Experience

World Vision New Zealand

• New Zealand
• Non-profit Organizations
• 1 - 100 Employee

• Head of Supporter Engagement

  • Jul 2019 - Present

  - managed 25% of organisation's workforce- delivered 30% of sales across retail, telemarketing, email and direct mail channels- raised $4M of cash income in 2021- worked on retention of all existing customers - covering a database of approximately 40,000+ donors- developed product portfolio - including subscription and single purchase products- led and managed insights used to inform marketing decisions- delivered all customer facing communication and creative development across multiple mediums - managed customer service, including inbound and outbound calls, chats and email



World Vision

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Senior Advisor, Child Sponsorship Marketing & Engagement

  • Dec 2015 - Present

  - built customer experience for global market including more than 20 organizational branches- created content management plan for mobile first customer journeys- mapped data points for marketing experience - led work on product development - defining guidelines, frameworks and standards - built customer experience for global market including more than 20 organizational branches- created content management plan for mobile first customer journeys- mapped data points for marketing experience - led work on product development - defining guidelines, frameworks and standards



World Vision

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Manager - Content, Communications & Stewardship

  • 2012 - 2015

  - led a team responsible for collecting, sourcing, creating, writing and editing customer-facing communications- improved efficiency of content flow to meet demands of internal clients and partners- expanding content and touch-points, championing new sources of content, and maximizing and leveraging existing resources

• Manager - Child Sponsorship Programme Quality

  • 2011 - 2012

  - monitored performance against standards, highlighting trends and insights - led dashboard monitoring including data gathering and analysis and identification of risks and opportunities- summarized information concisely, advised senior leaders and addressed gaps evident in monitoring reports- developed improved business processes, strategies, business goals, objectives and plans ensuring alignment with partnership strategies, goals, objectives and plans- responsible for over 600,000 children registered in international humanitarian community programmes- facilitated cross-cutting working groups

• Manager - International Development (Latin American & the Caribbean)

  • 2007 - 2011

  - managed 40 simultaneous international humanitarian community programmes and projects totaling US$10M- provided high-quality and timely support to international humanitarian community programmes- coached and mentored local staff in strategy, operations and funding- liaised with community programmes on behalf of international donors and partners- enabled and encouraged mutual learning by disseminating information on promising best practices that enhanced program quality and integration- ensured international humanitarian community programmes meet Child Well-Being standards- worked closely with international humanitarian community programmes to improve sponsorship management and community participation - ensured that local programmes integrated, implemented, monitored and evaluated new initiatives

• Officer - Regional Communications (Latin America & the Caribben)

  • 2006 - 2007



World Vision

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Coordinator - Volunteers Customer Relationship Management

  • 2003 - 2004

• Coordinator - Fundraising Volunteers

  • 2002 - 2003