Supporter Communications Specialist Randburg

Supporter Communications Specialist
Randburg

Position Details
The Supporter Communications Specialist is responsible for deepening the company’s relationship with its supporters and donors through targeted, segmented communications. This role focuses on understanding the company’s supporter base, segmenting the database, and crafting tailored communication strategies that make every supporter feel valued, informed, and integral to the company’s mission.
By delivering personalised communication journeys, the Supporter Communications Specialist plays a critical role in retaining existing donors and nurturing potential supporters toward becoming active contributors. This role ensures that every supporter and donor interaction strengthens the company’s community and enhances long-term loyalty.

Key Accountabilities
Output 1: Database Segmentation & Supporter Insights – 30%

• Analyse the company’s 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.

 
Output 2: Supporter Journey Development & Communication Strategy – 30%

• 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 company’s broader growth objectives.
• Implement both automated and personalised communication flows (email, SMS, WhatsApp) to ensure consistent and meaningful engagement.

 
Output 3: Retention & Nurturing Communications – 20%

• Create and deliver engaging, segmented content aimed at retaining existing supporters and making them feel connected and integral to the company’s 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 company’s voice, tone, and brand guidelines.
• Manage and maintain the supporter communication calendar, ensuring consistent, timely messaging that keeps the company’s supporters informed and engaged.

Output 4: Campaign Collaboration & Coordination – 10%

• 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.

Output 5: Reporting & Data-Driven Decision Making – 10%

• 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 company’s 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 company’s mission and South Africa’s 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 company’s 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.