GREENPEACE NORDIC
Job Description
Department: Fundraising
Location: Stockholm, Sweden
Job title: Telemarketing Officer
Reports to: RegionalTelemarketing Manager
Level: Fulltime, salary level dependant on experience
General description/Purpose of the job
The department's key responsibility is to maximise income from individual donors by inspiring and engaging supporters and building effective committed relationships.
As part of Greenpeace's values we do not accept money from governments, corporations or political parties. The Fundraising department's aim is to ensure a cost effective, ethical and sustainable fundraising base to meet the needs of Greenpeace in the Nordic region.
Our objectives are to:
-Achieve income and expenditure targets.
-Inspire and engage supporters.
-Secure effective, committed relationships.
-Achieve a diverse and secure fundraising base.
-Promote Greenpeace's campaign goals and objectives.
-Broaden the appeal of Greenpeace.
Telemarketing is a vital acquisition and retention tool and covers programs from upgrade to reactivation, conversion and canvassing. This full-time position based in Stockholm has the key responsibility to maximise telemarketing income from our donors and strengthen our portfolio of telephone based acquisition channels with a primary focus on Sweden.
Your objectives are to:
-Achieve income and expenditure targets.
-Engage donors, supporters and prospects through inspirational direct phone communication.
-Upgrade our donors to higher giving levels and increase retention for people reached.
-Establish a variety of telemarketing programs and tactics to acquire and retain donors.
You are responsible to lead the development and delivery of telemarketing programs primarily in Sweden, ensuring that Greenpeace reaches income, supporter growth, retention, and expenditure targets outlined in thedevelopment plan.You will work closely with other fundraisingstaff in the other Nordic countries and with the agencies.
The role’s responsibilities also include:
-Assisting the Regional Telemarketing Manager to develop strategic plans and associated income and expenditure budgets.
-Managing income and expenditure budgets and reporting on a regular basis.
-Development of scripts, confirmations and other associated materials.
-Data management.
-Ongoing contact with telemarketing agencies including presentations for teleagents, monitoring and quality control, evaluation of results and coaching.
A requirement for this position is to work closely with other teams and departments (particularly the IT Unit, the Donor Relationships and Marketing Team, Donor Care Team and the Programme Department) to ensure integration of fundraising practices in Greenpeace Nordic’s campaigns strategies.
Description of responsibilities
Planning, Reporting and Budget Management:

Together with the RegionalTelemarketing Manager develop annual telemarketing strategies, and income and expenditure targets.

Be responsible for roll out of budget plans on a weekly and monthly basis in accordance with the strategy.

  • Work with the Regional Telemarketing Manager to develop 3 year strategic plans and income and expenditure budgets.
  • Manage and monitor primarilySwedish telemarketing programs to ensure the annual income meets targets, and supporter number objectives are achieved, and develop weekly and monthly reports on progress and budget.
  • In consultation with the Regional Telemarketing Manager investigate opportunities for lead generation for canvassing, affiliate networks, direct mail companies, donor profile analysis, etc.

In cooperation with the Regional Telemarketing Manager creatively identify, test and implement new opportunities in telemarketing channels to improve the program or support other programs. For example: Improved retention, welcome calls, qualitative surveys, combining TM with other fundraising programs and/or cross departmental integration, etc.

  • Get involved in TM networks to keep being updated on latest trends and techniques in a rapid developing area.
  • Participate in Greenpeace International’s regional TM skill shares whenever appropriate.
Program Implementation:
  • Consult Regional Telemarketing Manager for optimalsegmentation, and report on data statistics needed for proper evaluation and optimization of programs.
  • Follow national telemarketing legislations and identify opportunities for testing alternate payment methods and channels in Sweden.
  • Be responsible for all telemarketing agency communication atan operational level, including development of scripts, script training of teleagents, ongoing briefings at agencies, evaluate phone calls, coaching and feedback to final evaluation, and further recommendations.
  • Investigate phone append opportunities and keep updated on the latest techniques for tests to improve contact rates.
  • Ensure that TM activities comply with the requirements of local legislation, and keep up to date with all relevant charity law, regulations and codes of practice.
  • Coordinate with Relationship Marketing Team approach and timing for relevant segments in the Supporter Journey.
  • Coordinate with Digital Team to secure optimal timing and approach for conversion of lists into monthly autopayment.
Program Administration:
  • Maintain accurate records of telemarketing KPIs, and compare agency numbers with actual database numbers.
  • Report on a regular basis to the Regional Telemarketing Manager on results, budget, development and issues of concern.
  • In consultation with the Regional Telemarketing Manager set up Q&As for the Donor Care Team to deal with potential complaints.
Other:
  • Cover for the line manager and other team members in their absence, in order to ensure telemarketing strategies continue to roll out.
  • Undertake any other duties, appropriate to the position, as delegated by the line manager, upholding a principle that at least 20 % of the working time can be expected to be used on work outside one’s own area.
  • Participate in weekly office and other meetings in the department, or all Nordic staff meetings and weekly meetings with the line manager.
  • Expect frequent travels to the agencies.
Applied Knowledge & Skills
Experience:
  • At least 2 years experience with telemarketing management in a charity organization or in a telemarketing agency managing charity organizations
  • Experience in managing high volume programs
  • Knowledge of data analysis and segmentation is preferable, but not a requirement.
Management Qualities:
  • Ability to support and guide colleagues, manage multiple projects, work to a timeline, work with sensitive information, work with minimal supervision, deal with stressful situations and meet deadlines
  • Ability to inspire team spirit.
Language:
  • Fluent writing and verbal skills in Swedish
  • Excellent writing and verbal skills in English.
Communication:
  • Able to apply a range of communication and interpersonal skills to interact with others on a number of issues of varying complexity
  • Ability to accurately identify problems and quickly move to a satisfactory resolution
  • Possibility to participate and assist in skill shares within the Nordic Fundraising & IT Department, and Greenpeace’s international fundraising community
  • Capable of maintaining accurate information systems and procedures
  • Able to ensure that development of telemarketing plans (activities, budgets, time schedules, KPIs) are communicated clearly and in a timely manner to the Regional Telemarketing Manager.
Analysis & Decision Making:
  • Able to use initiative and innovation to come up with recommendations or new working methods/approaches in own area of work by interpreting information, concepts or data from diverse sources
  • Able to ensurethat all telemarketing results are monitored and analysed on a weekly and monthly basis and sent to the Regional Telemarketing Manager
  • Ability to support the Regional Telemarketing Manager in delivering long-term analysis of program/budgets
  • Capable of setting up relevant benchmarks.
Planning & Resources:
  • Responsible for planning and prioritizing own workload
  • Able to identify and implement short and long term fundraising goals related to the relevant program area.
Key Performance Indicators
  • Outcome of individual goal evaluations during the Performance Review Talk
  • Levels of income generated as a result of work
  • Program evaluations
  • Level of strategic, long-term development of projects
  • Level of information accessibility/retrieval
  • Level of accuracy in budgets and LTV calculations
  • Level of specific budget targets achieved
  • Level of evaluation recommendations implemented
  • Level of innovation and development.