TH-Supporter Relationship Senior Coordinator

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    "datePosted": "2026-05-26",
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    "description": "<p><span style=\"font-weight: bold\">About Greenpeace:</span></p>\n<p>Founded in 1971, Greenpeace gives voice to a fragile Earth by promoting solutions, advocating change, and inspiring action. The organisation has employed non-violent methods to campaign for environmental justice since its inception. Today, Greenpeace operates in over 40 countries, with headquarters in Amsterdam.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">Greenpeace in Southeast Asia</span></p>\n<p>Greenpeace Southeast Asia (GPSEA) offers dynamic and meaningful opportunities for professional growth. It is driven by a diverse and committed team who uphold the highest professional standards of the world’s leading environmental campaigning organization. By working alongside passionate and skilled colleagues, you will help to tackle some of the planet’s most urgent environmental challenges,</p>\n<p> </p>\n<p>Operating from our offices in Bangkok, Jakarta, Kuala Lumpur, and Manila, we lead globally significant campaigns shaped by regional and national contexts, offering challenging opportunities to address pressing ecological issues. We are financially supported by tens of thousands of people across the region. To remain independent we have a policy of not accepting funding from companies and governments and therefore only accept donations from individuals and private foundations.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Equal Opportunity Employer</span></p>\n<p>Greenpeace Southeast Asia is an equal opportunity employer with a longstanding commitment to providing a work environment that respects the dignity and worth of each individual. We recognize and value the benefits and strengths that diversity brings to our employees and the whole organization and we thrive in an environment that encourages respect and trust. We do not discriminate in employment opportunities or practices on the basis of age, ancestry, citizenship, color, disability, ethnicity, family or marital status, gender, gender identity or expression, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. Selection will be in accordance with objective, job-related criteria and the appointment will be on the basis of the applicant’s merits and abilities.</p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">The <span style=\"font-weight: bold\">Supporter Relationship Senior Coordinator</span> plays a vital role in ensuring the delivery of high-quality supporter experience through the accurate and timely management of supporter administration, including monthly contributions and inquiry handling. This role is central to strengthening donor retention and satisfaction by upholding service excellence and aligning all interactions with Greenpeace’s core values.</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Leading both the Supporter Care and Telemarketing Teams, the senior coordinator is responsible for overseeing daily operations, ensuring efficiency in processes, and fostering a high-performing, well-supported team. This includes managing workloads, guiding staff development, and ensuring compliance with internal standards and timelines. Through effective leadership, the role ensures that both operational and fundraising activities are executed seamlessly.</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">The position integrates the strategic planning and execution of telemarketing programs with strong supporter care practices to drive income, supporter growth, and retention. By enhancing donor loyalty and maximizing lifetime value, the coordinator contributes directly to the sustainability of fundraising efforts. Close collaboration with the Database Team and Program leads to ensure data accuracy, effective campaign delivery, and continuous improvement of supporter journeys</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Within the broader context, this role supports the Fundraising Department’s goal of building and maintaining a reliable, efficient, and ethical funding base for Greenpeace Southeast Asia. It contributes to strengthening supporter loyalty, promoting campaign impact, ensuring transparency in reporting, and achieving sustainable growth in income. Ultimately, the role helps advance Greenpeace’s mission by inspiring meaningful engagement and long-term commitment from its supporters.</span></p>\n<p><br></p>\n<p><span>This is a fixed-term position based in<span style=\"font-weight: bold\">  Bangkok, Thailand and open to internal staff of Thailand only.</span></span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Duties and Responsibilities:</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Strategic Retention &amp; LTV Optimization</span></p>\n<ul>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Predictive Churn Management: Implement and monitor data-led retention projects, utilizing predictive tools to identify at-risk donors and execute proactive \"save\" and \"churn-prevention\" interventions.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">LTV Growth: Execute the donor retention plan with a focus on extending the donor lifecycle beyond the 28-month break-even point, ensuring a long-term connection that produces the highest possible financial return.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Data-Driven Segmentation: Collaborate with the Assistant Manager for Donor Retention to utilize data profiles and behavioral segmentation, ensuring the \"right message reaches the right donor via the right channel at the right time\"</span><br></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\"><span style=\"font-family: Arial, sans-serif; font-weight: bold\">Middle Donor Development &amp; Stewardship</span></span></p>\n<ul>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Pipeline Prospecting: Identify potential Middle Donors from the existing regular donor pool using historical giving data and engagement metrics.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">High-Touch Cultivation: Assist in the growth of the Thailand Middle Donor program through personalized stewardship, specialized impact reporting, and exclusive engagement activities designed to increase loyalty and investment.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Relationship Management: Act as the primary point of contact for the Middle Donor segment, managing individual donor journeys that move supporters from mass-market giving to high-value partnerships.</span><span style=\"font-size: 12pt; font-weight: bold\"><br></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Engagement &amp; Impact Storytelling</span></p>\n<ul>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Content Innovation: In collaboration with regional counterparts, create compelling, evidence-based communication materials (newsletters, annual reports, e-blasts) that demonstrate tangible campaign wins to reduce \"crisis fatigue\".</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Multichannel Journeys: Develop and test innovative donor journeys across digital and traditional channels, including automated touchpoints via WhatsApp or SMS to provide real-time impact updates.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Monitoring, Evaluation &amp; Budgeting</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Performance Analytics: Regularly monitor retention KPIs, including monthly attrition rates, upgrade conversion rates, and the ROI of reactivation campaigns.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Budget Accountability: Assist in managing the budget for supporter relationship programs, ensuring that retention spend is optimized for the highest impact on donor longevity.</span><br></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Supervision on Telemarketing Team</span></p>\n<ul>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Oversee tele-fundraising quality, including scripts, agent coaching, and execution of Lead Conversion, Upgrade, Reactivation, and donor save programs.