Donor Engagement Officer

1. Donor Journey Implementation & Communications
2. Execute donor journeys tailored to various lifecycle stages: new, active, lapsed, upgraded, downgraded.
3. Craft, schedule, and send personalized communications across platforms (e.g., welcome EDMs, Panda Mail, anniversaries, greetings, surveys).
4. Ensure message consistency with WWF's tone, voice, and brand.
5. Execute tailored messaging per segment based on data and direction from the Donor Management Officer.
6. Adjust content, channel, and timing based on donor engagement behavior, performance data, and feedback.
7. Handle day-to-day message execution including campaign rollouts, community updates, and event invitations.
8. Donor Support (Multi-channel Inquiries)
9. Respond promptly and empathetically to donor inquiries and feedback received via email, Viber/WhatsApp, social platforms, or other channels.
10. Coordinate with the Donor Management Officer to resolve issues related to failed donations, CRM errors, or technical concerns.
11. Develop, update, and maintain donor support FAQs, email templates, and help resources.
12. Escalate concerns that may impact donor satisfaction or experience.
13. Engagement & Community Building
14. Manage and grow digital donor communities via WhatsApp, Viber, Facebook groups, and other platforms.
15. Plan and implement donor engagement activities such as webinars, donor cafés, cleanups, tree planting, and virtual events.
16. Send updates, reminders, and event follow-ups aligned with donor lifecycle and interests.
17. Conduct regular donor surveys, interviews, or FGDs to gather feedback and improve experience.
18. Call Center Monitoring (Donor Experience)
19. Review and listen to call samples from the external SG Labuan call center.
20. Track and analyze reports on donor concerns, feedback, and satisfaction.
21. Flag recurring issues, propose solutions, and identify training or script improvement needs.
22. Support timely resolution of service complaints, failed donation follow-ups, or drop-off risks in coordination with Donor Management.
23. Retention Analytics & Donor Cultivation (Support Role)
24. Utilize segmented lists and donor insights provided by the Donor Management Officer to help identify churn risks or upgrade opportunities.
25. Execute cultivation touchpoints per segment (e.g., thank-you EDMs, recovery campaigns, appreciation notes) based on plans developed by the Donor Management Officer.
26. Track and document campaign implementation details, donor feedback, and support-level metrics.
27. Provide input on campaign results from the frontline (e.g., donor responses, support interactions), and flag areas for improvement to the Donor Management Officer.
28. Learning and Development
29. Stay informed on donor engagement trends and best practices, both locally and across the WWF network, to strengthen donor stewardship and retention strategies.
30. Maintain a solid understanding of WWF-Philippines' programs to communicate impact effectively and tailor engagement activities based on donor interests and values.
31. Identify opportunities to enhance the donor experience and build meaningful connections with individual supporters through personalized, lifecycle-based touchpoints.

Key Performance Indicators (KPIs)

• Execution of at least 2 donor engagement events per year
• Increase in recovered failed donations and reactivated donors
• Reduction in donor churn and increase in Net Promoter Score/satisfaction (based on surveys)
• Timely and high-resolution rate of donor concerns and queries
• Growth in engagement metrics on Viber/WhatsApp and other donor platforms
• Improved onboarding completion rate for new donors
• Submission of monthly donor feedback and experience trend reports
• Quality review reports of SG Labuan call center with actionable insights