Advisor, Sponsorship, Innovation & Collaboration

14895-16G26167
Helsinki
11-Nov-19
International Role - No - Only National applicants will be considered.
1-2 Years

*Preferred Locations: Finland or United Kingdom; position location to be determined by home country of successful candidate within a jurisdiction (country or US State) where WVI is registered to operate.

PURPOSE OF POSITION:

This is a unique opportunity to lead the group of the largest World Vision fundraising offices across the world and to draw insights from child sponsors globally in order to rethink the sponsor experience at the point when the relationship with that one special sponsored child ends. This position is responsible for renewing and improving these child replacement experiences and minimizing sponsor cancellations globally across all World Vision’s fundraising markets both when the development programmes end and we celebrate the impact on children’s lives and say farewells to all sponsored children and when the sponsored children leave the programme for one reason or another and we invite the sponsor to continue as a sponsor for another child.

The Replacement Experience Leader will be leading the development and implementation of the new and improved sponsor experiences together with the largest 8 fundraising offices, impacting the experience of hundreds of thousands of sponsors and working with other relevant global and local stakeholder and leadership groups to develop, pilot and launch the renewals and improvements into child replacement experiences and enablers. Together with global and local partners, this person will plan and manage the change processes and resources required for successful implementation and scaling of the new experiences both at the fundraising and at field offices, develop monitoring tools and processes to track scaling and results, identify and solve gaps and challenges, and update and develop a roadmap of further, ongoing improvements to the child replacement experiences, based on the results and lessons learnt. This position is accountable for achieving these key outcomes during FY20:

  • FY20 Programme Completion experience is renewed to better meet sponsors’ needs.

  • FY20 Programme Completion field features are improved and processes harmonized.

  • Roadmap of further improvements is created and approved for FY21-23 Programme Completions.

  • Evidence of impact narrative at Programme Completions is enhanced.

  • Programme Completion cancel rate globally is under 16% (6-mth) in FY20 (data in Apr 2021).

  • Child Record Drop experience is improved to better meet sponsors’ needs.

  • Registered Children who are 18 and older are dropped according to Child Sponsorship Standards.

  • Child Record Drop cancel rate globally is under 13% (6-mth) in FY20 (data in Apr 2021).

KEY RESPONSIBILITIES:

Renew Programme Completion Experiences:

  • Collaborate with 4.1.3-4 Improve Sponsor Loyalty Innovation Fund working group and relevant global stakeholders, leverage existing and lead possible new sponsor insights and research, and secure needed feedback and approvals from relevant local and global leaders to develop improved Programme Completion experiences that better meet sponsors’ needs.

  • Engage with relevant stakeholders and key informants to ensure that the improved Programme Completion experiences adequately consider and appropriately meet:

  • Sponsors’ needs,

  • Minimum Sponsor Experience and Child Sponsorship Standards,

  • Sponsor Engagement Features,

  • Field and Fundraising Office realities,

  • Future State Ideal Sponsor Experience

  • Collaborate with global and regional stakeholders to develop, pilot, launch, implement and scale improvements to field-facing processes and Sponsor Engagement Features at Programme Completions.

  • Collaborate with all Fundraising Offices and the Experience Standards Leader, Child Sponsorship Marketing to test, launch, implement and scale the developed improvements to Programme Completion experiences.

  • Facilitate/coordinate calls, meetings, work plans, and work activities to ensure improved Programme Completion experiences are implemented in FY20 Programme Completions and a roadmap of further improvements is created and approved by 4.1.3/4 Working Group and RDLC for FY21-23 Programme Completions.

Improve Child Record Drop Experiences:

  • Collaborate with 4.1.3-4 Improve Sponsor Loyalty Innovation Fund working group and relevant global stakeholders, leverage existing sponsor insights and research, and secure needed feedback and approvals from relevant local and global leaders to improve Child Record Drop experiences that better meet sponsors’ needs.

  • Engage with relevant stakeholders and key informants to ensure that the improved Child Record Drop experiences adequately consider and appropriately meet:

  • Sponsors’ needs,

  • Minimum Sponsor Experience and Child Sponsorship Standards,

  • Sponsor Engagement Features,

  • Field and Fundraising Office realities,

  • Future State Ideal Sponsor Experience

  • Collaborate with all Fundraising Offices and the Experience Standards Leader, Child Sponsorship Marketing to launch, implement and scale the improvements to Child Record Drop experiences.

  • Facilitate/coordinate calls, meetings, work plans, and work activities to ensure improved Child Record Drop experiences are implemented in FY20.

Lead and Manage the Implementation of the Improved Child Replacement Experiences:

  • Develop and implement a communications plan and roll out training resources to ensure effective implementation and scaling of the improved Programme Completion and Child Record Drop experiences to all stakeholders affected by Child Replacements.

  • Leverage the existing communications tools and platforms, including Fundraising Newsletter and 4.1 Email Updates, Peer Sharing & Scaling calls, Fundraising Centre and Fundraising Academy, and initiate additional calls, meetings/workshops and resources to help offices adopt the improved Child Replacement experiences and go to scale quickly.

  • Work with all fundraising office Sponsor Retention / Experience / Product leaders to manage change, helping them understand the requirements and implement the improved Child Replacement experiences locally.

KNOWLEDGE, SKILLS & ABILITIES:

Required:

  • Master’s degree, Marketing. (Highly relevant professional experience may substitute in part for education; this will be evaluated on a case by case basis).

  • Highly proficient in information and communication technology online and offline.

  • Strong capabilities to partner, collaborate and impact in a virtual and global working environment.

  • Change Management – influence and leadership skills.

  • Agile Project Management – the ability to effectively manage large, complex projects is critical to success in this role, as is the ability to effectively incorporate continual improvement through ongoing testing and multiple feedback loops.

  • Excellent written and verbal communication in English. This role requires not only technical proficiency in English, but the sensitivity to identify potential concerns or confusion in communication, as well as a strong ability to negotiate win-win solutions to problems.

  • Minimum of 7-10 years of work experience in progressively more responsible marketing or customer experience or customer relationship roles.

  • Proven ability to develop and maintain effective working relationships with others, including senior directors, directors, senior managers, general frontline marketers and third-party service providers.

  • Proven ability to lead by influence to deliver strong performance from a delivery team (including staff and vendors).

  • Highly self-motivated and driven to succeed in a fast-paced working environment.

  • Experience working effectively with virtual teams.

  • Demonstrated success leading people and large projects in a virtual, global environment.

  • Demonstrated success achieving results through effective management and communication of change in a virtual, global environment.

  • Demonstrated success building effective relationships in a virtual, global environment.

  • Extensive experience building effective, collaborative relationships across cultures.

  • Customer experience certification would be preferred.

  • Excellent written and verbal communication in English (Fluent).

Preferred:

  • Testing/Assessment of activities and adaptation of plans and processes based on test outcomes.

  • Collaboration and fast, effective problem solving involving multiple disciplines.

  • Strong relational and social skills - this role requires ability and willingness to build and sustain strong and trusted relationships globally, across countries and cultures, that are mainly built and maintained using virtual tools like calls, emails and online platforms.

  • Highly proficient user of common technologies and computer programmes.

  • 5+ years’ experience managing people.

  • 3+ years’ experience leading change management projects across multiple international offices.

  • 3+ years’ experience facilitating work in a virtual, global team environment.

Work Environment:

  • The position requires ability and willingness to travel domestically and internationally up to 20% of the time.