Digital Donor Retention Specialist

Doctors Without Borders (MSF) Southern Africa; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

An established humanitarian organization seeks a Digital Donor Retention Specialist to enhance donor engagement through innovative digital strategies. This role involves managing online campaigns, optimizing donor journeys, and leveraging data to maximize online giving. The ideal candidate will collaborate with various teams to create impactful content and ensure alignment in donor retention strategies. With a commitment to humanitarian causes, this position offers a unique opportunity to make a significant impact in the fundraising landscape. Join a dedicated team and help drive growth in donor engagement and retention.

Benefits

13th Cheque

100% Medical Aid Contribution

10% Additional Pension Allowance

Transport Allowance

Cell Phone Allowance

Working Space and Resources

Qualifications

• 3-4 years of experience in fundraising and donor service.
• Proven track record of successful fundraising income portfolio.

Responsibilities

• Develop and execute online donor retention campaigns.
• Analyze donor behavior and optimize donor journeys.

Skills

Marketing Expertise

Creativity

Analytical Skills

Interpersonal Skills

Communication Skills

Project Management

Web Content Production

Digital Fundraising

Negotiation Abilities

Emotional Intelligence

Education

Graduate degree in Marketing

Experience in Fundraising

Tools

Salesforce

Google Analytics

Pardot

Meta Business Suite

Salesforce Marketing Cloud

Job description

ABOUT MSF

Doctors without Borders (MSF) Southern Africa is aglobal network of principled professionals who specialise in medical humanitarian work driven by our common humanity and guided by medical ethics. We work together in teams, small and large, to respond to the medical needs of people affected by conflict, disasters, epidemics and those excluded from healthcare.

Purpose of the job

To develop and execute innovative strategies to enhance donor engagement and retention through digital channels. It involves managing the online donor annual strategic plan to boost donor retention, income, and engagement outcomes. By leveraging a wide range of marketing tools, the role aims to optimize return on investment (ROI) while cultivating individual donor relationships and implementing income-generating campaigns.The role will analyse and optimise data to maximise online giving in the existing donor pool. It is also responsible for managing all donor retention digital channels including CRM- salesforce and merchandise e-commerce.

Report to:Donor Retention and Loyalty Manager

Department:Fundraising – Retention Unit

Job Overview and Dimension

Mission:

The Digital Donor Retention Specialist will develop and implement innovative strategies to enhance donor engagement and retention through digital channels. This role focuses on optimizing online donor development campaigns and refining donor journeys to increase once off and extra online donations. By capitalizing on digital opportunities, the specialist will boost engagement, grow donor giving capacity, and align stewardship across both online and offline channels.

Mandate:

The specialist will provide strategic guidance, create, and execute annual online donor retention plans to increase engagement and online giving. They will analyse donor behaviour and design synchronized journeys for different donor segments.

Nature of Function:

Collaborating with retention, digital acquisition, and communications teams, the specialist will ensure alignment in donor retention strategies. They will oversee online publications like donor magazines and newsletters, manage campaigns (appeals, automation, reactivations), and coordinate with service providers to track and optimize all digital donor communications. This role aims to integrate online and offline strategies to drive annual income growth and deepen engagement across donor segments.

Job Accoutabilities.

Donor retention campaigns.

• Content Creation & Alignment:Curate and produce online donor engagement content, ensuring alignment and approval with the Communication department. Design and implement retention and income-generating initiatives to foster engagement with donors and supporters.
• Campaign Planning & Implementation:Plan and execute online donor retention campaigns, including appeals, auto upgrades, and reactivation of lapsed donors. Set engagement benchmarks and develop strategies to drive donor income growth.
• Trend Monitoring & Innovation:Monitor and stay informed on local and international communication and marketing trends to identify new formats and practices that enhance campaign relevance. Research and implement innovative donor retention strategies.
• Publications & Materials:Create and distribute of the bi-annual donor e-magazine, annual impact reports, design newsletters and automate online donor relationship communications, ensuring coordination with donor retention specialists to align offline and online efforts.
• Donor Communication Effectiveness: Assess the effectiveness of online retention communications to ensure donor satisfaction and engagement.Utilise the feedback from efficiency surveys to implement agile digital donor retention strategies.Develop and implement audience segmentation plans andtest new approaches for improved results.
• Donor Journey & Innovation:Develop and optimize online donor journeys to drive income growth. Monitor key performance indicators and explore innovations like automated journeys, abandoned cart strategies, and AI targeting.
• Communication Calendar Oversight:Manage the online donor retention calendar, ensuring content production aligns with best practices, deadlines, and quality standards. Maintain compliance with data protection and MSF branding guidelines.
• Online Donor Content Management:Update online retention pages with impactful and engaging content, develop emergency campaigns, and ensure timely approval and distribution. Support donor events and merchandise with relevant content and marketing strategies.
• Marketing Tools and CRM Improvements:Technicalupdate and customize the CRM to optimize donor engagement, leveraging thedatabasetools to ensuring quality data reporting. Lead retention needs assessments and ensure effective use of marketing tools to increase online revenue.
• Segmentation & Automation: Advise on donor segmentation and automation strategies to enhance engagement and donor experience. Set up and monitor automated donor journeys and communications, including targeted appeals and e-newsletters.

