Retention Specialist

Description

Position Summary: We are seeking a Retention Specialist to design strategies for retaining members and donors, innovating in products and communications. Key Highlights: 1. Cultivate and strengthen relationships with donors, ensuring their retention. 2. Design data-driven, multichannel communication strategies. 3. Deliver real impact on the humanitarian mission for refugees. **Are you driven to find solutions, anticipate needs, and make a difference when it matters most?** At the **Spanish Committee of UNHCR**, we are looking for a **Retention Specialist** capable of designing data-driven strategies that cultivate and strengthen the commitment of those who support our work every day. Your mission will be to nurture relationships with members, innovating in products, communications, and initiatives that reduce attrition and deepen connections with the life stories of refugees. If you are passionate about analysis, engagement, and purposeful campaigns, here you can generate real impact. **Role and Responsibilities** Cultivate and strengthen relationships with donors, members, and supporters, ensuring their retention and sustaining their long-term financial commitment. Design and implement communication strategies focused on awareness-raising, multichannel delivery, and data-driven insights—strengthening ties with the organization and contributing to the financial sustainability of the Spanish Committee of UNHCR, from a human-centered, mission-focused perspective. **Responsibilities** **1\. Donor Management and Communication** * Create content and materials that foster emotional connection with the mission, reflecting the impact of UNHCR’s work. * Develop engagement initiatives: impact reports, personalized reports, events, and special communications. **2\. Retention Products** * Design and produce new membership retention products and review existing ones to ensure message and brand consistency. * Design and implement engagement initiatives (webinars, podcasts, digital activations, and segmented gifts) to reduce attrition propensity before risk signals appear. * Develop personalized welcome and anniversary packs for members and donors, integrating elements that reinforce belonging and recognize tenure. **3\. Analysis and Continuous Improvement** * Monitor own KPIs: monthly attrition rate by cohort and channel; success rate of rescue interventions; upgrade acceptance ratio (proactive vs. rescue); cost of retention per recovered donor; NPS (Net Promoter Score). * Propose improvements aligned with fundraising trends and continuous learning derived from analyzing supporter behavior. **4\. Coordination with External Providers** * Track and control actions and products across different segments and their respective budgets. * Monitor quality and satisfaction indicators related to members associated with external providers. * Identify opportunities for process improvement in collaboration with providers. **What We Offer?** * **Indefinite contract**, full-time, based at the **Madrid headquarters**. * **Annual salary range:** €25,000 – €28,000 * Evaluation system linked to an **incentive program**. * **Hybrid work model:** up to 8 remote working days per month. * **Summer reduced working hours.** * **Flexible** start and end times. * Continuous **training** and career development. * 30 vacation days per year. * Other benefits. **Context and Organizational Culture:** * **Shared humanitarian mission:** raising awareness, mobilizing resources, and fundraising to protect and improve the lives of refugees—always placing people at the center. * **Collaborative culture:** we foster an environment that values active listening, diversity, and cooperation among technical, operational, and fundraising teams. * **Care and wellbeing:** we promote working relationships grounded in respect, empathy, and mutual support. * **Impact and excellence:** we work rigorously and results-oriented to deliver real, sustainable change for refugees. * **Social innovation:** we encourage creativity, continuous improvement, and adaptability to respond to realities and challenges of forced displacement. The **Spanish Committee of UNHCR** is an association committed to equal opportunities for all individuals. We strive to maintain a collaborative, respectful, and safe workplace. We champion equity, diversity, and the absence of any form of discrimination or violence. Recruitment decisions are based solely on candidates’ competencies and experience, and we value their commitment to the organization’s values. **Required Qualifications:** * University degree in Marketing, Advertising, Communications, Social Sciences, or related fields. * Additional training in retention, customer experience, fundraising, or digital marketing is desirable. * Proficiency in CRM systems, preferably Salesforce, and email marketing or automation tools (e.g., Marketing Cloud or others). **Experience and Competencies:** * Minimum 3 years’ experience in product marketing and/or subscriber relationship management within service-based organizations. * Competence in data analysis, KPI tracking, and report optimization. * Ability to develop and manage products for multiple segments. * Capacity to collaborate across multiple teams, manage multiple projects, and operate effectively in dynamic environments. * Experience in third-sector organizations is highly valued. * Native or equivalent level of Spanish. * English and Catalan are desirable. Compliance with: Values, Vision and Mission, and Security Protocols. DESIRABLE: Certified disability of 33% or belonging to other excluded groups.