Senior Executive, Client Account

We currently work with some of the leading NGOs globally and we take our commitments to them seriously. You will strengthen our already existing relationships whilst supporting the Client Servicing Director in cultivating new partnerships.

This role will see you focused on our clients in Indonesia and providing operational support to strengthen our fundraising programs in Indonesia.

On a day-to-day basis, you will work directly with clients to ensure we meet our clients' strategic targets, ensure their programs are being managed effectively, and drive key initiatives. You will ensure that deadlines are met, support in managing any complaint issues against agreed SLAs, and ensure the prompt response to client requests. Month to month, you will be attending client reviews, understanding in detail their program performance, and working with the clients and Client Servicing Director to initiate any actions deemed necessary to maintain and improve the performance of their programs.

The person:

You would need to be comfortable being very hands on, prepared to adapt to a fast paced and environment. You will be an open, transparent, and clear communicator. You put our clients' issues and program development at the top of your agenda and have a creative and solution-focused approach to problems. You can grasp our clients' needs and be able to think and brainstorm analytically to fill them. You are agile and able to move across multiple priorities with ease, whilst maintaining a calm and thoughtful disposition.

You will have a strong logical, analytical and creative mindset, strategic and Entrepreneurial thinking and highly self-motivated.

Major Duties and Responsibilities

• Work closely with Client Servicing Director to create and implement key strategies for Indonesian clients to improve profitability and strengthen relationships.
• Advise clients on processes and initiatives that improve their programmes alongside the Client Servicing Director
• Prepare weekly, monthly and quarterly client reviews to meet our clients' objectives
• Coordinate with clients and sales team for campaign training and office visualisation ensuring high turnout of staff
• Support in Conducting Welcome Calls for newly recruited donors
• Support with data processing where needed
• Regularly report and review all client collaterals to ensure updates to the inventory system
• Act as the key contact point when needed for our client management team
• Be the key escalation point for our clients when needed
• Support the regional Client Servicing Director, managing calendars and engagements with key stakeholders and clients
• Analyse the reports of event performance, sales performance, attrition performance, quality assurance, and analysis and work with the Client Servicing Director to implement and drive key initiatives to improve the profitability of each programme
• Work closely with relevant internal teams to create and launch activation campaigns, client toolkits, training, and scripting
• Develop and maintain a trusted relationship with existing clients, connect with key business executives and stakeholders
• Provide customer support when needed
• Effectively engage with different departments to ensure smooth and professional execution of client programmes and initiatives
• Maintain an up-to-date understanding of industry standards, trends, and innovations

Job Requirements:

• Preferably 2-3 years of experience in accounts management, customer service, or management role
• Experience in the fundraising sector is mandatory
• Strong Skills across MS Office applications
• Strong demonstrable relationship building skills
• Demonstrable ability to build and create a strong team environment
• Client-focused and results-oriented team player with the highest standards of ethical and professional behaviour
• Strong presentation and interpersonal skills
• Demonstrate passion, teamwork, a strong desire to learn, and driven by the pursuit of excellence
• Agile, flexible, and able to manage multiple priorities and tasks