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Prepare and report telemarketing performance and income results to national and regional stakeholders.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Lead the Supporter Care Team in delivering high-quality donor service to strengthen supporter satisfaction, retention, and long-term engagement</span><br></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Implement telemarketing and supporter care strategies to achieve annual budgets, KPIs, and organizational goals. </span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ensure timely and accurate entry of supporter data, maintaining high standards of data integrity</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Manage and reconcile financial contributions (e.g., automatic debit), ensuring accuracy and continuous process improvement</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Maintain and update documentation of supporter </span><span style=\"font-family: Arial, sans-serif\">care procedures and data workflows</span></span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Lead benchmarking, testing, and optimization of retention programs</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ensure all supporter interactions are handled with empathy, responsiveness, and a focus on building long-term trust and loyalty</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Collaborate with the Donor Retention Assistant Manager to assess and optimize in-house telemarketing performance (welcome calls, debit recovery, upgrades, and reactivations) in line with supporter journey goals</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Support the achievement of fundraising targets by leveraging data and performance insights to inform strategies and adjustments</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Work with the Regional Database Team to generate reports and insights for data-driven decision-making</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Coordinate with internal teams to secure approval for fundraising materials, including copy and telemarketing scripts</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Strengthen relationships with monthly donors through consistent, personalized communications that highlight the impact of their support</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Monitor and respond to supporter feedback with empathy, using insights to improve engagement and communication strategies</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Build and maintain relationships with external stakeholders to ensure access to quality data that supports donor conversion</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Manage and evaluate supplier relationships to ensure high-quality service delivery and value for money</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Oversee timely and accurate administration and reporting of results</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ensure compliance with Greenpeace policies and procedures</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Maintain program transparency by regularly reporting KPIs and updates in staff meetings</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Monitor and refine supporter care strategies to ensure KPIs are achieved</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Evaluate and document the effectiveness of supporter journey materials</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Maintain accurate, accessible, and supporter-friendly data management within the database</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Prepare clear and timely monthly and quarterly reports with actionable insights</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Track and evaluate performance of telemarketing programs (inbound and outbound) to meet fundraising targets</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Monitor retention program performance and provide regular updates and reports</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Oversee budgets for retention and supporter care programs, ensuring effective use of resources</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Track performance against annual targets and report variances (ODP</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Skills and Experience:</span></p>\n<ul></ul>\n<ul>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Bachelor’s degree in Communications, Customer Service, Public Relations, Nonprofit Management, or a related field.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">2–5 years of experience in supporter care, donor services, or customer relationship management</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">5–7 years of relevant experience, including team supervision and experience managing supporter engagement systems or CRM platforms</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Strong communication (written and verbal) skills</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Strong presentation and negotiation skills</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Experience in managing large budgets/meeting income targets.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Experience in working with people of different cultures.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Experience in budget forecasting and preparing annual budgets.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Competencies:</span></p>\n<p><span style=\"font-weight: bold\">Functional</span></p>\n<ul>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Knowledge and/or experience in managing in-house telemarketing teams (inbound and outbound) </span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Knowledge and/or experience in donor retention and telemarketing </span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Knowledge and/or experience in fundraising reporting and analysis </span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Knowledge and/or experience in database systems, reporting and management</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Communication &amp; coaching skills  </span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Service skill</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Reporting, budgeting, and analytical skills</span></li>\n</ul>\n<p><span style=\"font-weight: bold\">Organizational</span></p>\n<ul>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Professionalism</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Quality</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Teamwork and Communication</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Innovation and Change</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Trust and respect</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Valuing people</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Knowledge sharing </span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Goal oriented</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Planning &amp; Organizing</span><br></li>\n</ul>\n<p><span style=\"font-weight: bold\">Specific Work Environment</span></p>\n<ul>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Sensitive to the socio-economic cultural environment of Southeast Asia.</span></li>\n<li style=\"list-style-type: disc;\"><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">This position requires you to have a flexible approach and the ability to adapt and work in different and challenging work environments, which may include flexible arrangements working in challenging field and frontline work environments. In addition, you must be willing to travel internationally on some occasions and work in a multidisciplinary team environment across multiple time zones.</span><br></li>\n</ul>\n<p> </p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Deadline: 10 June 2026</span></p>",
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