ID - Supporter Care Senior Coordinator (Internal Only)

About Greenpeace

Founded in 1971, Greenpeace gives voice to a fragile Earth by promoting solutions, advocating change, and inspiring action. The organisation has employed non-violent methods to campaign for environmental justice since its inception. Today, Greenpeace operates in over 40 countries, with headquarters in Amsterdam.

Greenpeace in Southeast Asia

Greenpeace Southeast Asia (GPSEA) offers dynamic and meaningful opportunities for professional growth. It is driven by a diverse and committed team who uphold the highest professional standards of the world’s leading environmental campaigning organization. By working alongside passionate and skilled colleagues, you will help to tackle some of the planet’s most urgent environmental challenges,

Operating from our offices in Bangkok, Jakarta, Kuala Lumpur, and Manila, we lead globally significant campaigns shaped by regional and national contexts, offering challenging opportunities to address pressing ecological issues. We are financially supported by tens of thousands of people across the region. To remain independent we have a policy of not accepting funding from companies and governments and therefore only accept donations from individuals and private foundations.

Equal Opportunity Employer

Greenpeace Southeast Asia is an equal opportunity employer with a longstanding commitment to providing a work environment that respects the dignity and worth of each individual. We recognize and value the benefits and strengths that diversity brings to our employees and the whole organization and we thrive in an environment that encourages respect and trust. We do not discriminate in employment opportunities or practices on the basis of age, ancestry, citizenship, color, disability, ethnicity, family or marital status, gender, gender identity or expression, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. Selection will be in accordance with objective, job-related criteria and the appointment will be on the basis of the applicant’s merits and abilities.

The Supporter Care Sr. Coordinator is responsible for overseeing the accurate and timely processing of supporter-related administration, including monthly contribution handling and inquiry management. This role ensures the delivery of high-quality supporter service aligned with organizational values, with a focus on retention and satisfaction. The position includes direct line management of the Supporter Care Team, ensuring efficient daily operations, staff development, workload management, and adherence to internal deadlines and service standards.

The Fundraising Department’s current goal is to build and maintain a reliable, efficient, and ethical funding base that not only meets the financial needs of Greenpeace Southeast Asia but also aligns with our core values.

Specifically, our goals are to

• Engender loyalty to Greenpeace in all our communication
• Promote the Greenpeace campaign goals and objectives
• Maintain a diverse and secure funding base
• Be responsible as a Department for meeting budget targets
• Present truthful and accessible reporting of all programs
• Change the way people think about spending their money
• Provide an annual net increase in available funds

