Supporter Communications Specialist Randburg

Key Accountabilities

• Analyse the companys supporter and donor database to identify audience segments based on demographics, donation history, engagement levels, and interests.
• Continuously refine and update segmentation criteria to ensure communications are relevant, timely, and personalised.
• Work with the Supporter Engagement & Growth Manager to gather insights and data analysis that inform segmentation strategies and engagement priorities.
• Develop and maintain supporter personas to guide communication tone, style, and frequency.

• Design and implement tailored supporter journeys for different segments, including active donors, lapsed donors, and potential supporters.
• Plan and execute communication strategies that nurture relationships across the supporter lifecycle, from first engagement to long-term loyalty.
• Collaborate with the Supporter Engagement & Growth Manager to ensure supporter journeys align with the companys broader growth objectives.
• Implement both automated and personalised communication flows (email, SMS, WhatsApp) to ensure consistent and meaningful engagement.

• Create and deliver engaging, segmented content aimed at retaining existing supporters and making them feel connected and integral to the companys work.
• Develop nurturing campaigns that guide potential supporters along the path to becoming active donors.
• Work closely with the Writer/Editor to ensure messaging aligns with the companys voice, tone, and brand guidelines.
• Manage and maintain the supporter communication calendar, ensuring consistent, timely messaging that keeps the companys supporters informed and engaged.

• Work with the Brand Manager and Call Centre Manager to coordinate integrated supporter acquisition and retention campaigns.
• Ensure messaging and supporter journeys are consistent across digital campaigns, community management, and supporter communications.
• Collaborate on storytelling and campaign messaging that drive engagement and conversions.

• Track, measure, and report on the performance of supporter communications, including engagement rates, retention metrics, and conversion outcomes.
• Provide regular reports to the Supporter Engagement & Growth Manager, identifying trends, insights, and areas for improvement.
• Use data-driven insights to continuously refine segmentation, messaging, and communication timing for optimal results.
• Ensure all data usage and supporter engagement practices comply with POPIA and the companys data protection policies.

Qualifications and Experience:

• Degree in Communications, Marketing, Public Relations, or a related field or suitable experience in a similar role.
• Minimum 3-5 years of experience in supporter/donor communications, community management, customer relationship management, or engagement strategy, preferably in an NGO or non-profit environment.
• Understanding of database segmentation and CRM systems.
• Proven ability to develop and manage supporter journeys and engagement campaigns.

Knowledge:

• Understanding of supporter/donor engagement and retention strategies in the non-profit sector.
• Knowledge of CRM systems and data segmentation best practices.
• Familiarity with POPIA and ethical data management principles.
• Awareness of the companys mission and South Africas civil society landscape.

Skills:

• Excellent writing and communication skills, with the ability to craft clear, engaging, and impactful supporter messaging.
• Strong analytical skills with the ability to interpret supporter data and segment databases effectively.
• Proficiency in CRM platforms and email marketing tools (Odoo, Mailchimp, Hubspot advantageous).
• Strong project management and organisational skills.
• Collaborative approach with the ability to engage stakeholders and team members across the organisation.
• Proficiency in SMS communications, with experience in Burst SMS and WhatsApp for Business.

Behaviours:

• Passionate about the companys mission to promote accountability and fight corruption.
• Supporter-focused mindset, with a genuine desire to create meaningful relationships with donors and supporters.
• Proactive, detail-oriented, and organised.
• Ethical and professional, with a commitment to protecting supporter data and trust.
• Adaptable and open to innovation in communication and supporter engagement.