is not available
3. Agency management
- Oversees the performance of external agencies related to tele-fundraising, mailing and design
- Researches the external agencies in the market, and implement activities of the contract
- Implements the process of invoice and payment
- Provides regular training including MSF operational and/or organizational news, and service standards to call center
- Maintains and develop call center system
4. General Duties
- Assists fundraising projects when required
Note: This Job Description is only a summary of the typical functions of this position and not an exhaustive or comprehensive list of all possible job responsibilities and duties. Accordingly, the responsibilities and duties of the jobholder might differ from those outlined in this Job Description and the other duties, as assigned, might be part of the job due to organizational and operational needs.
QUALIFICATIONS AND JOB REQUIREMENTS
Essential skills and experience
- Bachelor’s degree in marketing or related field
- Minimum 3 years of relevant work experience in NGOs and or corporation with experience in business process management
- Experience and successful delivery of a diverse range of direct marketing and or CRM campaigns
- Experience in multiple agency management and working with external suppliers to deliver projects
- Strong interpersonal, communication, negotiation and presentation skills
- Strong analytical, problem solving and creative thinking skills
- Attention to detail and accuracy
- Superior time management skills and ability to deliver to deadlines
- Excellent MS office processing skills
- Ability to work in a team and foster team spirit
- Strong commitment to MSF’s humanitarian aid work
- Self-starter. Ability to work independently
- Fluent in written and spoken Korean and English
Desirable skills and experience
- Good understanding of MSF field programs and principles of action
- Fundraising experience
INFORMATION AND APPLICATION
- Dynamic candidates with relevant qualifications who are interested to apply may submit a letter of motivation and CV, in English to 'recruit@seoul.msf.org'
- Only electronic applications will be accepted. No phone calls, please.
- Kindly note that only shortlisted candidates will be contacted within 2 weeks.