Duties and Responsibilities

• Lead the Supporter Care Team in delivering high-quality, values-aligned service that strengthens supporter relationships, enhances satisfaction, and fosters long-term commitment including retention and appropriate upgrade opportunities.
• Design and implement a “Supporter Save” program, including targeted training, goal setting, regular performance monitoring, and team recognition to improve supporter retention.
• Ensure all team members are equipped to succeed through structured onboarding, continuous coaching, and opportunities to grow in their roles.
• Provide clear direction and ongoing mentorship, fostering a collaborative team culture where staff feel valued, heard, and connected to the organization’s mission.
• Advise upon, implement retention and relationship strategies with respect to timeline and allocated budget and ensure the development of a long term relationship with our donors to generate maximum lifetime value and retention.
• Work with the Fundraising Manager/DoFR and the Regional Retention team in understanding and utilizing data segmentation and data profiles to ensure that the right message goes to the right donor, via the right channel, at the right time.
• Oversee the administration and data processing functions to ensure a smooth, accurate, and supporter-friendly experience.
• Ensure timely and accurate entry of new supporter information into the database, maintaining high standards of data integrity across the Supporter Care Team.
• Manage the receipt and reconciliation of financial contributions via automatic debit, while continuously improving related processes in the supporter database system.
• Generate accurate monthly donation reconciliation reports in coordination with the Finance Team, ensuring proper account coding and banking compliance.
• Maintain up-to-date documentation of supporter care procedures and data workflows to support future improvements and team learning.
• Ensure the timely and welcoming onboarding of new supporters, in alignment with strategies developed alongside the Fundraising Manager.
• Oversee the processing of all supporter transactions, including one-time and recurring donations, cancellations, upgrades, and data updates.
• Lead the benchmarking and testing of retention programs.
• Ensure all supporter interactions whether transactional or inquiry-based are handled with empathy, responsiveness, and a strong commitment to building long-term trust and loyalty.
• Collaborate closely with the Fundraising Team to ensure supporter needs are met and that response systems are efficient, with oversight of all supporter communication and response mechanisms.
• Work closely with the Fundraising Manager to evaluate the effectiveness of in-house telemarketing efforts (welcome, failed debit follow-ups, upgrades, reactivations), ensuring alignment with supporter journey goals.
• Support the achievement of fundraising targets through active collaboration with the Fundraising Manager, using data and performance insights to guide adjustments.
• Collaborate with the Regional Database Team to generate insightful reports that support strategic decision-making across fundraising and supporter care functions.
• Liaise with internal departments to gain approval of all fundraising copy and telemarketing scripts.
• Work closely with the Telemarketing Agency and Inhouse Tele Callers, by writing TM scripts and ensuring the consistency of all communications for the Lead Conversion, Upgrade, Recapture and Reactivation programs.
• Work with Supporter Care Team and Engagement units to organize events to enhance supporter loyalty and increase income.
• Work closely with the Online Acquisition Sr. Coordinator and Fundraising Manager to ensure a sustainable and relevant acquisition program through consistent fundraising communication materials in line with the campaign.
• Collaborate with partner banks to facilitate prompt and reliable processing of automatic debits, ensuring continual follow-up on new supporter bank forms.
• Strengthen relationships with monthly givers by providing consistent, personalized updates that demonstrate the impact of their ongoing support.
• Monitor and respond to feedback from new and recurring supporters with empathy and care, using insights to continuously improve communication and engagement efforts.
• Undertaking any other reasonable task that the FRM/DoFR sees fit for the smooth running of the supporter care function.
• Oversee the timely and accurate administration, results reporting
• Ensure Greenpeace policy and procedures are observed.
• Ensure the program remains transparent within the organization, report Key Performance Indicators, and at staff meetings.
• Adjust and refine strategies to ensure Key Performance Indicators related to supporter care are met.
• Evaluate and document the impact of supporter journey materials.
• Maintain and oversee accurate, accessible, and supporter-friendly data management practices in the supporter database.
• Prepare timely monthly and quarterly reports for the Fundraising Manager, ensuring clarity, accuracy, and actionable insights.
• Monitor and review retention programs performance, produce reports and updates as requested by the Fundraising Manager/DoFR and the Regional Assistant Manager Donor Retention.
• Monitor the budget for retention & supporter care programs in ID on a regular basis.
• Track and report the variances with yearly targets (ODP).

Requirements

Education

• Bachelor’s degree in Communications, Customer Service, Public Relations, Nonprofit Management, or a related field.

Work Experience

• 3–5 years of experience in supporter care, donor services, or customer relationship management
• 5–7 years of relevant experience, including team supervision and experience managing supporter engagement systems or CRM platforms
• Strong communication (written and verbal) skills
• Strong presentation and negotiation skills
• Experience in managing large budgets/meeting income targets.
• Experience in working with people of different cultures.
• Experience in budget forecasting and preparing annual budgets.
• Experience in a charity or Non-for-Profit environment would be an advantage.

Functional Skills

• Knowledge and/or experience in managing in-house telemarketing teams (inbound and outbound)
• Knowledge and/or experience in donor retention
• Knowledge and/or experience in fundraising reporting and analysis
• Knowledge and/or experience in database systems, reporting and management
• Communication & coaching skills
• Service skill
• Reporting, budgeting, and analytical skills

Organizational Competencies

• Professionalism
• Quality
• Teamwork and Communication
• Innovation and Change
• Trust and respect
• Valuing people
• Knowledge sharing
• Goal oriented
• Planning & Organizing

Specific Work Environment

• Sensitive to the socio-economic cultural environment of Southeast Asia.
• This position requires you to have a flexible approach and the ability to adapt and work in different and challenging work environments, which may include flexible arrangements working in challenging field and frontline work environments. In addition, you must be willing to travel internationally on some occasions and work in a multidisciplinary team environment across multiple time zones.

Deadline of Application: 30 June 2026