Supporter Services Executive

Animals Asia Foundation

Job Details
Full-time1 hour ago
  • Customer service
  • Microsoft Office
  • Fundraising
Full Job Description
Supporter Experience Executive, Australia

About the role

Supporter Engagement at Animals Asia is expanding providing a chance to join our incredible team.

Here at Animals Asia, supporters are not seen as external to the organisation – they are the organisation. As Supporter Experience Executive your job is to ensure they know how integral they are and that being part of Animals Asia family provides an exceptional, enriching experience that adds as much value to the donors’ lives as they add to us. Gaining and maintaining their loyalty will be the very heart of your role. 2023 will be an enormously exciting year as we launch the final stages that will see us achieve one of our founding goals and bring bear bile farming in Vietnam to an end.

This is a home-based role and you’ll be part of a busy, passionate and talented global team and will be in charge of updating supporters on our progress. You’ll work with a wide range of people, efficiently gathering and providing information as well responding to whatever queries or situations may arise. This includes maintaining the fundraising database and implementing key steps on the supporter journey. You will work to support a high-performing Gift Processing Team, sharing best practice knowledge to ensure we provide a seamless, first-class end to end experience for our loved and cherished 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. Customer care and building relationships will come effortlessly to you and you’ll just love making people feel special.

If you have some experience in fundraising and a love for animals, this is an outstanding opportunity to join the team that people never leave.

Join our family… be part of the end game.

Supporter Care and Communications

Act as first point of contact for Animals Asia in Australia: answering phone and responding to emails and letters.

Work collaboratively across a global Supporter Care 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.

As part of a global team, provide ‘round the clock’ care via all channels.

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.

Monitor supporter feedback and interactions to provide insight to the wider Supporter Care team to inform new initiatives and increase donor retention.

Gift Processing & fulfilment coordination

Liaise with our Australian donation processing and fulfilment company to ensure that our gift processing in Australia is delivered to the highest and most efficient standards.

Work with the company to ensure supporter queries are managed effectively and requests for materials to be mailed and fulfilled promptly.

Be the second point of contact for any donation or donor update requests that overflow from the donation processing company.

Gift Processing duties will include offline & non-postal donation data entry (such as bank transfer donations and donations that come from our various 3rd party platforms) and being responsible for the Australian bank statement data entry.

Facilitate and work with the finance team in reconciliation of donation records in the CRM.

Assist the Gift Processing team where required to ensure that correct coding is applied to donations to track the source of fundraising income.

Assist receipting process, including one-off donation receipts and annual tax receipt statement to regular donors.

Administration and financials

Ensure procedure manuals are updated in line with changes.

Occasionally help to organise postal mailings.

Proactively liaise with supporters to capture missing / incomplete information.

Database Management

Help to maintain donor records & data integrity.

Accurately enter new data and amend existing data on the fundraising database following contact from supporters, and in line with Animals Asia’s policies and procedures.

Ensure supporter interactions are recorded accurately and consistently.

Keep abreast of data privacy laws in Australia.

Fundraising Support and Supporter Journey

Ensure supporters are resourced with fundraising materials.

Support the Global Legacy Manager to ensure that legacy enquiries are handled correctly and the legacy stewardship journey is maintained.

Support the Direct Marketing Team to improve retention by assisting with a Saves program.

Support the high value Global Partnerships team to ensure their Bear Guardian donors in Australia receive their mailed communications.

Proactive support to Australia community fundraisers.

Helping to administer a Supporter Care survey to improve supporter loyalty.

Train & supervise volunteers as required.


Promote and advocate AAF to the general public.

Active participation in team meetings.

Always keep the supporters and interests of Animals Asia at heart when dealing with supporters so as to develop and maintain positive long-lasting relationships.

Person Specification

Qualifications, knowledge & skilled required:
Demonstrated experience in a customer service role responding to a high level of enquiries via telephone and email with excellent interpersonal skills and telephone manner.

Experience of working on a customer relationship database.

Proven experience in project management.

Ability to understand and streamline processes and procedures.

Proven high level organisational and time management skills, including ability to manage work flows and balance competing priorities.

Understanding of working in a fundraising environment.

Excellent written and oral communication skills in English, with extensive experience communicating with a broad range of people.

Accuracy and excellent attention to detail.

Demonstrated ability to respond effectively to challenges, to work effectively in a small, diverse and busy cross-functional team environment with minimal supervision.

Highly organized, able to prioritise varied workloads and meet deadlines.

Proficient in Microsoft Office.

Demonstrated ability to maintain confidentiality and comply with privacy requirements.

Proficient experience with Blackbaud CRM – a NFP database – is highly valuable, but not essential.

Understanding of animal welfare issues and conservation is desirable but not essential.

Personal attributes required:
Innovative, flexible and resilient.

Always acts professionally, with integrity and discretion.

Well presented, articulate and polite.

Genuine enjoyment of meeting and interacting with people and building relationships.

Strong people skills with a high level of organisational awareness and ability to liaise with a broad and diverse range of stakeholders.

Commitment to professionalism, discretion and confidentiality.

Solution focused with a creative approach to issues and a “can do” attitude.

Be able to take on accountability and to take the lead while being a strong team player.

Ability to display initiative, common sense and diplomacy.

Thoughtful and considerate.

Passionate about animals and animal welfare.

Circumstances (essential):
Able to work efficient and effectively from home without disruption.

Able to connect to sustained, high quality internet connection from home.

Able to be work occasional extended hours and weekends as required.

Able to accommodate global meetings in the early morning or late evening (flexible working hours).

Conditions and Benefits

Place of work : Home based – anywhere in Australia.

Working hours : Full time – standard hours are from 9am to 5pm Monday to Friday.

You will be required to work flexibly, as necessary to fulfill your role, which may include some early mornings, evenings and weekends. You will be expected to manage your hours, responsibilities and workload accordingly.

Reports to : Global Supporter Care Manager.

Manages : n/a.

Budget responsibility : n/a.

Probation : The appointment will be subject to the satisfactory completion of a 3 month probationary period.

Annual leave : Initially 21 days per year plus all public holidays as per your home state.

The holiday year runs from January 1st to December 31st.

Other benefits : Training will be provided as required. Flexible working conditions.

Recruitment schedule and how to apply

To apply : Please send CV’s with covering letter outlining how you meet the person specification and why you should be considered for this role to:

Closing date : 24 February 2023.

Interviews : Week commencing Monday 27 February 2023 (via zoom).

To find out more :

Animals Asia values candidates with different backgrounds, experiences, and perspectives. We welcome applicants of every ethnicity, age, gender identity and expression, sexual orientation, religion, national origin, socioeconomic status, disability, or veteran status. We are committed to building an organization that creates an inclusive environment for all.

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