Entrepreneurship in the territories: is it the right time?
Major Duties and Responsibilities:
Member Journey Management (40%)
- Enhance & create new marketing treatments for existing members segmented by different tiers based on monetary value, engagement and behavioral attributes.
- Uncover member needs and how they interact with WWF’s various touch points including the communication channels like email, whatsapp, call-center as well as events and volunteering activities through data & analytics from various insights initiatives.
- Create & review member metrics; NPS & CSAT & service performance across all member touchpoints; digital and non-digital; conduct constant pulse check, engage with key stakeholders to communicate the member insights & KPI performance and findings for continuous improvement of NPS and member satisfaction.
- Analyze and map member journey, capturing front and back-end processes, resolve barriers to achieve a seamless and positive member experience. Accountable to track CX at touchpoints, enhance and re-design member journeys to meet member expectations.
- Collaboration with stakeholders to manage CX initiative projects within timelines and KPIs.
- Deep understanding of member insights to identify trends, pain points and opportunities for enhancement. Conduct root cause analysis to identify gaps, recurring issues in process, system, service, people or product, and determine solutions with stakeholders to improve members’ experience.
- Strong leadership and management skills to help grow team members, improve overall engagement through effective communication, stakeholder management, performance management, empowerment and coaching.
- Clear and strong governance organization with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies & standard requirements.
Insights and Optimisation of omni-channel communication (30%)
- Understand data, trends, and patterns within member datasets to identify pointers that help create actionable insights leading to effective decision-making.
- Manage and measure performance through data insight and trend analysis.
- Create campaigns to gather new data points on our members (e.g., date of birth, address)
- Look at how we best gather new ‘softer metrics’ from our members and deepen our understanding of their motivations, satisfaction, and interests, through polls, surveys, NPS, and CSAT. And using any insights or trends from this to further develop, optimize, and personalize the journeys
Stewardship and event management (20%)
- Regularly present on performance to the Head of IG – DGM and other senior management
- Develop engaging thought-provoking content and stewardship opportunities that encourage loyalty, repeating giving, and give the member unique access to the cause, people, projects, and places that are funding
- Be involved in briefing multi-media teams to gather relevant and engaging content for our member audiences from the field
- Ensure content being requested from the field is relevant and engaging and promotes loyalty and fundraising objectives.
- Explore new ways to reach members with stewardship offers – Webinars, Facebook Lives, etc.
- Create opportunities to connect members with our teams in the field and hear directly from them
- Keep abreast of sector trends, learning, and insights, in particular, new and engaging ways to enhance the experience WWF can provide to its members
Data and Operations Support (10%)
- Assist in the research and due diligence of member data and ensure the integrity of the member database / CRM, and generate associated reports. Requires collaboration with Finance, CRM team, and Data teams
- Keep updated on new marketing and CRM platforms and ensure smooth transition of operations to these platforms as and when required
