Position Summary / Objective 

The Donor Relations and Social Engagement Officer is the first point of contact representing IFAW and supports the Global Development Department in the execution of the IFAW Development Strategic Plan and the Oceania Regional Plan, by providing expert customer service timely and professionally in response to donor inquiries (donations and programmatic activities) via telephone calls, email, mail and social media.

This position will provide timely world-class service to IFAW supporters and the public by promoting IFAW’s mission and brand, applying professional best practices and stewardship to acquire, retain and further engage supporters – ultimately maximising revenue, moving supporters along the donor journey, providing supporter satisfaction and long-term loyalty across all fundraising channels. 

This is a multi-faceted position where time will be shared between administrative duties, personalised and mass donor communications and assisting the Oceania team in event activities and the daily operations of the office. 

Role and Responsibilities

Donor Service & Stewardship

• Respond to enquiries, requests and donations received by phone, digital communications, written correspondence and in-person in a professional and timely manner.
• Fulfil personalised acknowledgment letters, thank you phone calls and other strategically designed stewardship outreach efforts.
• Ensure that IFAW’s supporter experience is the point of difference that separates IFAW with similar organisations and is known and felt by supporters.
• Undertake proactive donor outreach and assist in fundraising opportunities for the region. Assist the Donor Relations Manager, Global Donor Relations Manager & AU Development Team with supporter communication.
• Remain informed on IFAW programs, campaigns and activities; share appropriately as part of stewardship efforts.
• Moderation of social comments

Donor Data Systems and Processing

• Ensure timely and accurate input of supporter information and donations into donor database systems for quality, integrity and accuracy.
• Process financial information relating to regular giving and other initiatives; reconcile donations on database as necessary.
• Adhere to standard operating procedures, reference guides and Donor Relations Standards of Excellence; ensure compliance with data protection and privacy requirements.
• Maintain in-depth knowledge of supporter database functions, processes and procedures; investigate challenges and system issues, recommend solutions and implement changes as directed
• Maintain the integrity of supporter database systems; provide administrative, organisational and operational (including financial) support to the Donor Relations Manager and the Global Donor Relations Manager; cross train with global Donor Relations Team. 

General Office Operations

• Answer all phone calls in a timely manner and direct calls accordingly.
• Responsible for the IFAW email inbox and directing emails to various staff within the office as needed.
• Responsible for mail incoming and outgoing mail and couriers. 
• Managing stationary, collateral and donor resources ensuring regular stock take and supply for development team. 

PERSONAL COMPETENCIES 

• Have excellent verbal and written communications skills.
• Have excellent organisational and priority-setting skills; applies sound judgment.
• Have strong customer/supporter focus and keen attention to detail; maintains confidentiality
• Be flexible; functions effectively and accurately in a changing and fast-paced environment; meets timelines. Have an ability to work on multiple jobs at one time.
• Foster sensitivity to and respect for cultural differences.
• Work well independently and collaboratively as a team member.
• Have empathy with the cause of animal welfare and a strong commitment to promoting IFAW’s mission.
• Willingness to work some occasional  out of office hours.
• Willingness to travel for event delivery and relevant project visits.

Qualifications and Education Requirements

• A minimum of 1 year in customer service or fundraising experience;
• Proficient in Windows-based applications, including Word, Excel and Outlook; and
• Experience with donor/fundraising database systems a plus.  

Other Duties  

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities will change from time to time to meet the needs of the department and our company. 

At IFAW, we aim to create and foster a workforce that reflects and contributes to the diverse, global community in which we work to improve the lives of both animals and people.

We are dedicated to fostering justice, equity, diversity, and inclusion so we actively encourage candidates from diverse backgrounds.