Budget Planning, Monitoring, and Reporting

• Campaign Analysis & Reporting:Produce analytical reports comparing online campaigns, transforming data into actionable insights for strategic decisions. Ensure ROI, engagement growth, and revenue attribution, and implement learnings to drive continuous improvements.
• Budget Input & Cost Optimization:Contribute to annual budget planning, defining cost indicators, tracking, and reconciling expenses for all online campaigns.
• Standard Operating Procedures (SOPs):Compile and maintain SOPs, conducting skill-sharing sessions to promote team development and continuous improvement.
• Content Analysis & Compliance:Write and adapt content for diverse online donor segments and ensure compliance with MSF's brand, DEI, and communication guidelines. Provide strategic support for all online donor communicationsbridging the gap between analysis and implementation. Update and develop strategic ambitions for all Donor retention website pages

Networking, Teamwork and Collaboration

• KPI Reporting:Provide insights through detailed reports and dashboards to improve donor engagement and online giving KPIs.
• Team Collaboration & Data Integrity:Collaborate with the Communication department to createdonor-centric content. Partner with Data and Digital Acquisition teams to ensure seamless donor journeys, accurate income attribution, and efficient tracking. Work with the Donor Retention Manager to refine and execute the digital retention strategy and foster alignment across teams. Supervise retention interns to support their learning.
• Digital support:Offer technical support to the Donor Engagement and Events Officer for e-commerce improvements and provide marketing insights to boost merchandise sales. Develop and ensure smooth functioning of all online donor communication templates.
• Cross-functional Representation:Represent the retention unit in MSF peer groups and local INGO communities.

Key Challenges and Strategic Decisions

• Maximise Donor Engagement:Ensure synchronized tracking of online communications and agile implementation of campaigns to drive annual engagement and income growth. Use impactful storytelling to create and distribute compelling content across online channels.
• Enhance Donor Retention and Revenue:Develop tailored engagement strategies to foster long-term loyalty and income growth. Monitor online retention systems, analyse metrics, and implement digital enhancements to improve retention and monthly revenue. Oversee 60% of donor communications, optimize retention through digital platforms, and automate processes for improved efficiency. Support Call Centre campaigns with online touchpoints for upgrades, reminders, reactivations, and additional contributions.
• Elevate Donor Engagement Quality:Implement consistent engagement protocols reflecting MSF’s values, ensuring high-quality donor interactions. Adapt digital assets to emerging trends and establish marketing benchmarks for continuous performance improvement.

Education and experience

• Graduate degree in preferably Degree in Marketing, Communications, Public Relations or related field.
• 3-4 years of experience in fundraising, marketing and donor service. Proof of fundraising income portfolio.

Skills and Competences

Skills:

• Expertise in marketing, creativity, analysis, and implementing innovative solutions.
• Strong interpersonal, relationship-building, networking, and negotiation abilities.
• Excellent oral and written communication, with strong storytelling skills.
• Passion for humanitarian causes and experience in NGO fundraising.
• Organizational skills, attention to detail, and high supporter care standards.
• Ability to manage multiple projects under pressure and tight deadlines.
• Strong work ethic, initiative, vision, and emotional intelligence.
• Experience in web content production, editing, and coordination.
• Proficient in managing digital channels and digital fundraising.
• Knowledge of Pardot, Salesforce, and content management systems.
• Service orientation, strategic vision, and analytical thinking.

Competencies:

• Commitment to MSF principles (L2).
• Initiative and Innovation (L3).
• Results and Quality Orientation (L3).
• Planning and Organizing (L3).
• Networking and Relationship Building (L3).
• Teamwork and Cooperation (L3).
• Google Analytics (Intermediate to Expert).
• Meta Business Suite (Intermediate to Expert).
• Salesforce Marketing Cloud (Intermediate to Expert).

Remuneration and resources:

• The SalaryR37 066,24
• 13th Cheque in November.
• 100% Medical aid contribution.
• 10% additional pension allowance.
• Transport allowance.
• Cell Phone Allowance.
• Resources needed such as working space, computer, internet, stationery, and other resources will be made available.

Commitment/Contract Duration:

Length of commitment: 12 Months with Possible Renewable.

Closing date: 9 May 2025

Start date:ASAP

Please note that only shortlisted candidates will be contacted.