S/He is responsible for managing and optimizing donor databases and CRM systems to ensure data accuracy, support donor retention initiatives, and enhance fundraising operations through process improvements and system enhancements.
Responsibilities:
Donor Database Management
Maintain and administer the donor database/CRM system, ensuring data accuracy, completeness, and consistency.
Oversee donor records, donation transactions, payment information, campaign responses, and communication preferences.
Perform regular data cleansing, validation, de-duplication, and quality assurance activities.
Ensure donor information is updated and maintained according to established procedures / policies and comply with data privacy regulations.
Donor Retention Operations Support
Support daily donor retention and donor service operations through effective database management.
Monitor donation processing and donor record updates to ensure accuracy and timeliness.
Work closely with frontline teams to resolve data and operational issues.
Develop and maintain operational procedures and user guidelines.
Workflow Improvement & System Enhancement
Review and streamline workflows related to donor enquiries, hotline operations, donation processing, acknowledgements, and follow-up communications.
Identify opportunities for process automation and operational efficiency.
Coordinate system enhancements, testing, and implementation with internal and external stakeholders.
Donor Journey & Segmentation
Support the development and implementation of donor lifecycle and retention journeys.
Create and manage donor segmentation criteria for targeted communications and campaigns.
Evaluate donor engagement and retention performance and recommend improvements.
Support stewardship initiatives through data-driven audience selection and analysis.
Reporting, Analytics & Insights
Prepare regular and ad hoc reports on fundraising performance, donor trends, income analysis, and campaign effectiveness.
Develop and maintain management dashboards and data visualizations using tools such as Power BI, Excel, or CRM reporting tools.
Support monthly, quarterly, and annual reporting requirements for management, committees, and stakeholders.
Ensure the timely delivery of accurate data for decision-making and strategic planning.
Analyze donor behaviour, giving patterns, retention rates, attrition trends, campaign performance, and donor lifetime value.
Develop donor segmentation models to support targeted fundraising and engagement initiatives.
Provide actionable insights and recommendations to fundraising teams based on donor and campaign data.
Monitor key fundraising KPIs and identify opportunities to improve donor acquisition, retention, reactivation, and upgrade performance.
Others
Requirements:
Degree holder in Business Administration, Information Systems, Data Analytics, Marketing, Statistics, Data Science or related disciplines.
Minimum 8 years' relevant experience in donor database management, CRM administration, fundraising operations, or business analytics.
Hands-on experience with donor databases, CRM systems or nonprofit fundraising platforms, such as Dynamics 365, Salesforce, Raiser's Edge, or equivalent systems. Experience with Salesforce is highly desirable.
Proven experience in data quality management, reporting, and process improvement.
Experience in NGO, fundraising, membership or customer service is an advantage.
Strong proficiency in Excel, including Pivot Tables, Power Query, and advanced reporting functions.
Knowledge of Power BI, SQL, or other business intelligence tools is preferred.
Understanding of data structure, data governance, data quality management, reporting methodologies, and privacy requirements.
Strong analytical and problem-solving skills.
Meticulous attention to detail and data accuracy.
Proactive, organised, improvement-oriented and a good team player.
Commitment to Oxfam’s mission and values is a must.
Why Join Us
At Oxfam Hong Kong, our culture is shaped by our values, which reinforce what we care about and how we do things. Our five core values are: Justice, Empowerment, Inclusiveness, Accountability and Innovation. Learn more about Oxfam Hong Kong: https://www.oxfam.org.hk.
How to Apply
Closing date for application: 3 October 2026
Please send your application letter and resume, including current and expected salary and date of availability, to Human Resources Manager by email at ••••@oxfam.org.hk.
Oxfam is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and promoting the welfare of children, young people and adults. Oxfam expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us. Note: All offers of employment will be subject to satisfactory references and may be subject to appropriate screening checks, which can include criminal records and terrorism finance checks.
(Data collected will only be used to process job applications. Applicants who are not invited for an interview within six weeks from the closing date can assume that their application was unsuccessful. All related information will be kept up to 12 months, and all personal data will be destroyed afterwards.)
Oxfam Hong Kong is an equal opportunities employer