Digital Donor Retention Specialist

ABOUT MSF

Doctors without Borders (MSF) Southern Africa is a global 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.  

The MSF SA Fundraising Team's mission is: To inspire and engage the South African community to take action to save lives around the world through financial support towards MSF projects. MSF SA’s fundraising department is responsible for raising private funding, predominantly from individuals, to support our humanitarian mission and our activities, including the Southern African region.

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 optimise 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 optimising online donor development campaigns and refining donor journeys to increase one-off and extra online donations. By capitalising 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 synchronised 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 optimise 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 Accountabilities.          

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 and test 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: Technical updates and customising the CRM to optimise donor engagement, leveraging database tools to ensure high-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.
• Donor Needs Anticipation: Anticipate donor needs and implement strategies for online engagement, retention, and growth.

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 Optimisation: Contribute to annual budget planning, defining cost indicators, tracking, and reconciling expenses for all online campaigns.
• Data Security & Compliance: Ensure compliance with data privacy and protection policies through regular security reviews.
• 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 communications bridging 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 create donor-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 synchronised 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, optimise 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.
• Organisational skills, attention to detail, and high standards of care.
• 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.
• Teamwork, supervision, and collaboration skills.
• Knowledge of Pardot, Salesforce, and content management systems.
• Service orientation, strategic vision, and analytical thinking.
• Focus on results and quality.
• Demonstrated commitment to the aims and values of MSF.
• Adhere to the MSF principles and to our values: Respect, Transparency, Integrity, Accountability, Trust, and Empowerment. 
• Adhere to the MSF Behavioural Commitments.

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 Salary R37 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.

Apply here

Please note that only shortlisted candidates will be contacted.

NB: Information

The protection of your personal data is important to MSF SnA. By submitting your application, you consent to MSF using your personal data only for the recruitment process to have all the information and documents necessary to proceed with the recruitment, validation of your application and selection of the most suitable candidate. Your personal data will be treated confidentially. MSF SnA will not use your personal data in any other way not foreseen for purposes of recruitment.

MSF values diversity and is committed to create an inclusive working environment. We welcome applications from all qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, colour or ethnic and national origins, religion or belief, or sexual orientation, and all other diversity characteristics.

Lately MSF is a civil society initiative that brings together individuals committed to the assistance of other human beings in crisis. As such MSF is by choice an association. Each individual applying for MSF roles does it out of conviction and is ready to uphold the values and principles of MSF.

By applying, the applicant acknowledges that he/she has read, understood and accept this document.