Member Engagement Marketing Senior Executive

**Position title**: Member Engagement Marketing Senior Executive

**Reports to**: Retention & Growth Marketing Manager

**Location**:Singapore

**Starting Date**:November 2024
- **About World Wide Fund for Nature, Singapore (WWF-Singapore)**:
World Wide Fund for Nature (WWF) is one of the world’s largest and most respected independent conservation organisations. WWF’s mission is to stop the degradation of the earth’s natural environment and to build a future in which humans live in harmony with nature. As one of WWF’s international hubs, WWF-Singapore supports a global network spanning over 100 countries. WWF Singapore works closely with local stakeholders towards a greener and more sustainable Singapore and the region around us. We work to address key conservation areas, such as climate change, sustainable finance, deforestation, illegal wildlife trade, marine conservation, and sustainable production and consumption, through collaboration, education and outreach efforts involving the community, businesses, and governments. For more information, please visit wwf.sg.

**II. Overview of Function**

Our mission in the Individual Giving and Digital Growth Marketing Unit is to enhance both long-term and short-term predictable income from individual members across various segments. We aim to foster a robust fundraising environment that ensures the sustainable growth, retention, and engagement of our member base.

Our focus is on creating impactful strategies to maximize member contributions, recognizing that every dollar counts and every member matters. By leveraging innovative digital marketing techniques and data-driven insights, we strive to raise, maintain, and expand our income, supporting our mission with unwavering dedication. This role will play a pivotal part in ensuring WWF provides an engaging member experience wherever they are in their journey with us, ensuring they have opportunities to grow closer to the people and projects they fund and have further opportunities to give.

**III. Major Duties and Responsibilities:
**Member Journey Management (40%)**
- Enhance & create new marketing treatments for existing members segmented by different tiers based on monetary value, engagement and behavioral attributes.
- Create & review member metrics; NPS & CSAT & service performance across all member touchpoints; digital and non-digital; conduct constant pulse check, engage with key stakeholders to communicate the member insights & KPI performance and findings for continuous improvement of NPS and member satisfaction.
- Analyze and map member journey, capturing front and back-end processes, resolve barriers to achieve a seamless and positive member experience. Accountable to track CX at touchpoints, enhance and re-design member journeys to meet member expectations.
- Collaboration with stakeholders to manage CX initiative projects within timelines and KPIs.

Deep understanding of member insights to identify trends, pain points and opportunities for enhancement. Conduct root cause analysis to identify gaps, recurring issues in process, system, service, people or product, and determine solutions with stakeholders to improve members’ experience.
- Strong leadership and management skills to help grow team members, improve overall engagement through effective communication, stakeholder management, performance management, empowerment and coaching.
- Clear and strong governance organization with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies & standard requirements.

**Insights and Optimisation of omni-channel communication (30%)**
- Understand data, trends, and patterns within member datasets to identify pointers that help create actionable insights leading to effective decision-making.
- Manage and measure performance through data insight and trend analysis.
- Create campaigns to gather new data points on our members (e.g., date of birth, address)
- Look at how we best gather new ‘softer metrics’ from our members and deepen our understanding of their motivations, satisfaction, and interests, through polls, surveys, NPS, and CSAT. And using any insights or trends from this to further develop, optimize, and personalize the journeys

**Stewardship and event management (20%)**
- Regularly present on performance to the Head of IG - DGM and other senior management
- Develop engaging thought-provoking content and stewardship opportunities that encourage loyalty, repeating giving, and give the member unique access to the cause, people, projects, and places that are funding
- Be involved in briefing multi-media teams to gather relevant and engaging content for our member audiences from the field
- Ensure content being requested from the field is relevant and engaging and promotes loyalty and fundraising objectives.
- Explore new ways to reach members with stewardship offers - Webinars, Facebook Lives, etc.
- Create opportunities to connect members with our teams in the fiel