Customer Experience & Retention Manager

Company Background

We are representing our client a well established humanitarian organization that provides humanitarian and developmental aid worldwide.

Attractive Remenuration & Benefits Provided:

• Flexi working hours/WFH arrangement
• Medical and hospitalisation insurance (Employee & Dependent)
• Optical and dental (Employee & Dependent)
• Parental Leaves
• Dependency Allowance
• International Assigments Opportunities

Job Responsibilities

No. of subordinates: 2

• Responsible for providing leadership and strategic guidance in the areas of Donor Care, Retention, and Value Maximization to optimize fundraising and revenue potential while strengthening operational systems and mechanisms to enhance strategic private sector individual fundraising. This role is critical in driving the long-term strategic planning, development, and implementation of activities aimed at maximizing donor lifetime value (LTV) and minimizing attrition, with a strong focus on digitalization and innovation in donor experience.
• Leveraging the newly implemented technology, including Salesforce and Marketing Cloud, the incumbent will oversee the development and execution of an omnichannel Donor Experience that ensures a donor centric, consistent, and engaging strategy across all communication channels. This involves compiling and analyzing relevant data from individual donors performance to inform strategic planning and optimize donor experience efforts.
• Lead and guide the Donor Experience team in developing core and technical competencies, providing training, and building staff skills and capacities.
• Facilitate and support cross-sectional collaboration between fundraising, communications, and programmes, ensuring synergy in advocacy, messaging, and communications with the public.
  

Key Functions:

• Strategic Planning and Executive
• Technology Management and Omnichannel Strategy
• Collaboration with Suppliers and Agencies
• Innovation, Digitalization and Continuous Improvement
• Team Leadership and Development
• Compliance and Governance
• Reporting and Monitoring

Requirements

• Bachelor Degree/Master Degree in Business, Marketing or equivalent
• Minimum 4-5 years of professional experience in managing customers/donors, loyalty/retention programme with proven track record in driving income growth
• Min 2-3 years in leading and managing a team and projects.
• Equivalent direct marketing experience in a commercial context will be considered.
• Good communication skills in English, Bahasa Malaysia.
• Proficiency in both digital analytics and cross-channel CRM systems (i.e., Google Analytics, Salesforces Marketing Cloud)
• Experience using tools and dashboards for analysis, testing, optimization and decision-making (e.g. GA4, Looker, PowerBI, Tableau, CRO tools)

Interested and qualified candidates may apply online or send us your updated resume at:

Consultant In-Charge:

Adelene | adelene(at)talentrecruit.com.my