Jobs are sourced directly from employers. No recruiter involved. Apply through the employer's link to make sure your application reaches the right people. → Supporter Relationship Coordinator

The Supporter Relationship Coordinator's (SRC) role is to ensure effective relationship building and retention of existing donors using a range of offline and online fundraising methods and activities. The SRC reports to the Fundraising Manager and will work in close partnership with the Regional Retention and Development Coordinator (based in the Philippines) to deliver an effective and successful donor journey, improve donor engagement and contribute to the increase of Malaysia’s donor retention rate.

Duties and Responsibilities:

- Strategic Retention & Lifetime Value Optimization-

Predictive Churn Management: Implement and monitor data-led retention projects, utilizing predictive tools (such as Dataro AI) to identify at-risk donors and execute proactive "save" and "churn-prevention" interventions.

Lifetime Value Growth: Execute the donor retention plan with a focus on extending the donor lifecycle beyond the 28-month break-even point, ensuring a long-term connection that produces the highest possible financial return.

Data-Driven Segmentation: Collaborate with the Fundraising Manager to utilize data profiles and behavioral segmentation, ensuring the "right message reaches the right donor via the right channel at the right time"

- Middle Donor Development & Stewardship-

Pipeline Prospecting: Identify potential Middle Donors from the existing regular donor pool using historical giving data and engagement metrics.

High-Touch Cultivation: Assist in the growth of the Malaysia Middle Donor program through personalized stewardship, specialized impact reporting, and exclusive engagement activities designed to increase loyalty and investment.

Relationship Management: Act as the primary point of contact for the Middle Donor segment, managing individual donor journeys that move supporters from mass-market giving to high-value partnerships.

- Engagement & Impact Storytelling-

Content Innovation: In collaboration with regional counterparts, create compelling, evidence-based communication materials (newsletters, annual reports, e-blasts) that demonstrate tangible campaign wins to reduce "crisis fatigue".

Multichannel Journeys: Develop and test innovative donor journeys across digital and traditional channels, including automated touchpoints via WhatsApp or SMS to provide real-time impact updates.

Tele-Fundraising Quality: Oversee scripts for Lead Conversion, Upgrade, and Reactivation programs, ensuring that tele-fundraising agents are equipped to handle "save" calls and effectively pitch the Middle Donor value proposition

-Monitoring, Evaluation & Budgeting-

Performance Analytics: Regularly monitor retention KPIs, including monthly attrition rates, upgrade conversion rates, and the ROI of reactivation campaigns.

Budget Accountability: Assist in managing the budget for supporter relationship programs, ensuring that retention spend is optimized for the highest impact on donor longevity.

In addition;-

Planning and implementation of donor retention projects and activities.
Development and management of MY donor communication materials.
Build an effective relationship with our donors using a range of traditional and digital methods and activities.
Steer the development of donor journeys, donor segmentation, tracking and evaluation procedures, donor surveys, and the use of innovative retention tools and techniques.
In collaboration with other SRCs in Thailand, Indonesia, and Phillipines, create the content for donor communication materials, and plan production with regional vendors and organisations. This includes channel selection, copywriting, editing, design concepts, design process management, testing plans and rollout with key performance tracking.
Collaborate with the Engagement Unit (Comms and Digital teams) to ensure consistency in our messaging and to aid the successful fundraising and achievement of campaign and engagement objectives.
Support the Assistant Retention Manager in implementing regional donor retention strategies and initiatives across assigned markets to strengthen donor engagement, loyalty, and income sustainability.
Implement the benchmarking and testing of retention programs.
Work closely with the Senior Digital Fundraising Coordinator and Direct Dialogue City Coordinator to ensure a sustainable and relevant acquisition program through consistent fundraising communication materials in line with the campaign.
Collaborate with Fundraising, Public Engagement, Supporter Care Team, Campaign Team, Finance and Accountant.
Build and maintain relationships and coordinate with external suppliers and agencies.
Coordinate and manage the production of all direct mail/donor communication materials in Malaysia with suppliers and agencies i.e. printing, premium gift, Telemarketing agency, etc.
Deliver and ensure the timeliness and consistency of all supporter care communications, including donor-related events.
Monitor and review retention program performance, produce reports and updates as requested by the Fundraising Manager.
Work closely with the Fundraising Manager by overseeing Telemarketing scripts and ensuring the consistency of all communications for the Lead Conversion, Upgrade, Recapture and Reactivation programs.
Ensure all materials are in line with Greenpeace brand guidelines and reflect our mission and values.
Ensure the communications reports are up to date.

Supporter Relationship Coordinator

Greenpeace Southeast Asia recruitment