Retention and Engagement Coordinator

USA

OxfamAmerica

October 10, 2022

Job Description

Company Description

Oxfam America employees are able to work remotely, but to be considered applicants must reside in one of the following states that are within a 200-mile radius of an OUS offices which are located in Boston and Washington DC: ME, NH, VT, MA, RI, CT, NY, NJ, PA, DE, WV, VA, MD, NC or DC. If you are planning on relocating to one of these states, please include that information in your application.

Oxfam is a global organization that fights inequality to end poverty and injustice. We offer lifesaving support in times of crisis and advocate for economic justice, gender equality, and climate action. We demand equal rights and equal treatment so that everyone can thrive, not just survive. 

Job Description

PURPOSE OF THE POSITION: Working collaboratively with Face to Face (F2F) Retention & Engagement Manager and National F2F Fundraising Manager, coordinate and implement efforts to achieve retention and fundraising goals through donor engagement efforts by phone. Facilitate early retention calling efforts and report trends to enhance overall retention results and identify strategies that will enhance donor experience and cultivation. This work to include welcome/appreciation calling and calling leads/donors with a financial ask to acquire new monthly donors or upgrade existing. Through monitoring F2F KPI’s, facilitate canvasser retention trainings to help improve overall retention results within the channel and coach/train new or existing staff internally/externally on their phone activity performance for quality control and to improve KPI’s.

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Ensure all call types within our strategy meet the KPI’s set and are performed within the assigned timeframe. Follow scripts and objection responses with view of retaining and acquiring donors for the long term.
  • Revise and develop new scripting for all types of calling and engagement work as needed.
  • Track all activities for daily and monthly reporting and implement new reports as required.
  • Coordinate feedback to stakeholders and/or partners on any information that will enhance performance and retention metrics.
  • Keep abreast of all attrition activity providing robust reporting as needed, through collating information from our internal team and partners.
  • Create and deliver workshops/trainings with parties agreed by manager to improve KPI’s.
  • Coach and quality control TM agents daily, including training any new agents as part of their orientation.
  • Stay current on Oxfam charity knowledge to enhance donor experience.
  • Keep abreast of retention and acquisition trends through telemarketing and share ideas, working collaboratively with the internal stakeholders to improve overall results, testing new initiatives as required.
  • Work with F2F Retention & Engagement Manager to ensure all retention touch points are delivered on time seeking ways to continually improve these efforts.
  • Collaborate with RD and B&E to launch calling campaigns to specified cohorts as required.
  • Working with our internal and external teams, troubleshoot platform and integration needs to ensure all data is streamlined and working within our CRM.

EXPECTATIONS FOR THE POSITION:

  • Will stay abreast of professional standards, trends and issues affecting this set of responsibilities, demonstrating continuous learning.
  • Will work effectively and collaboratively in support of building a team-based, problem-solving work culture, performing all duties appropriately for a multi-cultural environment, treating all persons with dignity and respect, and will be familiar with and committed to Oxfam America mission, goals, and values.
  • Will have a fundamental understanding of gender justice and diversity within key areas of responsibility and a commitment to promoting gender justice, racial equity and diversity in our workplace and programs.
  • Within key areas of responsibility, will have a commitment and be accountable for activities contributing towards a safe and an accountable workplace environment, projects, and relationships for staff, partners, and the communities we serve.
Qualifications
  • Bachelor’s degree or equivalent combination of work experience, education, and  training.
  • Minimum of two years’ experience in acquisition and donor cultivation through TM/calling.
  • Experience of calling donors and responding to objections/complaints.
  • Excellent organizational skills with the ability to plan and manage a variety of projects and activities to tight deadlines.
  • Excellent written and verbal communication skills, including the ability to carry out presentations and reports.
  • Strong interpersonal skills with confidence, determination, resilience, and good teamwork.
  • Willing and able to adapt priorities to respond to changing demands; able to deputize for higher-level staff.
  • Excellent numerical skills and ability to compile campaign results and keep abreast of trends.
  • Knowledge of face-to-face fundraising and telemarketing environment.
  • Advanced Microsoft Excel.

PREFERRED QUALIFICATIONS:

  • Experience with an issues-oriented organization.
Additional Information

Non Union / Non-Exempt / Grade D 
Salary Range for positions in this grade – $45,600 – $61,560

All your information will be kept confidential according to EEO guidelines.

Oxfam America is a Gender Just organization and an equal opportunity employer. We have a zero tolerance policy for any sexual harassment, exploitation, and/or abuse. We welcome all persons to apply and do not discriminate. We take measures to prevent discrimination against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity or gender expression.

We are an E-Verify employer.

For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish