Donor Contact Team Leader

**Description**:
Exciting leadership opportunity within our passionate organisation. Motivate and guide our Donor Contact Centre team to ensure positive donor experience outcomes. Join a fun and supportive team culture, enjoying flexibility, salary packaging and a hybrid work model.

**Plan International Australia’s Commitment & Mission**

Plan International is a global not-for-profit, working to change the world so that all children can live happy and healthy lives, and so that girls in all their diversities can take their rightful place as equals.

At Plan International Australia (PIA), we celebrate diversity. We deeply believe all different opinions and experiences will enrich our team and represent our beneficiaries and partners across the globe. Our commitment to an inclusive workplace culture means we embrace working with all sectors of the community.

**Be the change you want to see**

For 85 years we’ve worked hand-in-hand with local communities, so babies can survive their first 1000 days, so children can learn in safe environments, so girls can strive for work outside the home, so young people can speak up for their rights. We know that girls are the most marginalised by poverty, and for too long have been held back from reaching their full potential. This is why we work with all children to solve poverty, but especially girls. We have a long history, but our approach is new. We’re secular, and we view the children, families and local communities we work with as our partners and our equals.

**Possibility. Opportunity. Equality. Partnership. Love. Humanity. This is what we stand for.**

**About the Donor Contact Centre Team**

The Donor Contact Centre (DCC) is the connection point between Plan International Australia, our supporters and the girls and communities we work for. We are proud of our ambitious, passionate, fun and supportive team culture that is centred on team work, development and growth.

**About the Role**

As a bold, passionate & experienced Team Leader, you will lead a team of dedicated Donor Contact Consultants, who are the voice of our organisation and first point of contact for donors calling our support centre. This role is all about your team; supporting them to understand the values of the organisation, coaching their customer service approaches, and furthering their learning and development overall. Work closely with them to build capability, aim for successful outcomes, and celebrate their wins.

As a leader in this space, you will have the ability to accelerate the impact of Plan International Australia’s marketing strategies by managing the donor experience across multiple touchpoints and channels.

Working in collaboration with the broader Engagement to Action department, you’ll partner with stakeholders across the organisation to implement strategic fundraising initiatives that drive consideration, acquisition, retention and expansion across the journey. We’re looking for someone who’ll work hard to hard to chase ambitious targets and raise critical funds for Plan’s humanitarian, development and advocacy programs.
- This is a 12 month role with the possibility for extension_

**What you’ll do (Responsibilities)**
- Contribute and execute the messaging across donor experiences, building alignment with key organisational objectives and key results (OKRs)
- Deliver performance insights on initiatives weekly, quarterly and annually to provide learnings to key stakeholders
- Work with key product owners to develop strategic initiatives to drive greater income and retention results
- Coach, lead and develop the Team to deliver efficient and consistent standards of service, donor experience, and representation of PIA’s brand
- Ensure smooth operations within the team, inclusive of; rostering, resourcing, system audit and resolutions, recruitment, performance management and monitoring workflows
- Establish clear targets for the Team during appeals and ongoing activity

**What we’re looking for**
- Experience managing all aspects of contact centre operations preferable
- Strong grasp of donor service and marketing strategies with direct experience designing and executing omni-channel operations, and adjusting for optimisation
- Experience running cross-functional projects including scheduling, budget management, stakeholder management
- Ability to think strategically and develop projects and initiatives to grow revenue
- Extensive fundraising or telemarketing experience
- Proficient level of technological skills, Customer Relationship Management (CRM) systems a plus but not essential
- Alignment with PIA’s values and commitment to social impact, feminist leaderships and sharing power

**Working at Plan international Australia**

What this opportunity will mean for you:

- Purposeful work, joining an organisation that is passionate about what they do
- Hybrid working culture and an office based in Melbourne CBD (Southbank)
- Salary packaging
- Flexible wo