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Experience Standards Leader, Child Sponsorship Marketing

11198-16G26167
Seattle
13-Sep-18

*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 scaling the new Standardised Sponsor Experience (including selected best practices) globally across all Support Offices and National Resource Development offices. This includes working with relevant global and local stakeholder and leadership groups to finalise, publicise, and implement the Standardised Sponsor Experience, plan and manage the change processes required for successful implementation together with local offices, develop monitoring tools and processes and monitor scaling and implementation success, identify gaps and challenges, and update the standards annually based on lessons from best practices identified among local fundraising offices. This position is accountable for achieving these key outcomes during FY19:

  • Minimum Sponsor Experience Standards finalised and approved.

  • Minimum Sponsor Experience Standards implemented for 90% of sponsorships globally.

  • Scaling Minimum Sponsor Experience Standards increases sponsor retention in FY19

  • Updated version of the Minimum Sponsor Experience Standards prepared and launched by the end of the fiscal year.

KEY RESPONSIBILITIES:

Standardised Sponsor Experience:

  • Collaborate with the "Revitalise Child Sponsorship" Goal (Improve Sponsor Loyalty Innovation Fund working group) to finalise the Standards and secure needed feedback and approvals from Support Offices, National Resource Development offices and from relevant global leaders.

Engage with relevant stakeholders and key informants to ensure that Standardised Sponsor Experience adequately consider and appropriately meet:

  • sponsors’ needs,

  • field and fundraising office realities,

  • Child Sponsorship Standards,

  • Sponsor Engagement Features, and

  • future-state Sponsor Experience vision.

Facilitate/coordinate calls, meetings, work plans, and work activities to ensure a final document is available for circulation by 1 October 2018.

Develop and implement a communications plan to ensure effective communication of regular implementation progress reports and ongoing adaptation of the Standardised Sponsor Experience to all stakeholders affected by the Sponsor Experience work:

  • Build any necessary processes for ensuring highly structured sharing of learning, implementation progress, and learning from testing.

  • Implement and monitor Communications Plan, making necessary adjustments to ensure highest success in communication.

Lead and manage the implementation of the Standardised Sponsor Experience, including developing needed systems and tools to scale adaptation quickly:

  • Coordinate with Senior Advisor, Child Sponsorship Marketing, Child Sponsorship Marketing & Engagement to circulate the Minimum Sponsor Experience Standards with the Child Sponsorship Standards Refresh 2018.

  • Facilitate/coordinate learning calls/workshops/meetings with all fundraising offices [Support Offices (SOs), National Resource Development office (NRDs)].

  • Work with all fundraising office Sponsor Retention / Experience / Product leaders perform gap analysis and create a plan to close the gaps and achieve full implementation of the Minimum Sponsor Experience Standards.

  • Develop/coordinate development of English, Korean, Chinese and Spanish versions of a Minimum Sponsor Experience Standards transition playbook, to help SOs & NRDs adopt the standards.

  • Build online section into Fundraising Centre to help offices adopt the best practices and standards and go to scale quickly.

  • Build training module into Fundraising Academy to help offices adopt the best practices and standards and go to scale quickly.

  • Organise learning calls to help in implementation.

  • Facilitate/development of individual gap analyses and action plans for each office to move from their current situation to full implementation of the Minimum Sponsor Experience Standards.

  • Build a tracker and conduct a regular online survey to track scaling of the standards and best practices within each office and globally.

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

Coordinate assessment, updating and continual improvement of the Standardised Sponsor Experience and their full Partnership-wide implementation:

  • Work with offices to identify further child sponsorship marketing best practices and successes that are proven with sound evidence to increase sponsor retention.

  • Work with offices to adopt those practices into the standards.

  • Update the standards annually and as needed, with a new version launched at the end of the fiscal year.

KNOWLEDGE, SKILLS & ABILITIES:

  • Diploma / Bachelor’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

  • 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 relationship roles.

  • Minimum of 3 years of work experience within WV, preferably in a Support Office Child Sponsorship marketing or customer relationship role.

  • 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.

  • No criminal record or other child protection violations.

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

Preferred Skills, Knowledge and Experience:

  • Extensive knowledge and experience of World Vision’s Child Sponsorship product and processes.

  • 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.

  • 2+ years’ experience managing people, preferably in a World Vision context.

  • 2+ years’ experience leading change management projects across multiple international offices, preferably in a World Vision context.

  • 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.