Greenpeace, one of the world’s most respected and dynamic organizations, is an international non-profit global campaigning organization that acts to ensure the ability of Earth to nurture life in all its diversity. At the heart of Greenpeace’s campaigns is the tradition of non-violent, direct action against environmental abuse and destruction.
*Greenpeace exists because this fragile earth deserves a voice. It needs solutions. It needs change. It needs action.*
Greenpeace is acts to change attitudes and behavior, to protect and conserve the environment and to promote peace by:
*Greenpeace exists because this fragile earth deserves a voice. It needs solutions. It needs change. It needs action.*
Greenpeace is acts to change attitudes and behavior, to protect and conserve the environment and to promote peace by:
- *Catalyzing an energy revolution* to address the number one threat facing our planet: climate change.
- *Defending our oceans* by challenging wasteful and destructive fishing, and creating a global network of marine reserves.
- *Protecting the world's ancient forests* and the animals, plants and people that depend on them.
- *Creating a toxic free future* with safer alternatives to hazardous chemicals in today's products and manufacturing.
- *Campaigning for sustainable agriculture* by rejecting genetically engineered organisms, protecting biodiversity and encouraging socially responsible farming.
Greenpeace is present in 40 countries across Europe, the Americas, Asia, Africa and the Pacific.
To maintain our independence, Greenpeace does not accept donations from governments or corporations but relies on contributions from individual supporters and foundation grants.
For over 40 years, Greenpeace has been successful in our campaigns to reverse environmental degradation by bearing witness to environmental destruction and exposing and confronting environmental abuse. Greenpeace campaigns have been vital in informing government policies on the environment and effecting changes in business practices which lead to various environmental problems.
*Greenpeace in Southeast Asia*
Greenpeace opened our first office in Southeast Asia in 2000. In that time we have led successful campaigns throughout the region, securing fresher air, cleaner water and a healthier environment through changing industry practices and government policies. Greenpeace actively campaigns across the region to catalyze an energy revolution, protect ancient forests and our oceans, create a toxics-free future and create a shift to sustainable
agriculture.
Greenpeace has three offices in Southeast Asia—in Thailand, Indonesia and the Philippines and each office is composed of five departments: Campaigns, Fundraising, Communications, Mass Mobilization and Organizational Support. Currently, Greenpeace has more than a 140 staff across the region, excluding the direct dialogue fundraisers.
*THE POST: SUPPORTER CARE COORDINATOR*
Job title : Supporter Care Coordinator
Reports to : Fundraising Manager
Line-manages : Supporter Care Assistant, Telefundraising Team Leader, Supporter Care Admin
*Job Summary:*
The Supporter Care Coordinator is responsible in overseeing the professional, efficient, timely and accurate processing of supporter relationship administration, and ensuring that financial contributions are received timely each month. The successful candidate will lead the
Supporter Care Team in handling inbound supporter queries in a passionate, inspiring manner delivering excellent supporter service with an emphasis on building supporter loyalty.
The Supporter Care Coordinator will be responsible for the line management and development of the Supporter Care Team, managing the day to day workloads and ensuring that tasks are prioritized and deadlines are met.
*Key Responsibilities:*
- To lead and manage Supporter Care team
- Be an inspiring and motivating leader for the Supporter Care Team.
- Recruit, train and manage the staff required to fulfill Supporter Relationship Care tasks.
- Develop effective and equitable flow of tasks by setting up and monitoring effective systems for work division and prioritization, leaving time for proactive tasks as well as day to day processing.
- Ensure the Supporter Care Team contributes fully towards the objectives of the Supporter Care Team and that team members have received adequate inductions, training and coaching.
- *Provide clear direction, ongoing support and development opportunities for the Supporter Care Team, ensuring they are engaged in and contribute to all areas of the organization.
- In conjunction with the Supporter Relationships Coordinator and Direct Dialogue Coordinator, develop and deliver annual objectives for Supporter Care staffs, reviewing performance quarterly and performing annual performance appraisal*.*
- *Focus staff on achieving best possible practice in terms of supporter service. Provide ongoing training opportunities to encourage staffs to build on skills. Identify training needs within the Supporter Care Team and building an effective, happy working team.
