*Preferred location: Seattle, WA. Other locations to be determined by home country of successful candidate in a jurisdication (US state or country) where WVI is registered to operate.
PURPOSE OF POSITION:
This position is responsible for leading and managing Partnership-wide implementation of the Future Sponsor Experience, working with the top 7-8 Support Offices participating in the Improve Sponsor Loyalty Innovation Fund project to create necessary processes and platforms to enable the office to achieve Roadmap outcomes, designing and leading ongoing testing process to vet Sponsor Experience improvements for effectiveness, and collaborating with the Experience Standards Leader, Child Sponsorship Marketing to ensure that proven improvements are embedded in the Standardised Sponsor Experience. This position is accountable for achieving these key outcomes during FY19:
Sponsor Experience Improvement Roadmap implementation milestones achieved as planned.
Testing and continual improvement loops increase sponsor retention in FY19.
Sponsor Experience Improvement Roadmap is aligned to agreed Strategic Sponsorship workstreams, roadmaps and processes, ensuring the improvements are feasible from all perspectives, including the field operations and marketing technology.
Updated version of the Sponsor Experience Improvement Roadmap prepared and launched by the end of the fiscal year enabling reaching the Future State Sponsor Experience in 2021.
Facilitate, with the "Strategic Workstream to Increase Sponsor Loyalty" Working Group and selected Customer Experience vendor, a process to reach a shared definition of future state Sponsor Experience, key touchpoints, ecosystem, and produce a Sponsor Experience Improvement Roadmap to achieve that agreed future state.
Ensure alignment with Strengthened Marketing offer implementation.
Ensure alignment with WV brand and non-sponsorship donor experiences.
Ensure alignment with other roadmaps, (e.g. MarTech Roadmap, Business Systems & Capabilities Roadmap (including Horizon SOI API), Sponsor Engagement Improvement Roadmap).
Lead change management process for moving the 7-8 participating Support Offices (SOs) to the new roles, responsibilities, practices, processes, tools and systems being tested for the Future Sponsor Experience:
Lead and collaborate with participating teams to put the new Sponsor Experience Improvement Roadmap into action.
Facilitate/coordinate learning calls with participating SOs.
Support and influence the participating SOs to align their local plans with the agreed Sponsor Experience Improvement Roadmap.
Support each participating SO to build an individual gap analysis and action plan that reflects the Roadmap.
Provide any required training to enable offices to complete the gap analysis and fully implement Roadmap.
Build online section into Fundraising Centre to ensure visibility and help offices adopt and scale the Sponsor Experience Improvement Roadmap processes.
Lead and manage the implementation of the Sponsor Experience Improvement Roadmap with the 7-8 SOs participating in the Improve Sponsor Loyalty Innovation Fund project:
Collaborate with participating SO teams to put the Sponsor Experience Improvement Roadmap into action.
Support and influence the participating SOs to align their local plans with the mutually agreed Sponsor Experience Improvement Roadmap.
Ensure each participating SO has an individual gap analysis and action plan completed and in use.
Develop/Facilitate development of Sponsor Experience Improvement Roadmap Testing Plan:
Work with participating SOs to understand their current Sponsor Experience improvements, testing practices, and plans for future testing.
Develop Testing Plan that includes relevant SO testing plans and results and that aligns with Roadmap and with Marketing Offer.
Test and align Plan.
Obtain approval of Testing Plan.
Disseminate and support implementation of Plan.
Lead and manage ongoing testing and refinement of the Roadmap:
Lead and manage the implementation of the Testing Plan.
Build a system or process to make all test results available in one place, accessible to all stakeholders.
Help build testing and analytical capabilities within local offices.
Collaborate with local offices to ensure testing is reliable, timely and relevant, and reported back to the Improve Sponsor Loyalty project.
Build transparency and visibility into ongoing testing and results to ensure data is accessible to all stakeholders.
Create processes and tools to incorporate learning from testing into ongoing implementation of the Roadmap, future iterations of the Roadmap, and defined future state.
Provide any needed learning calls/workshops/meetings with participating SOs.
Work with the Experience Standards Leader, Child Sponsorship Marketing to incorporate evidence-based, agreed practices into the Minimum Sponsor Experience Standards updates.
KNOWLEDGE, SKILLS & ABILITIES:
Master’s degree/Graduate or postgraduate Diploma; Marketing. (Highly relevant experience may substitute for higher level education and will be evaluated case by case.)
Deep knowledge of customer experience thinking.
Work Process Assessment - with demonstrated experience adapting and mainstreaming plans and processes based on testing and analysis.
Excellent analytical and strategy 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.
Collaboration and problem solving involving multiple disciplines.
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.
7-10 years of work experience in increasingly responsible marketing roles - can be external to World Vision.
Experience and professional focus on facilitating digital customer experience goals.
Experience building effective, collaborative relationships across cultures and in in a virtual, global environment.
Demonstrated experience influencing senior leaders across teams and locations.
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 facilitating large scale group processes focused on complex changes.
Experience in working across cultures and within complex organisational structures.
Excellent written and verbal communication in English. (Fluent)
Preferred Skills, Knowledge and Experience:
Change Management – Particularly in a distributed, global environment.
Facilitation with very high emotional intelligence and ability to communicate and negotiate.
5+ years’ experience managing people, preferably in a World Vision context.
5+ years’ experience leading change management projects across multiple international offices, preferably in a World Vision context.
5+ years’ experience facilitating change project in a virtual, global team environment.
The position requires ability and willingness to travel domestically and internationally up to 20% of the time.