Supporter Services Executive, EU in München bei Animals Asia Foundation Limited

Job Description

About the role

The Supporter Services Executive, EU in Germany will join a global supporter care & gift processing team. Our team is based all around the world in England, Scotland, Germany, Italy, Canada and Hong Kong. We speak to supporters from different countries and cultures, but who are united in their passion for the work we do to rescue, care for and give a voice to some of Asia’s most vulnerable animals.

As Supporter Services Executive, EU your job is to ensure that gifts made by our donors in Europe are processed accurately and they are thanked on time. You will support and be supported by the rest of the team in processing income from other markets. As part of a busy, passionate and talented global team, you will process gifts efficiently and on-time, maintain and update the fundraising database at all times and ensure that data is handled appropriately and in accordance with mandatory regulations across the markets we operate in.

You will be the main person responsible for our German phone line and be the first point of contact by email for our European supporters. You will be working closely with the Supporter Care Team to ensure every interaction supporters have with our charity is a positive one and that they understand how integral they are to our mission. You will communicate with supporters on our progress and ensure we utilise every opportunity for positive engagement. You’ll work with a wide range of people, efficiently gathering and providing information as well responding to whatever queries or situations may arise.

As the Supporter Services Executive, EU, you will be the point of contact for local bank accounts and working closely with the local gift processing and fulfilment company to ensure swift and efficient banking and acknowledgment of donations. You will help to provide a seamless, first-class end to end experience for supporters.

You’ll be well-organised, self-motivated and display a high level of accuracy, consistency and attention to detail to ensure data is handled appropriately and in accordance with mandatory regulations across the markets we operate in. Subject to availability, the role can be supplemented with support through trained and supervised volunteers.

Supporter Care and Communications

• Act as first point of contact for Animals Asia for supporters in Germany and throughout Europe: answering phone calls and responding to emails and letters.
• Work collaboratively across a global Supporter Experience team to ensure supporter enquiries are handled to the highest standard, providing prompt, efficient, accurate responses in line with the charity’s messaging and Global Service Charter.
• Keep up to date with programme activities and news from across the organisation to ensure you can provide informed supporter communications and deal with supporter enquiries confidently, efficiently and consistently.
• Handle difficult or distressed supporters in a sensitive and skilled manner, displaying empathy and establishing rapport whilst balancing the needs of Animals Asia.
• Use agreed letter templates and produce bespoke responses as required.

Gift Processing & fulfilment coordination

• Work closely and coordinate with colleagues in the Gift Processing team in Canada, Hong Kong and the UK to ensure that all donations from European donors are processed in a timely and efficient manner.
• Liaise with external partners, such as German donation processing and fulfilment companies, to ensure that our gift processing is delivered to the highest and most efficient standards.
• Work with internal colleagues and external partners to ensure supporter queries are managed effectively and requests for materials to be mailed are fulfilled promptly.
• Generate acknowledgements and receipts for all offline payment channels, including annual statements to regular donors.
• Process all donations, online and offline fundraising products.
• Administer the end-to-end recurring gift process Ensure donations are processed on time and with accurate coding to track the source of fundraising income.
• Assist where required in the review and implementation of new payment channels to ensure smooth and accurate gift processing.
• Develop and maintain a good understanding of local payment channels and processes.
• Facilitate and work with the finance team in reconciliation of donation records.

Administration and financials

• Point of contact for local bank accounts.
• Ensure procedure manuals are updated in line with changes.
• Occasionally help to organise postal mailings.
• Proactively liaise with supporters to capture missing / incomplete donation and supporter information.