Senior Advisor, Sponsor Engagement Improvement
*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:
The purpose of this position is to champion, advise on, lead global collaboration on, and drive the consistent ongoing improvement to World Vision’s global child sponsorship product experience feature set – meeting the expectations and needs of our target supporter groups, accurately representing the field reality and dignity of those we serve, enabling authentic sponsor-child connections and delivering compelling impact sponsor communications – all towards adding further year on year value to our market ministry. The aim – to continuously and incrementally improve the quality of the sponsor engagement experience year on year, never allowing stagnation or backsliding in quality.
The position is responsible for globally defining quality and leading the ‘opportunity for improvement analysis, design, testing, implementation and documenting learning and recommending end-to-end scale changes for the sponsor engagement feature improvement within the lines of business: (i) all sponsor-child personal connections/communications, whether directly from the child or from the sponsor; (ii) all sponsor progress/impact communications about the progress and impact on the sponsor child(ren) and general child well-being. (Both of these include all Sponsorship 2.0 features).
In short the position represents and holds the most senior and complete knowledge base for sponsor engagement feature design and improvement globally in the partnership, whether it be for sponsor-child connections or sponsor impact communications.
This position works in partnership with the Senior Advisor, Donor Promise Assurance, who is responsible for holding the tension/keeping the transparent use of funds link between our adapting marketing offer, sponsor engagement innovations and our field based programme reality and operational developments. In this way each position will advise and support the other and will share the responsibility for defining the more strategic organizational capability requirements of the future.
This Senior Advisor, Sponsor Engagement Improvement has the experience and skills required to maintain and manage relationships with internal customers (SO/NRD sponsorship marketing and/or operations staff, and RSCs) as well as business partners (including, but not limited to NO Coordination teams, Sponsorship Business Systems Capability Managers, Global Communications, Global Field Ops). The role requires the ability to plan and support collaboration of these internal customers and business partners to test and implement feature and process improvements around Child Sponsorship in a global, geographically distributed, consensus-based organisation operating in multilingual and multicultural environment, and to deliver increased value within the budget and according to the plans. The person in this position will be working under the broader partnership remit of the Sponsor Engagement Team assuring timely delivery and quality of all sponsor engagement features globally to all sponsors and children alike.
Reporting to the Director, Sponsor Engagement this position will hand off all final concept designs for global implementation to be led by the Director. The role also facilitates partnerships with partners, entities and stakeholders across World Vision globally, ensuring relevance to our integrated programming approach and enriched transformational experience for sponsors in new ways, enabling the public to engage and interact in the areas of poverty, justice and the future for the world’s most vulnerable children with friends, family and communities. The position requires very close working relationships and influence with the Child Sponsorship Strategy and Field Engagement Team, especially
roles with functional/technical expertise and field engagement/ coordination.
Strategy and Planning:
Lead the ongoing definition, scope and design of the sponsor engagement coherent story, which enables compelling, tangible progress and impact communications to sponsors globally.
Lead the refined definition, scope and design of a transformational and cost effective sponsor-child personal connection approach in line with target market needs, children’s needs and global operating realities.
Lead the definition, scope and design of quality for all sponsor engagement features and it’s effective monitoring towards enabling an ongoing conversation on the reality of quality and the opportunity for improvements year on year.
Recommends strategic choices towards attaining most effective quality improvement across sponsor engagement feature set in market year on year.
Collaborate with and contribute to bilateral / multi-lateral continuous improvement development and testing plans, including orchestrating cross-functional input, and ensuring alignment with the broader stabilizing of sponsorship.
Seek and develop opportunities, in partnership with the Production Services Manager, for streamlining of work/effort through crowdsourcing/outsourcing to reduce work cost and effort.
Leading continuous quality improvement of sponsor engagement features:
Foster an ongoing continuous sponsor engagement feature and associated business process improvement culture with stakeholders in Sponsor Engagement lines of business end to end, bringing both field and market facing stakeholders together to prioritize and agree on current quality realities, and best ideas for value quality improvements.
