Supporter Care Executive

Location: Hong Kong
Discipline: Fundraising/Development
Job type: Full Time
Job ref: AA/SCE/R4G2
Published: about 1 month ago

​Animals Asia´s mission is to end the farming of bears for bile in Vietnam and China, provide sanctuary for bears, end the suffering of wild animals in captivity, and ensure humane treatment of dogs and cats.

About the role

Here at Animals Asia, supporters are not seen as external to the organisation – they ARE the organisation. Without them, quite simply, nothing would be possible so they are a crucial part of the team. We know they are every bit as passionate about our goals as we are. As Supporter Care Executive your job is to ensure they know how integral they are and that being part of Animals Asia provides an exceptional, enriching experience that adds as much value to the donors’ lives as they add to us. Wehave some of the most loyal and committedsupporters in the world but loyalty is something wemust earn every single day – and that will be the very heart of your role.

As part of a busy, passionate and talented global team you’ll be in charge of updating supporters on our progress and offering opportunities for engagement. You’ll work with awide range of people, efficiently gathering and providing information as well responding to whatever queries or situations may arise. This includes maintaining the fundraising database and implementing key steps on the supporter journey. You will work hand in glove with a high-performing Gift Processing Team, sharing best practice knowledge to ensure we provide a seamless, first-class end to end experience for supporters. Our Gift Processing team is highly efficient and effective, operatingas one global team and supporting work from across countries. We do need somebody on theground in Hong Kong that can help with this, in particular to also assist with someof the Gift Processing work.

You’ll be well-organised, self-motivated and display a high level of accuracy, consistency and attention to detail to ensure data is handled appropriately and in accordance with mandatory regulations across the markets we operate in. Subject to availability, the role can be supplemented with support through trained and supervised volunteers.

Supporter Care and Communications

●Act as first point of contact for Animals Asia: answering the phone and responding toemails and letters

●Work collaboratively across a global Supporter Care team to ensure supporter enquiries are handled to the highest standard, providing prompt, efficient, accurate responses inline with the charity’s messaging and Global Service Charter

●As part of a global team, provide ‘round the clock’care via all channels

●Keep up to date with programme activities and newsfrom across the organisation to ensure you can provide informed supporter communications and deal with supporter enquiries confidently, efficiently and consistently

●Handle difficult or distressed supporters in a sensitive and skilled manner, displaying empathy and establishing rapport whilst balancing the needs of Animals Asia

●Monitor supporter feedback and interactions to provide insight to the wider Supporter Insights and Experience team to inform new initiatives and increase retention

●Use agreed letter templates and produce bespoke responses as required

Gift Processing

●Work collaboratively with colleagues in the Gift Processing team to ensure income is processed accurately and in line with our Global Service Charter via all fundraising and payment channels and in line with Animals Asia’s policies and procedures

●Generate acknowledgements and receipts for all offline payment channels, including annual statements, in line with our Customer Service Charter

●Process all payments including merchandise orders and legacy income

●Process online and offline products including animal sponsorships

●Administer the end to end Recurring gift process (Giftset up, processing amendments and cancelations, resolve exceptions and generate lapsed communications) liaising with external agencies as necessary

●Ensure donations are processed on time and with accurate coding to track the source of fundraising income

●Ensure Gift Aid eligibility is recorded accurately (UK gifts)

●Ensure banking is carried out in line with our Customer Service charter

●Assist where required in the review and implementationof new payment channels to ensure smooth and accurate gift processing

●Develop and maintain a good understanding of local payment channels and processes

Administration and financials

●Ensure procedure manuals are updated in line with changes

●Organise postal mailings, mail merges etc

●Design and maintain good quality filing systems whether electronic or on paper

●Proactively liaise with supporters to capture missing/ incomplete information

Database Management

●Maintain constituent records & data integrity. Accurately enter new data and amend existing data on the fundraising database following contact from supporters, and in line with Animals Asia’s policies and procedures

●Ensure supporter interactions are recorded accurately and consistently

●Keep abreast of GDPR

Fundraising Support and Supporter Journey

●Ensure supporters are resourced with fundraising materials

●Update local social media & website as required

●Work with the Direct Marketing Team to ensure fundraising communications meet local market requirements, and are appropriate for our supporters

●Assist the Gift Processing team where required to ensure that correct coding is applied to donations to track the source of fundraising income

●Collect Gift Aid Declarations (UK)

●Ensure that supporter legacy enquiries are handled correctly and the legacy stewardship journey is maintained

●Support the Direct Marketing Team to maintain the Regular Givers, increase acquisition, reactivation and retention

●Work closely with the Global Partnerships Executive to ensure Bear Guardianship scheme payments are recorded accurately

●Train & supervise volunteers as required

Inter-department relations

●Ensure that inter-department and inter-personal relationships are positive, cohesive, and contribute to the overall mission of AAF

●Develop and maintain effective working relationships with management in regard to work procedures and employee relations

●Support the AAF ‘one-team’ philosophy, making surethe greater global needs are put ahead of any team or market goals

Continuous Improvement

●Work closely with all areas of the Supporter Engagement Dept. to drive continuous improvements and efficiencies in our operations and streamline our processes across the global market

●Contribute to the on-going review, development and implementation of changes to improve the productivity and efficiency of AAF

●Identify best practice fundraising models and make recommendations and implement as part of continuous improvement

●Participate in staff training and performance and development appraisal process to assist in the achievement of AAF objectives and mission

Miscellaneous

●Promote and advocate AAF to the general public

●Perform other tasks as directed by the Senior Management of AAF

●Active participation in team meetings

●Always keep the supporters and interests of AnimalsAsia at heart when dealing with supporters so as to develop and maintain positivelong-lasting relationships

Person Specification

Experience

●At least 2 years’ experience in a customer service role responding toa high level of enquiries via telephone and email

●Experience of working on a customer relationship database

●Experience of using Blackbaud CRM or Raisers’ Edge

●Experience of inputting high volumes of data

●Experience of working in a fundraising team or environment

Skills/Attributes

●Demonstrable initiative and ability to work autonomously

●Accuracy and excellent attention to detail

●Demonstrable verbal and written communication skills

●Excellent interpersonal skills and telephone manner

●Highly organised, able to prioritise varied workload and meet deadlines

●Thrives in a social environment and builds relationships easily

●Solution focusedwith a creative approach to issues and a ‘can do’ attitude

●Proficient in Microsoft Office

●Fluent in Cantonese and English

●Fluent in Mandarin

Knowledge

●Understanding of basic fundraising principles

●Understanding of Data Protection (GDPR in UK & EU)

●Understanding of local fundraising regulations and best practice

●Understanding of animal welfare issues and conservation

Qualifications / training

●Educated to degree level

●Fundraising qualifications

Place of work: Animals Asia Foundation LimitedRoom 1501, Tung Hip Commercial Building,244-252 Des Voeux Road Central, Sheung Wan Hong Kong

Salary: HK $20,000.00/month gross

Working hours: Full time – standard hours are 42.5 hours per week, Monday to Friday from 9am to 5.30pm with 1 hour unpaid lunch break

Please send CV’s with covering letter outlining how you meet the person specification and why you should be considered for this role.