• Internal: Resource Generation and Partnerships Head, IDP Team, Corporate Partnerships Team, Communications Team, Conservation Team, and other WWF staff as appropriate  
• External: WWF members/ Individual donors, Third Party Service Suppliers, Strategic Partners (corporate or non-profit), Suppliers, other WWF network staff

The Donor Engagement Officer leads the implementation of donor engagement and stewardship strategies. This role crafts lifecycle-based communication journeys, manages onboarding and retention activities, addresses donor concerns, and cultivates donor communities.

Working closely with the Donor Management Officer, the Donor Engagement Officer ensures that every donor touchpoint is timely, meaningful, brand-aligned, and responsive to donor behavior and feedback. 

1. Donor Journey Implementation & Communications
   • Execute donor journeys tailored to various lifecycle stages: new, active, lapsed, upgraded, downgraded.
   • Craft, schedule, and send personalized communications across platforms (e.g., welcome EDMs, Panda Mail, anniversaries, greetings, surveys). 
   • Ensure message consistency with WWF’s tone, voice, and brand.
   • Execute tailored messaging per segment based on data and direction from the Donor Management Officer. 
   • Adjust content, channel, and timing based on donor engagement behavior, performance data, and feedback. 
   • Handle day-to-day message execution including campaign rollouts, community updates, and event invitations. 
2. Donor Support (Multi-channel Inquiries) 
   • Respond promptly and empathetically to donor inquiries and feedback received via email, Viber/WhatsApp, social platforms, or other channels. 
   • Coordinate with the Donor Management Officer to resolve issues related to failed donations, CRM errors, or technical concerns.
   • Develop, update, and maintain donor support FAQs, email templates, and help resources. 
   • Escalate concerns that may impact donor satisfaction or experience.
3. Engagement & Community Building
   • Manage and grow digital donor communities via WhatsApp, Viber, Facebook groups, and other platforms. 
   • Plan and implement donor engagement activities such as webinars, donor cafés, cleanups, tree planting, and virtual events. 
   • Send updates, reminders, and event follow-ups aligned with donor lifecycle and interests. 
   • Conduct regular donor surveys, interviews, or FGDs to gather feedback and improve experience.
4. Call Center Monitoring (Donor Experience) 
   • Review and listen to call samples from the external SG Labuan call center.
   • Track and analyze reports on donor concerns, feedback, and satisfaction.
   • Flag recurring issues, propose solutions, and identify training or script improvement needs.
   • Support timely resolution of service complaints, failed donation follow-ups, or drop-off risks in coordination with Donor Management.
5. Retention Analytics & Donor Cultivation (Support Role) 
   • Utilize segmented lists and donor insights provided by the Donor Management Officer to help identify churn risks or upgrade opportunities. 
   • Execute cultivation touchpoints per segment (e.g., thank-you EDMs, recovery campaigns, appreciation notes) based on plans developed by the Donor Management Officer. 
   • Track and document campaign implementation details, donor feedback, and support-level metrics. 
   • Provide input on campaign results from the frontline (e.g., donor responses, support interactions), and flag areas for improvement to the Donor Management Officer.
6. Learning and Development
   • Stay informed on donor engagement trends and best practices, both locally and across the WWF network, to strengthen donor stewardship and retention strategies. 
   • Maintain a solid understanding of WWF-Philippines’ programs to communicate impact effectively and tailor engagement activities based on donor interests and values. 
   • Identify opportunities to enhance the donor experience and build meaningful connections with individual supporters through personalized, lifecycle-based touchpoints.

Key Performance Indicators (KPIs) 

• Execution of at least 2 donor engagement events per year
• Increase in recovered failed donations and reactivated donors
• Reduction in donor churn and increase in Net Promoter Score/satisfaction (based on surveys) 
• Timely and high-resolution rate of donor concerns and queries
• Growth in engagement metrics on Viber/WhatsApp and other donor platforms
• Improved onboarding completion rate for new donors
• Submission of monthly donor feedback and experience trend reports
• Quality review reports of SG Labuan call center with actionable insights

• Bachelor’s degree in Marketing, Communications, Business, or related field. 
• At least 1-2 years of experience in donor relations, customer experience, community management, or supporter care, ideally in a nonprofit, CSR, or social impact setting. 
• Strong communication skills—written, verbal, and interpersonal—with the ability to convey empathy, professionalism, and warmth across various donor touchpoints.
• Some experience in supporting or managing online communities (e.g., Viber, WhatsApp, Facebook Groups) and coordinating audience engagement activities such as welcome messages, updates, or recovery campaigns. 
• Highly organized and detail-oriented, with the ability to handle multiple tasks such as donor communications, campaign support, and documentation. 
• Adept with working with data to inform decisions or identify trends. Basic experience with tools like Excel, Google Sheets, or analytics dashboards is a plus. 
• Familiarity with CRM systems such as Salesforce, NetSuite, or similar platforms is preferred, but not required. Willingness to learn and adapt to new tools is key. Exposure to email marketing or automation platforms is a strong plus. 
• Proactive, creative, and strategic thinker who is committed to environmental advocacy. 
• Clearly demonstrates behaviors aligned with WWF’s culture of Striving for Impact, Listening Deeply, Collaborating Openly, and Innovating Fearlessly. 
• Identifies and aligns with WWF's core values: Courage, Integrity, Respect, and Collaboration.
• Adheres to WWF’s brand values: Knowledgeable, Optimistic, Determined, and Engaging.

As an equal employment opportunity employer, WWF does not discriminate based on an applicant’s race, religion, sex, gender, or disability status. Submissions by mail will not be accepted to reduce the use of paper. Due to the high volume of applications, inquiries via phone cannot be accepted.

Interested applicants can email their CV with a cover letter to apply@wwf.org.ph with the subject line: Donor Engagement Officer [First name initial_Middle name initial_Full last name].