Donor Care Officer H/F
Interiman
Infos sur l'emploi
- Date de publication :24 septembre 2024
- Taux d'activité :100%
- Type de contrat :Temporaire
- Lieu de travail :Genève
For one of our clients, an international humanitarian organisation based in Geneva, we are looking for a :
Donor Care Officer H/F
For a temporary position starting ASAP at 100%
Donor Care Officer H/F
For a temporary position starting ASAP at 100%
DESCRIPTION DE LA MISSION
Main Duties and Responsibilities:
PROFIL ATTENDU
Main Duties and Responsibilities:
Donor Care
- Handle and reply to supporter enquiries and ensure the necessary follow-up is made (e-mail, phone, post, updates in CRM)
- Update and develop standard text templates used for e-mail or letter replies in dedicated tools
- Manage and follow-up the thanking process (internal & external) to donors, ensuring that responses are accurate and timely (merge, format and issue letters etc)
- Manage and supervise the update of addresses in the database using different tools to get the correct information
- Manage and supervise regular quality checks on donor data
- Participate in fundraising mailing process and blueprint validation
- Share donor behaviour knowledge and reactions with direct marketing fundraising team
- Deduplication of accounts in the database
- Supervise, follow-up and register the data received from telemarketing campaigns
- Ensure that requested documents, brochures, payment slips, tax certificate duplicates are available and sent to donors in a timely manner
- Assist the unit with ad-hoc requests
Data Administration
- Responsible for the administration of the database on a regular basis regarding:
- import of data
- production of queries, reports
- Updates and quality checks in the database
- Follow-up with the relevant units
- Responsible for direct debit contract registration and follow-up with banks
- Contributes to the creation and updates of the procedures/processes for the unit
Information management
- Ensure that existing information, is properly shared within the unit, organised and filled according to agreed procedures
- Manage the donor ticketing tool as application manager
- Participate to the new CRM implementation
PROFIL ATTENDU
Profile and skills required:
- Certified either in Quality Management, Marketing, Customer care or service environment or proven similar experience
- Languages: Excellent knowledge (oral and written) of French, German and English mandatory, Swiss German and Italian an asset
- Experience working in customer care mandatory (donor care an asset)
- Great relationship skills, client oriented, outgoing personality
- Good communication skills, and knowledge of crisis management
- Team spirit, reliable, accurate, dynamic, rigorous and resilient
- Attention to details and accuracy
- Organizational skills and sense of priorities
- Proactive and capable to work autonomously and to take on new responsibilities
- Exposure and adaptability to various Customer Relationship Management (CRM) tools
- Advanced computer literacy: Microsoft suite and any Ticketing tool
- Good understanding of marketing and fundraising practices and principles
- Experience of working in a humanitarian or voluntary sector environment an asset
Contact
Interiman