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Digital Sponsor Experience Innovation Leader

Closing: Sep 1, 2022

This position has expired

Published: Aug 18, 2022 (2 months ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Qualifications: Education/Knowledge/Technical Skills and Experience.

  • Master’s degree or equivalent in digital marketing, fundraising, customer experience or innovation. A
  • post-graduate professional marketing qualification is an added advantage.
  • Minimum of 10 years of work experience in progressively more responsible digital customer experience, marketing or innovation, roles.
  • Significant experience leading digital innovation at scale in an international environment.
  • Demonstrated success in delivering strong results through effective management and communication
  • Proven ability to develop and maintain trusted, influential and effective relationships within an international organization
  • Highly self-motivated and driven to succeed in a fast-paced, virtual working environment.
  • A clear strategic marketing thinker with attention to detail as required and with ability to synthesize complex concepts into actionable plans and lead them to completion.
  • Change Management – influence and leadership 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.
  • 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.
  • Understanding of World Vision’s Child Sponsorship model, or digital subscription products/services with digital experience.
  • Understanding of international development and empathy for people dealing with poverty or oppression.
  • Experience working effectively with virtual teams.


Responsibilities

Qualifications: Education/Knowledge/Technical Skills and Experience.

  • Master’s degree or equivalent in digital marketing, fundraising, customer experience or innovation. A
  • post-graduate professional marketing qualification is an added advantage.
  • Minimum of 10 years of work experience in progressively more responsible digital customer experience, marketing or innovation, roles.
  • Significant experience leading digital innovation at scale in an international environment.
  • Demonstrated success in delivering strong results through effective management and communication
  • Proven ability to develop and maintain trusted, influential and effective relationships within an international organization
  • Highly self-motivated and driven to succeed in a fast-paced, virtual working environment.
  • A clear strategic marketing thinker with attention to detail as required and with ability to synthesize complex concepts into actionable plans and lead them to completion.
  • Change Management – influence and leadership 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.
  • 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.
  • Understanding of World Vision’s Child Sponsorship model, or digital subscription products/services with digital experience.
  • Understanding of international development and empathy for people dealing with poverty or oppression.
  • Experience working effectively with virtual teams.


Lead digital-first sponsor experience innovation

  • In close collaboration with local fundraising offices and global partners, and based on global trends and insights, lead the digital innovation and transformation of the sponsor experience globally and build a global culture of continuous reinvention and improvement.
  • Establish and manage a digital-first sponsor experience innovation lab, pipeline and framework, inclusive of methodologies and processes for co-creation, design and testing of digital innovation ideas and concepts, tracking and consolidation of results and global scaling of successes across the fundraising and field offices.
  • Based on insights and understanding of the key interactions, sponsor expectations and retention drivers throughout the customer journey, identify and gather opportunities and drive relevant changes and improvements across the organisation end-to-end to meet the expectations and to deliver high performing, agile, omni-channel sponsor (and child) experiences

Lead the digital-first experience vision and roadmap

  • Actively lead the digital transformation of the sponsor experience globally, the transition from paper-first to digital-first experience and the full digitization, automation and simplification of the experience delivery
  • In close collaboration with the 8 largest fundraising offices, lead the co-creation and evolution of a re-imagined, digital-first sponsor experience vision and the related journeys and touchpoints to better serve sponsors needs and motivations.
  • Define a digital-first sponsor experience roadmap for global scale out from today to the vision, continuously update the roadmap based on testing and learning, and manage realisation of the 5-year roadmap with global and local stakeholders towards scaling across all 30 fundraising offices.
  • Collaborate across global and local stakeholders and ongoing projects to identify, develop and scale the related new and improved capabilities and processes that are required for enablement and orchestration of the digital-first sponsor experience according to roadmap.
  • Provide leadership support and influence into technical and field-related global decisions to ensure alignment with and enablement of sponsor experience and retention objectives.

Validate and scale digital-first touchpoints and features

  • Co-lead collaboration across all 30 fundraising offices to capture, document and share the current, retention-driving digital best practices across the sponsor experience.
  • Coordinate the research, user testing and validation of new and updated digital-first concepts, touchpoints and features and consolidate results across the fundraising offices.
  • Based on best practices and test results, co-lead optimisation, evolution, scaling and standardisation of the digital-first sponsor experience together with global teams and local fundraising offices towards the experience vision and in alignment with the roadmap to increase appeal, relevance, retention, and referral.


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