- To supervise Administration, Fulfillment and Data Processing
- Input new members in the database.
- Maintain the quality of data processing by the Supporter Care Team to maximize data integrity whilst balancing with efficiency of processes.
- Work closely with partner banks to secure the fastest process for automatic debit facility. He/She should ensure that new supporters’ bank forms are continually followed up with their maintaining branch.
- Receive the financial contributions of supporters through the automatic debit facility. To work with and improve current auto-debit processes in the database.
- Produce an accurate monthly report that will reconcile donations and bank statements, and in doing so, work closely with the finance department in monitoring banking processes to ensure accurate debits, reports and account coding.
- Document data, processes, and procedures which will be relevant to improving future processes.
- Effective and timely welcoming of new supporters as devised in conjunction with the Supporter Relationships Coordinator
- Processing of one-off cash, credit card and cheque gifts, renewals, reactivations, cancellations, upgrades, changes of details and any other donation or supporter relationship administration task as required.
- To Lead Supporter Care Activities
- Lead the Supporter Care Team in providing a high level of customer service to develop and maintain excellent supporter relations, retaining or upgrading financial support where appropriate and making sure the supporter is kept informed and happy.
- Create and oversee a Supporter Save program incorporating effective training, goal setting, monitoring and rewards.
- Work closely with the fundraising team to ensure that the needs are being met and systems are in place to manage workloads. Responsible for the sign off of all response mechanisms.
- Work closely with the Supporter Relationships Coordinator to improve the supporter journey making the most of opportunities to develop supporter loyalty and implementing tailored supporter communications.
- Handle all complaints and difficult calls with professionalism, sensitivity and efficiency whilst maintaining a positive Greenpeace experience for the caller.
- Providing timely responses for email inquiries, requests, and complaints.
- Champion the importance of Supporter Care work within the organization, keeping other staffs up to date with latest team practices and feedback from supporters
- Responsible in Reporting, Budgeting and Analysis
- Effectively monitor key performance indicators, and report on them to the greater organization.
- Work closely with the Supporter Relation Coordinator, Direct Dialogue Coordinator and the Fundraising Manager to monitor, measure, and evaluate the performance of all in-house telemarketing programs (welcome/debit fails/upgrade/reactivation).
- Work closely with the Fundraising Manager to ensure that Fundraising targets are met and exceeded.
- Monitor and analyze the effectiveness of “Supporter Journey” materials, document all necessary information relevant to the “Supporter Journey”.
- Work with Regional Database Admin and Analyst to provide other useful reporting.
- Effectively store and monitor information capital in our database to make sure all data is captured in a user friendly manner.
- Prepare monthly and quarterly reporting for the Fundraising Director
- Work with the Fundraising Manager and Fundraising Director to prepare annual budgets and forecasts and work to ensure we meet these.
Others
- Serve on cross function project teams and committees as required ensuring a fundraising and marketing perspective is effectively represented.
- Any other appropriate tasks or projects as delegated by the Fundraising Management
- Can work integrally with other unit in Greenpeace
*Competency Profile *
Organization competencies
Organization competencies
- Commitment and Professionalism
- Trust and respect
- Valuing people
- Knowledge sharing
- Goal oriented
Functional competencies
- Communication & coaching Skill
- Service skill
- Reporting, Budgeting, and Analytical Skill
Leadership competencies
- Planning & Organizing
Interested candidates are invited to write Letter of Introduction, explaining why you are qualified for the position and why you want to work for Greenpeace. Please attach this to a completed application form which you can download from
http://www.greenpeace.org/seasia/id/aksi-kamu/jobs/Scare-Coord/ and email to:jobs.id@greenpeace.org
*Deadline for Applications: February 8, 2013*
http://www.greenpeace.org/seasia/id/aksi-kamu/jobs/Scare-Coord/ and email to:jobs.id@greenpeace.org
*Deadline for Applications: February 8, 2013*
