S/He is responsible for driving donor services, engagement and retention strategies to enhance donor experience and support sustainable fundraising growth; his or her key responsibilities include:

Key Responsibilities:

Donor Retention & Engagement (Core Focus)

• Develop and implement multi-channel donor engagement and retention strategies to strengthen donor loyalty and maximise donor lifetime value.
• Plan and evaluate donor development initiatives, including upgrade, conversion, recapture, reactivation and cancellation prevention programmes.
• Support monthly giving acquisition initiatives where appropriate.

Donor Servicing & Communications

• Manage donor servicing, telemarketing, direct mail and other donor communication programmes to achieve assigned fundraising and retention targets.
• Work closely with internal teams and external vendors to ensure smooth execution of fundraising campaigns and donor communications.

Donor Data & Insights

• Monitor and analyse donor data, campaign results and key performance indicators, and prepare regular reports with recommendations for improvement.
• Leverage donor data and insights to optimise engagement, retention strategies and campaign effectiveness.

Team Management

• Lead and supervise donor service and telemarketing teams to ensure high-quality service delivery and effective performance.

Operations & Donor Experience

• Make effective use of the donor database system to support donor servicing, segmentation, reporting and campaign management.
• Maintain and improve donor servicing workflows, operational guidelines, scripts and manuals where necessary.
• Organise donor engagement activities and support fundraising and agency-wide events as required.
• Participate in fundraising planning and perform other duties assigned by the Director of Fundraising and Communications.
• Overseas travel may be required.

Requirements:

• Degree holder in Marketing, Communications, Business, Social Sciences or a related discipline.
• At least 10 years of relevant experience in fundraising, donor servicing, monthly giving, direct marketing, telemarketing, CRM or marketing; experience in an NGO/INGO setting is preferred. Candidates with less experience may be considered for the position of Assistant Fundraising Manager.
• Proven experience in team leadership and vendor management, with strong organisational, project management, and communication skills; able to manage multiple priorities effectively in a fast-paced environment.
• Strong analytical and data management skills, including the ability to interpret donor data, identify trends, and provide actionable insights; proficient in CRM systems (e.g. Salesforce), donor databases, and MS Office (especially Excel), with familiarity in data analysis tools and Chinese word processing.
• Solid understanding of data privacy regulations, telemarketing compliance, and fundraising best practices, with experience applying these in donor-related activities.
• Excellent donor communication, stakeholder engagement, and writing skills, with the ability to build relationships and drive engagement.
• Experience in donor acquisition, lead conversion, or digital fundraising is an advantage.
• Detail-oriented, responsible, and adaptable team player with a positive and flexible attitude.
• Excellent command of written and spoken English and Chinese; fluency in Putonghua is preferred.
• Identification with Oxfam’s mission and values is a must.

Why Join Us

At Oxfam Hong Kong, our culture is shaped by our values, which reinforce what we care about and how we do things. Our five core values are: Justice, Empowerment, Inclusiveness, Accountability and Innovation. Learn more about Oxfam Hong Kong: https://www.oxfam.org.hk.

How to Apply

Please send your application letter and resume, including current and expected salary and date of availability, to Human Resources Manager by email at [email protected].

Oxfam is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and promoting the welfare of children, young people and adults. Oxfam expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us. Note: All offers of employment will be subject to satisfactory references and may be subject to appropriate screening checks, which can include criminal records and terrorism finance checks.

(Data collected will only be used to process job applications. Applicants who are not invited for an interview within six weeks from the closing date can assume that their application was unsuccessful. All related information will be kept up to 12 months, and all personal data will be destroyed afterwards.)

Oxfam Hong Kong is an equal opportunities employer.