Director, Sponsor Experience

20612-18G26157
12-Dec-21
International Role - No - Only National applicants will be considered.
2+ Years

*Position location to be determined by home country of successful candidate in a jurisdiction (US state or country) where WVI is registered to operate.

*Please submit your CV in English.

PURPOSE OF POSITION:

The Sponsor Experience Director heads up the strategic direction of the customer experience to the existing 2.6+ million World Vision sponsors globally and is responsible for growing sponsor retention through providing an experience that inspires, empowers and delights our sponsors in order to return sponsorship fundraising income to growth (currently at $1bn annually).

This role will provide global leadership to sponsor experience and related enablers across World Vision Partnership, bringing together stakeholders from 30 local fundraising offices and global teams across a range of areas to digitally transform, annually update and globally scale the experience that is proven to drive sponsor retention and loyalty.

The ideal candidate is someone with a strong customer experience and relationship marketing background, sound proof of successful retention of existing customers at scale and a deep knowledge base of how World Vision sponsorship program works end-to-end, both from the field office and fundraising office perspective.

KEY RESPONSIBILITIES:

Provide global leadership and governance to sponsor retention:

  • Lead a global team of customer experience and retention professionals and consultants who will directly report to this role.

  • Lead sponsor retention across World Vision Partnership and provide global governance and coordination, bringing together all sponsor experience and retention focused local and global stakeholders to drive sponsor retention growth.

  • Build trusted relationships and lead collaboration and alignment with the experience and retention leads in the largest 8 fundraising offices to support delivery of their local sponsor retention commitments.

  • Provide leadership support and influence into technical and field related global decisions to ensure alignment with and enablement of sponsor experience/retention objectives.

Lead global sponsor insights and profiling:

  • Lead global sponsor insights, understanding and profiling to shape the global sponsor experience and feature design and delivery.

  • Lead the development and evolution of the sponsor journey moves management strategy across the sponsor loyalty loop stages.

  • Lead identification, understanding and profiling of the high-risk sponsor groups across offices.

Lead global scaling of the digital transformation, the ‘sponsor experience leapfrog’ across all fundraising offices:

  • In close collaboration with local and global stakeholders, lead the design of the globally aligned digital-first sponsor experience, related journeys and touchpoints.

  • Actively lead the digital transformation of the sponsor experience globally, the transition from paper-first to digital-first experience and the full digitization, automation and simplification of the experience delivery.

  • Provide leadership and direction to the global Mobile App and WV United 4 sponsor portal roadmaps and sprint planning to ensure full alignment with sponsor experience ‘leapfrog’.

  • Provide leadership support to identify, design, develop and scale the new global capabilities that enable the digital-first sponsor experience.

  • Partner effectively across global teams to ensure continuous improvements to all field features and content reflect sponsor experience ‘leapfrog’ requirements.

Lead scaling and evolution of the minimum sponsor experience standards and related retention driving best practices across all fundraising offices:

  • Lead identification, sharing, documentation and scaling of fundraising office best practices that have proven to drive sponsor retention.

  • Lead the annual updates, evolution and global scaling of the minimum sponsor experience standards, based on proven best practices, data-led insights and field-facing child sponsorship standards, and manage exceptions effectively across all fundraising offices.

  • Provide leadership support in the definition and evolution of the enabling field-facing child sponsorship standards and manage global exceptions with fundraising offices.

  • Lead development of tools, resources, internal communications and guidance as required to scale the best practice and experience standards.

  • Ensure the globally scaled sponsor experience accurately represents the global brand, sponsorship marketing offer/invitations, the field features and fieldwork realities and the child safety guidance, and uses evidence-based impact claims and relevant global content.

  • Ensure our sponsor experience field features are regularly audited for value contribution to sponsor satisfaction and retention rates, ensuring the field is only creating what is necessary to maintain sponsor retention rates.

Lead testing and scaling of tailored treatments to high-risk sponsor profiles:

  • Lead testing and scaling of various data-led treatments to identified, highrisk sponsor profiles at times when most likely to cancel, incl. onboarding and programme completions.

  • Lead development of global resources, tools, guidance and assets required to scale successes across all fundraising offices.

KNOWLEDGE, SKILLS & ABILITIES:

  • 10-15 years in customer experience, marketing, fundraising or related role, including 5 years at a senior management level with demonstrable success in achieving growth.

  • Minimum of 5 yrs of work experience leading a sponsorship marketing, product, experience or retention related function within one of the largest World Vision fundraising offices, or experience leading a marketing/experience function focused on customer retention within a global, federated organization.

  • Proven success in leading customer experience or retention campaigns or activities in digital channels.

  • Proven ability to develop and maintain trusted, effective working relationships with fellow experience or retention leads within an international organisation.

  • Proven ability to lead by influence and collaborate effectively to deliver strong performance and committed results across all stakeholders.

  • Proven ability to lead consultants, agencies and external vendors to meet an overarching common goal.

  • Proven ability to influence and manage expectations of business customers and senior leaders/management by proactive planning and frequent, intentional communication.

  • Master’s degree or equivalent in Customer Experience, Marketing, Strategic Marketing, Product Marketing, Relationship Marketing, Fundraising or closely related field.

  • No criminal records or other registered child protection violations.

  • Fluent and effective in written and verbal communication in English.

Preferred:

  • Exceptional ability to lead change through virtually managed relationship and influence, across diversity of cultures/people and across multiple geographic locations.

  • A clear strategic marketing thinker with attention to detail as required and with ability to synthesize complex concepts into actionable plans and lead them to completion.

  • Must be highly self-motivated and driven to succeed in a multi-faceted, fast-paced, virtual working environment.

  • Knowledge of digital marketing, user experience design and/or mobile app experience/product management.

  • Excellent communications skills, interpersonal skills and virtual influencing skills.

  • Understanding of World Vision’s Child Sponsorship model, both from a Support Office and National Office perspective.

  • Understanding of international development and empathy for people dealing with poverty or oppression.

Work Environment/Travel:

  • The position requires ability and willingness to travel up to 25%.