Sponsorship Associate

**Careers That Empower Young Dreamers**

When you make a decision to work with Children Believe you’re not just doing something great for your career, you’re helping empower children around the world to access education, pursue their dreams and be a voice for change. We know there are lots of career options for talented, top performers like you, but not many offer the opportunity to help children live and dream fearlessly. Children Believe is currently recruiting for the following position:
**Sponsorship Associate - Canada Office**

***The Sponsorship Associate (SA) is responsible for providing sponsorship support and technical guidance to our countries of operation. The SA is required to build expert knowledge on the sponsorship administration of the country/countries assigned to add value to the sponsor experience by focusing on all service deliverables related to child information and child correspondence. The position takes ownership of issues related to their countries of expertise, identifying solutions, advising management of obstacles and providing recommendations for resolution, and acts as the primary advocate for improving the relationships with the country offices. The SA will represent the voice of the donor to the country office and be proactive in anticipating donor concerns, reactions, questions and complaints.

**This role includes, but not limited to**:
**Country Office Communication** 30%:

- Act as the first point of contact for Donor Care Associates and Country Office (CO) employees for issues relating to sponsorship management.
- Provide technical guidance to assigned Country Office(s) for our CRM, MS Excel/Word and other software tools.
- Monitor Country Office sponsorship KPIs in order to provide support, identify trends and take appropriate steps to acknowledge areas of strength as well as address areas for improvement.
- Follow up on outstanding issues in Country Office(s) and resolve within stipulated timeframes.
- Provide support to the CO Sponsorship Manager for the training of CO-based Sponsorship Administrators.
- Analyze CO sponsorship management productivity reports and develop appropriate interventions to improve performance and results; for example, review Communication Overdue reports and develop a strategy to reduce overdue communications in collaboration with CO sponsorship colleagues.
- Prepare and execute program graduations according to the graduation policy and procedures.
- Monitor issues of child protection and medical needs.
- Support other CO needs regarding child information as needed.

**Child Correspondence** - 40%
- Receive, assess and distribute CO packages of child correspondence to sponsors in a timely manner.
- Perform quality assurance of correspondence and maintain commitment to Key Performance Indicators.
- Review child correspondence to ensure the child protection policy is being followed.
- Notify Country Office colleagues of issues arising from packages received and provide guidance and coaching.
- Support our digital forward strategy by assisting with the use of new technologies and software relating to tools we use for child correspondence, including loading child correspondence to the donor portal, testing, providing guidance to CO teams for scanning best practices of child letters, etc.
- Ensure outgoing electronic files to vendors are accurate, formatted correctly, and that the correct naming convention is applied.

**Child Information** - 20%:

- Process all child corrections and subsititutions in our CRM to keep sponsors up to date about their sponsored child(ren).
- Support the print & digital production of all sponsorship booklets for new sponsors, subsititutions, program graduations, pre-notifications, etc.
- Support all donor inquiries regarding their sponsored child by orgainizing documents and completing follow ups with country office sponsorship teams. This includes reviewing inquiry responses for completeness and asking clarifying questions as needed.
- Maintain a stipulated level of enrolled and unassigned children for each country of operation.
- Continuously monitor the quality of child data in CRM and Children Believe’s website to ensure quality standards are met.
- Resolve quality issues in an appropriate and timely manner.

**Other** - 10%
- Prepare and provide sponsorship packages/materials to support FD&C campaigns and events when required.
- Assist with the coordination of sponsor visits.
- Support the day-to-day tasks for our Affiliate partners when team members are away.
- Support our Leave No Donor Behind initiative by assisting with projects, testing new features, investigating new technologies, and helping to transition our sponsorship program to be more digitally friendly.
- Comply with all Children Believe policies and procedures.
- Other related duties as assigned.
- Minimum post-secondary diploma
- Minimum 2 years of related work experience
- Demonstrated ability to provide superior customer service; knowledge