Develop a global multi-year roadmap of sponsor engagement feature improvement through multi-stakeholder collaboration, and work with the Director, Sponsor Engagement to ensure Go To Field/Market sign-off to effectively deliver end-to-end changes according to the roadmap timelines.
Partner with Global Field Ops and SOs/NRDs to ensure that all sponsor engagement feature design and future requirements appropriately match target market needs and children’s choices.
Facilitate ideation and development of improvement concepts with input / validation on ideas, proof of concepts and tests, working closely with SOs/NRDs to ensure target market personalization needs are met.
Lead initial and ongoing design conceptualization of global sponsor engagement improvements to envision and garner feedback from stakeholders.
Lead solution engineering to solve local or global sponsor engagement feature problems presented by either market or field users, to mitigate ongoing risks and deliver improved value.
Represent the most complete partnership knowledge base on best in class/industry sponsor engagement features – sponsor-child connections & sponsor impact communications.
Lead definition of all sponsor engagement feature improvement design guidance, and work with suitable partner agencies or internal production services to ensure design quality is achieved.
Define quality definition criteria and measures for the total quality management of all sponsor engagement features end-to-end, working with regional field engagement team, NO coordinators and Production Services to ensure accurate quality monitoring.
Partner with child sponsorship in programming leads and advisors to ensure that all sponsor engagement features represent and utilize best child participation and engagement techniques, benefitting children’s well-being, as well as their families and communities.
Demonstrate value adding and virtual team behavior and outcomes.
Input into any business case development in support of mainstreaming / scale-up of improvements through the Business Intelligence team.
Stakeholder Engagement and Communication:
Create and lead a global sponsor engagement feature quality management and improvement network/panel with selected SO/NRD, RSC and NO/ADP representatives.
Lead the showcasing of ideas and continuous improvements in progress and value-adding results to foster and motivate continuous improvement change adoption.
Lead the development and management of inspiring internal communications to support the development of a continuous improvement culture and demonstrate the market value of doing so.
Partner with Business Systems Capability Managers to define business system capability and business process requirements for sponsor engagement feature continuous improvement.
Represent and support Director, Sponsor Engagement where required in leadership team meetings and stakeholder engagements and communications.
Capacity Building and Support:
Partner in the development of sponsor engagement feature capacity building manuals, toolkits, learning aids and other learning resources in the testing, mainstreaming, and ongoing operational delivery of consistently improved sponsor
Provide input and recommendations into organizational capability developments to ensure field staff of the future have the right skill set to ensure high quality sponsor engagement features.
Learning and Networking:
Ensure close partnership and networking with the Transformed Field Environment program of work through the Senior Advisor, Donor Promise Assurance.
Lead up and sideways through proactive influencing and engagement of leaders on the importance of sponsor engagement strategic themes, such as coherent story, sponsor-child connections, and tangible impact.
Participate in internal and external networks including COPs as a contributor, learner, and as collaborator representing sponsor engagement.
KNOWLEDGE, SKILLS & ABILITIES:
Masters degree in marketing, business administration or related field (or bachelor’s degree with extensive equivalent experience).
Demonstrated success in leading process or product improvement (and preferably innovation), in a global organization with complex organisational structure/relationships.
Demonstrated expertise in building effective work relationships with both local and dispersed colleagues, and ability to manage and lead horizontally across the organization.
Ability to effectively communicate with many different functions, cultures and levels in the organisation (orally and in writing). Fluency in English.
A broad understanding of non profit operations and commitment to World Vision´s objectives, ethos, core ministries, Mission Statement and Core Values is mandatory.
A minimum of 5 years experience in product or customer experience development, being able to clearly net out conclusions from customer insight and define a hypothesized improvement agenda.
Extensive international experience in working across cultures and within complex organizational structures.
Broad knowledge of child sponsorship and development programming, preferably with World Vision.
Strong analytical skills, catalyst for improvement and innovation, problem solving involving multiple disciplines.
Flexible and willing to travel per World Vision policy.
Support Office marketing/supporter experience in a leadership role that needed to clearly weigh up and negotiate revenue raising/protecting opportunities versus costs/efforts.
The position requires ability and willingness to travel domestically and internationally up to 30% of the time.