Global Retention Executive

Reporting to the Global Retention Manager, the Global Retention Officer plays a key role in delivering Animals Asia's global Individual Giving donor retention program and strategy, supporting the engagement, stewardship and long-term value of supporters worldwide. The role is responsible for supporting the planning, delivery and optimisation of multi-channel retention activity, ensuring consistently high-quality supporter experiences that drive strong fundraising performance and return on investment.

Working closely with colleagues across Individual Giving, Communications, Data, Insight and Technology (DT&I), Production and Programs teams, the Global Retention Officer helps bring compelling stories into fundraising appeals and stewardship communications, strengthening supporter engagement across both offline and online channels. The role supports traditional offline fundraising activity, such as direct mail and telemarketing, by assisting with creative development, copy and content coordination, and ensuring alignment of themes and propositions across channels and to the wider organisation. In parallel, the role plays a hands-on part in delivering digital retention activities, including building and testing donation pages, landing pages and warm supporter emails that are optimised for engagement and conversion.

As part of the Global Individual Giving team, the Global Retention Officer contributes to fundraising activity across multiple international markets, supporting localisation, translation and culturally relevant supporter journeys. The role is highly collaborative and data-informed, working closely with the Global Retention Manager and Data Insights Analyst to monitor performance, apply learning and continuously improve retention outcomes. This role is ideal for an organised, proactive and supporter-focused fundraiser with a passion for animal welfare, who is eager to develop their skills in global donor retention and contribute to meaningful, life-changing work for animals across Asia.

• Support the delivery of the global Individual Giving and donor retention strategy, contributing to the planning and delivery of retention activities, including cash appeals, stewardship and impact reporting.
• Work closely with the Global Retention Manager to implement, optimise and evaluate donor retention campaigns across direct mail and email.
• Assist in the end-to-end delivery of retention campaigns, including timelines, asset coordination, approvals and post-campaign review.
• Ensure all retention activity is relevant, timely and aligned to the supporter journey, with a strong focus on long-term donor engagement and lifetime value.
• Take ownership of ad hoc retention projects and campaigns, ensuring delivery to agreed objectives, timelines and quality standards.

• Write supporter-focused copy for web pages and email, ensuring content is clear, engaging and aligned to donor motivations, brand tone and retention objectives.
• In collaboration with the Global Retention Manager, build, test and publish donation pages and landing pages using WordPress, Engaging Networks and Fundraise Up.
• Support the designing, building, testing and deployment of warm donor email campaigns within Engaging Networks, ensuring accuracy, functionality and strong supporter experience.
• Work with the Global Retention Manager and the Production Team to ensure digital assets are correctly briefed, delivered and implemented.
• In collaboration with the Global Acquisition Officer, A/B test and optimise email, donation and landing pages to improve engagement and conversion.
• Ensure all content complies with brand guidelines, legal, data protection and accessibility best practices.

• Actively identify opportunities to improve efficiency, systems and ways of working within retention activity.
• Support the development and maintenance of shared content libraries, filing systems and documentation.
• Keep up to date with fundraising, retention and digital best practice, including trends in email, donation pages and direct mail.
• Periodically undertake competitor and sector analysis to inform continuous improvement.

• Manage supplier invoices and payments related to retention campaigns, ensuring timely processing and accurate record-keeping.
• Book and coordinate internal and external meetings, ensuring stakeholders are informed and agendas prepared.
• Maintain and update process documents, templates and campaign filing systems to ensure all team members have access to accurate and current resources.
• Support the smooth operation of the Individual Giving team, providing general administrative support as required.

• Research themes, topics and supporter-led stories, including liaising with internal Programs Teams to source compelling content and impact stories.
• Assist in the preparation of clear and comprehensive briefs for copy, design, photography and videography.
• Coordinate with external agencies and suppliers, supporting feedback cycles, approvals and issue resolution.
• Work collaboratively with internal stakeholders to ensure retention campaigns are clearly briefed, aligned and approved ahead of implementation.
• Attend regular project and status meetings to track progress, flag risks and ensure deadlines are met.

• Work with the Data Insights Analyst to prepare regular and ad hoc reports on retention activity performance.
• Use Tableau dashboards and reporting tools to monitor income, KPIs, analyse email and campaign performance, and share insights or flag/escalate issues with the wider team.
• Support post-campaign evaluation by collating results, identifying learnings and making recommendations for future activity.

• Work with in-house translators to ensure emails, web pages and donation journeys are fully translated, culturally relevant and accurate for all markets.
• Support the delivery of globally consistent yet locally appropriate retention activity.
• Contribute to strong cross-team collaboration across Individual Giving, Global Partnerships, Communications, Supporter Care, DT&I and Programs teams.

• Proactively participate in team meetings, training sessions, seminars and wider organisational meetings.
• Represent Animals Asia professionally at internal and external meetings, events or functions as required.
• Undertake any other duties appropriate to the role, as requested by the Global Retention Manager and Global Head of Retention and Legacy.

• At least 1–2 years' experience in donor retention, individual giving, supporter care or a related fundraising or marketing role, ideally within the charity or not-for-profit sector.
• Solid understanding of fundraising principles, donor retention strategies and donor-centred communications, with a clear focus on long-term supporter value.
• Proven experience delivering or supporting multi-channel fundraising or retention campaigns.
• Excellent written and verbal English language skills, with the ability to adapt tone and messaging for different audiences and markets.
• Demonstrated ability to manage multiple projects or campaigns simultaneously, maintaining high attention to detail and meeting deadlines.
• Strong planning, organisational and time-management skills, with the ability to prioritise effectively in a fast-paced environment.
• Confident working independently with minimal supervision, while also contributing positively as part of a global team.
• Analytical and research skills, with the ability to interpret information, identify insights and present findings clearly.
• Good understanding of fundraising data, performance metrics and KPIs, with the ability to use insight to inform decisions and improve supporter engagement and retention.
• A proactive and solutions-focused approach, with the ability to identify opportunities to improve processes, systems and supporter journeys.
• Ability to work calmly under pressure and adapt to changing priorities.
• Willingness and ability to work flexible hours, including occasional evenings or weekends, due to the global nature of the role.
• Strong commitment to confidentiality, data protection and privacy requirements.
• Alignment with and commitment to Animals Asia's mission, values and objectives.
• A genuine passion for animal welfare and protection.

• Experience working with digital fundraising platforms, email service providers and content management systems.
• Experience building, testing and sending email communications, including segmentation and personalisation.
• Experience of fundraising or supporter-focused copywriting, including stewardship and impact communications.
• Understanding or experience of digital fundraising platforms such as Engaging Networks, Fundraise Up or WordPress.
• Understanding or experience of supporting offline fundraising channels, such as direct mail and telemarketing.
• Communication and interpersonal skills.
• Advanced working knowledge of Microsoft Office and Google Workspace, particularly Excel/Sheets and document collaboration tools.
• Strong interpersonal and relationship-building skills, with the ability to work effectively with internal teams, external suppliers and international colleagues.
• Highly supporter-focused, with a clear understanding of excellent donor experience and stewardship.
• Proactive, adaptable and solutions-oriented, with a results-driven mindset.
• Demonstrates initiative, sound judgement, diplomacy and professionalism at all times.
• High level of organisational awareness and ability to communicate clearly across different levels and cultures.
• Committed to professionalism, discretion and ethical fundraising practice.
• Well-presented, articulate and courteous, acting as a positive ambassador for Animals Asia.