Position title: Member Supporter Executive (Part Time)
Reports to: Membership Team Leader
Location: Singapore
Start Date: Immediate

About WWF-Singapore
World Wide Fund for Nature (WWF) is one of the world’s largest and most respected independent conservation organisations. WWF’s mission is to stop the degradation of the earth’s natural environment and to build a future in which humans live in harmony with nature. As one of WWF’s international hubs, WWF-Singapore supports a global network spanning over 100 countries. WWF Singapore works closely with local stakeholders towards a greener and more sustainable Singapore and the region around us. We work to address key conservation areas, such as climate change, sustainable finance, deforestation, illegal wildlife trade, marine conservation, and sustainable production and consumption, through collaboration, education and outreach efforts involving the community, businesses, and governments. For more information, please visit wwf.sg.
Overview of Partnerships Team / Unit:
Our mission in the Membership Team is to ensure meaningful and lasting connections with our members and be engaged with them. We are committed to providing exceptional service and fostering a strong relationship between our donors and the impactful work they support.
Our focus is closely following effective strategies to enhance the connection with our members, recognizing and appreciating the importance of every contribution and every member. This role is crucial in providing an engaging experience throughout each donor’s journey, offering them first-call resolution, ensuring all queries are assisted, updating them with our emergency campaign, and providing ongoing support and appreciation at all times.

Major Duties and Responsibilities:

• Member Care (70%):
  • Establish and maintain positive relationships with members, demonstrating gratitude and appreciation for their contributions and ongoing support
  • Assist members with donation-related matters, including processing payments, updating donor information, issuing receipts, and addressing any billing or transactional issues
  • Updating of data and outcomes accurately
  • Ensure that all data is handled with sensitivity and per Data Protection legislation and good practices
  • Provide excellent supporter service and ensure donor satisfaction by responding to inquiries, concerns, and feedback through phone, email, Whats App and other social media channels

• Stewardship and event management (30%)
  • Develop engaging thought-provoking content and stewardship opportunities that encourage loyalty, repeating giving, and give the donor unique access to the cause, people, projects, and places that are funding
  • Be involved in briefing multi-media teams to gather relevant and engaging content for our donor audiences from the field
  • Ensure content being requested from the field is relevant and engaging and promotes loyalty and fundraising objectives.
  • Explore new ways to reach donors with stewardship offers – Webinars, Facebook Lives, etc.
  • Create opportunities to connect donors with our teams in the field and hear directly from them
  • Keep abreast of sector trends, learning, and insights, in particular, new and engaging ways to enhance the experience WWF can provide to its donors

Profile:
Requirements:

• Minimum ‘O’ Level; fresh graduates are welcome to apply
• Excellent spoken and written English
• Fluency in Mandarin is desirable but not required
• Experience in sales, telesales, or customer service will be an added advantage
• Good conversation skills and ability to connect with and influence people at all levels
• Experience using call center software, such as Contact Space, will be an advantage
• Self-motivated with a high focus on performance and a desire to exceed targets
• Passionate about conservation will be an added advantage
• Continuous learner who is open to feedback and coaching
• Strong team player
• Passionate about environmental issues
• Adhere to WWF’s brand values: Knowledgeable, Optimistic, Determined, and Engaging.
• Able to take initiative and be self-motivated and efficient

This job description covers the main tasks and conveys the spirit of the sort of tasks that are anticipated proactively from staff. Other tasks may be assigned as necessary according to organizational needs.
Interested candidates should email a CV and a cover letter to the HR Department (Email: hr@wwf.sg). Please indicate the position ‘Member Supporter Executive (Part Time)’ being applied for in the subject line.