Senior Donor Experience & Fundraising Leader

Oxfam Hong Kong; Hong Kong; Hybride; HKD 600 000 - 900 000; Plein temps

Résumé du poste

Oxfam Hong Kong is seeking an experienced leader to head the Donor Services and Telemarketing team. You will drive donor acquisition, retention, and stewardship while ensuring high service standards and operational efficiency.

You will manage data integrity in the CRM, oversee data operations, and generate donor insights to support fundraising performance. Strong Excel and communication skills in English and Chinese are essential.

Qualifications

• Degree holder in Marketing, Business Administration, or related discipline.
• Minimum 8 years in donor services, telemarketing, customer service, or call centre operations.
• Experience leading a small NGO, fundraising, or membership team is an advantage.
• Strong Excel data analysis, list management, segmentation and reporting skills.

Responsabilités

• Lead and supervise the Donor Services and Telemarketing team to deliver excellent donor experience and operational efficiency.
• Manage donor acquisition, retention, reactivation, and stewardship programmes, ensuring targets and service standards are met.
• Review workflows and implement improvements to enhance productivity, donor satisfaction, and team performance.
• Act as a hands-on team lead by handling donor enquiries and requests via phone, email, WhatsApp, and other channels.
• Occasionally work beyond regular office hours to provide onsite coaching and support to telemarketing staff during evening shifts.
• Lead the team in maintaining accurate donor records and data integrity within the CRM system, supervising daily data operations.

Connaissances

Donor management

Telemarketing

Leadership

Excel

CRM

Data analysis

English

Chinese

AI tools

Formation

Bachelor's degree in Marketing/Business Administration

Outils

CRM

Excel

Description du poste

Oxfam Hong Kong is seeking an experienced leader to head the Donor Services and Telemarketing team. You will drive donor acquisition, retention, and stewardship while ensuring high service standards and operational efficiency.

You will manage data integrity in the CRM, oversee data operations, and generate donor insights to support fundraising performance. Strong Excel and communication skills in English and Chinese are essential.