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인재채용

Full time Member care admin Officer (육아휴직 대체)
2022-07-07(목) 00:00 ~ 2022-08-31(수) 00:00

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전 세계 100여 개 국가에서 활동하고 있는 세계최대규모 자연보전기관 WWF(세계자연기금) 한국본부에서 자연과 인류가 조화롭게 공존하는 지속 가능한 미래를 만들기 위한 후원금 모금 사업을 지원하는 Fundraising teamMember care admin Officer 를 채용합니다. 


본 포지션은 Fundraising 부서에 소속되어 후원자 관리/지원을 위한 전반적인 실무 업무와 새로운 프로그램의 기획/실행을 담당하는 업무를 하게 됩니다.

 

Department Goals

 - Engage and recruit a large pool of committed individual supporters to ensure the continued growth of the Korea office; development of a strong Korean conservation program and support of our international conservation programs. 

-  Develop a suite of cost-efficient and stable fundraising channels with growing income streams from members will who continue to give in the long term

-  Build and strengthen relationships with regular and one-off members so they are engaged, participate in our programs and are poised to become our biggest and most loyal champions

 

Major Functions/Objectives of the Position

Retain members and manage income from individual members. This position is responsible for improving member’s lifetime value for WWF-Korea’s conservation program with sustainable financial support. Under the guidance of member retention strategies, this position manages the day-to-day of the member care program


Main Tasks & Responsibilities

1.      Manages general member care program

A.     Develops the general rules of member care service and implement them as regular tasks

B.     Improves the processes of member care service

C.     Manages members’ requests under the guideline of the rules of service.

D.     Provides advice and coach the rules of member service to the fundraising staffs for their new campaigns or channel management.

2.      Manages the Member service quality improvement

A.     Manages members’ any kind of requests and VOC (Voice of Customers) including all in-bound and out-bound services for Member care which requests are come via event, phone call, e-mail, post mails, texts and etc.

B.     Manages CS center by providing regular training to the callers to being act as brand ambassadors at the frontline between WWF-Korea and members

C.     Manages the performance and trends of inbound and outbound tasks.

D.     Manages the shipping process for member communications

E.     Manages the processing the donation receipts that is required to respond

3.      Enhances lifetime value of members through regular service program

A.     Improves payment (fulfilment) rate by operating the call projects including members who are in burnt, rejected, unavailable(미청구약정) status

B.     Improves defencing cancellation rate with the right manners and strategies

C.     Supports improving LTV by operating Outbound TM tasks including upgrade, reactivation, conversion and etc.

4.      Supports member engagement programs or events to develop strong relationship between members and WWF-Korea.

A.     standardize operation processes

B.     improve payment success rate

C.     improve quality of communication between WWF-Korea and members

D.     Improve operation efficiency

E.     support events for members (On/offline)

5.      Supports his/her supervisor for developing and implementing strategies for member relationship development program.

A.     provide analytical insights by reporting performances of CS operations

B.     support member survey program for measuring member loyalty, satisfaction and service quality

 

Qualifications & Experience

Required

1.     Knowledge

A.     2 or more years of Solid experience in one or more areas in retention program: member care, member communication and member marketing

B.     Bachelor’s degree in related field, or comparable experience.

2.     Skill

A.     Experiences to use CRM software and MS Office

B.     Strong in data analysis, communication skill

C.     Developing strategies and idea visualizing skill

D.     Vendor management and communication (call center)

3.     Attitude

Identifies and aligns with the core values of the WWF organization: Courage, Integrity, Respect & Collaboration

Desirable

1.     Knowledge: Preferred +5 years’ experiences in NGO/NPO fundraising.

2.     Skill: Strong in Korean and English communication

3.     Attitude

A.     Ability to work in a team and foster team spirit.

B.     Strong commitment to environment and nature conservation

 

Working Relationships

Internal: Work with member engagement team as a team member, collaborate closely with other teams. Collaborate with colleagues in the network.

External: Manages partnered vendors, Communicates directly with members

Type of contract

1 year Fixed term (following 3 months probationary period)

 

How to apply?

If you would like to learn more and soon join our team, please send us your application by email to recruitment@wwfkorea.or.kr including following documents in one MS Word file; Please use the subject line to indicate which position you are applying for.

1.      A letter of motivation in English,

2.      A resume in Korean,

3.      At least 2 contacts for the reference check

 

After the document screening, it will be processed as follows;

1.      1st interview

2.      Reference check & Online Aptitude test

3.      2nd interview with the Directors

 

Only short-listed candidates will be contacted. Many thanks for your interest in WWF-Korea and this opportunity.


Please do not put your resident registration number in any application documents specified above. In case any certificate includes your resident registration number, please make sure to conceal the number not to be exposed resident registration number.