Job Title: Database and Analytics Specialist
Grade: SCSA: 5
Reports to: Donor Servicing & Retention Manager
Reporting: Nil
Child Protection Level: 2
Travel Requirements: Minor <1 day/week
Budget Responsibilities: Nil on a permanent basis
Asset Responsibilities: Own assets only
JOB PURPOSE
Database and Analytics Specialist is responsible for the supervising and implementing of day to day activities, maintenance and improvement related to the database and its related systems and procedures, ensuring the quality and integrity of donor specific data.
The position is also responsible for management of data from and to internal and external stakeholders via exports and imports, banking of donors, analysis, as well as end user training and support. The position will be responsible for managing and producing all reports for the organisation. The position contributes to the overall efficiency, productivity and ongoing operation of the Fundraising and Marketing teams.
The position works with and supervises the Donor Retention Officer and works on a regular basis with members of various teams, such as: Call Centre/Donor Servicing and Retention Teams, Fundraising Team, Corporate, Digital, Channels, Finance, IT, etc.
KEY ACCOUNTABILITIES
COMPETENCY
KEY RESULT AREAS/RESPONSIBILITIES
ANALYSIS & REPORTING
Manage and produce the complete suite of reports required for the marketing and fundraising team, including the monthly fundraising report, the call centre report, clawback reports etc. This is with the purposes of improving insights and supporting fundraising retention & acquisition objectives.
Perform analysis of donor’s database, for profiling donors and understanding their behaviours, targeted communications or any other purpose as required.
Assist in the investigation of enquiries from or about donors, as required.
Ensure that the timings in the Donors communication schedules are adhered to and/or managed effectively in conjunction with the relevant Save the Children teams and external stakeholders.
Create and run complex Raiser’s Edge and/or SQL queries, where necessary.
Use Excel and MS Access as a feed system and analytical tool to create data models
Create and Maintain ‘converters’ to convert csv. files using VB Scripting
DATABASE MANAGEMENT
Plan, implement and review database management & continuous improvement activities/changes in accordance with end user needs and in line with fundraising retention & acquisition objectives. Eg. Establish Gift Hierarchy
Monitor & ensure on a daily basis that all systems are operational and optimized to work to its full capacity
Ensure donor specific data is effectively safeguarded through security systems, user access and data backup at all times
Supervise the Donor Retention Officer to maintain and improve the quality and integrity of data in a timely, accurately and efficient manner at all times including duplicate cleaning, records enhancement and correction
Establish and maintain Appeals, Events, Dashboards and donation pages in Raiser’s Edge and NetCommunity as required
Work with the Donor Retention Officer to maintain/improve and implement banking systems as required to ensure donations are processed in a timely manner and using best practice
Ensure that all database and banking processes and procedures are strategically improved, documented and up to date
Establish/Improve and implement of reconciliation process of donor database and Save the Children’s bank accounts with finance department systems
Provide CRM and related training and support to end users to ensure best data practices are used in their area
DONOR
INFORMATION
MANAGEMENT & ADMINISTRATION
Undertake data extraction for segmentation purposes, analysis, campaign lists and any other types of communication with supporters
Import data in Raiser’s Edge from variety of internal and external sources in a timely and accurate manner
Responsible for strategy implementation and management of PCI and POPI compliance
Manage Requests for Information queries in Raisers Edge in conjunction with other teams in the organisation.
Perform Global Adds and Changes in the system to ensure all communications with supporters are recorded including Assigning of Appeals and Actions to records
Liaise with external and internal stakeholders in relation of data transfers and enquiries
May be required to communicate with donors occasionally over the phone or via email
QUALITY & CONTINOUS
IMPROVEMENT
Play important role in the creation and maintenance of analytic tools, reports, and analytics services for FM&M and other teams as required.
Contribute to operational manuals and documentation.
Support the Fundraising, Marketing and Finance teams in the performance of their functions and contribute to the team’s process & continuous improvement initiatives.
Undertake projects allocated and/or approved by the line manager.
Recruit, work with and instruct volunteers as required.
Act as a backup for database, reporting and banking tasks to the Donor Retention Officer
Other duties as required
PERSON SPECIFICATION – Key Selection Criteria
Skills/Abilities:
Ability to maintain databases and work with large sets of data
Ability to analyse data, , queries and general reporting skills
Ability to problem solve, apply logic to complex situations, processes and data, and report on outcomes
Spreadsheet manipulation / pivot tables and data entry skills.
Proven ability to prioritise workloads and work to deadlines.
Professional and courteous telephone manner & communication skills.
Highly developed customer service & stakeholder management skills.
Ability to develop, build and maintain a range of working relationships (internal and external stakeholders).
Knowledge/Experience:
Mandatory: Significant experience with The Raisers Edge or similar CRM databases. Please DO NOT apply if you do not have The Raiser’s Edge or similar (eg. Salesforce / Microsoft Dynamics), CRM experience.
Advanced knowledge and experience in Excel and/or Access
Demonstrated experience in working and maintaining large customer relationship management database
Demonstrated experience in working and best practice in large customer debit account and credit account banking
Proven, prior experience in a busy customer service environment and role
Demonstrated experience dealing with data manipulation and analytics tools
Prior experience in a role handling high levels of administration of tasks and multi-tasking
SQL coding and experience with database management systems would be an advantage.
Qualifications/Accreditations:
Tertiary qualification/s in relevant & related discipline, desirable.
Qualifications and/or experiences in data analysis, data mining and analytics disciplines are weighted highly.
Personal Behaviours & Attributes:
Commitment to Save the Children South Africa’s purpose and values.
Strong commitment to providing high levels of customer service (both internal and external stakeholders).
Initiative, flexibility and ability to work independently as well as in a team.
High levels of self-motivation and initiative.
Quality orientation and attention to detail.
Ownership and accountability of one’s work.
High levels of confidentiality and integrity (relating to both data and verbal communication).
Additional Information:
Any offer of employment at Save the Children South Africa will be subject to a satisfactory National Police Record Check and Working with Children Check, where applicable.
Employees must sign onto Save the Children South Africa’s Child Protection Policy and Code of Conduct.
Ongoing performance & employment will be measured against KPI’s, values and demonstrated behaviours outlined above.