Associate Director - Loyalty Giving

ROLE OVERVIEW
The Associate Director, Loyalty Giving leads MSF-USA’s strategy to retain, reactivate, upgrade, and convert one-time donors across low-dollar and midlevel audiences to increase revenue and long-term donor value. Reporting to the Senior Director, Individual Giving & Strategic Philanthropy (IGSP), this role serves as a strategic lead and subject matter expert in loyalty marketing, donor progression, and donor journey strategy, representing loyalty giving internally and across the MSF Movement.

The Associate Director develops vision, annual strategies, forecasts, budgets, performance targets, and investment recommendations for the loyalty portfolio, contributing to broader IGSP revenue goals. Using donor insights, market research, giving trends, analytics, and industry best practices, the role leads audience-centered strategies that strengthen donor experience, optimize performance, grow donor value, and accelerate movement through the donor pipeline. The role also advances innovation through testing, segmentation, tiering, and continuous data-driven improvement initiatives. A key focus of the role is turning first-time supporters into lifelong donors and driving consecutive giving.

This role oversees loyalty team operations, external partner relationships, and the leadership and development of staff. Working in strong collaboration with Integrated Channel Marketing to implement omnichannel campaigns and inform donor acquisition strategy, the Associate Director drives strategies to solicit, cultivate, steward and deepen engagement. They partner with stakeholders on conversion pathways to becoming sustainers, midlevel, legacy and high-value donors. They team closely across IGSP, Market Research, Data & Analytics, Legacy Giving and other cross-functional units to drive key outcomes. The role builds organizational alignment and ensures execution of loyalty growth priorities to deliver results. 

DEPARTMENT ACCOUNTABILITIES
Prospecting
Pursue strategic opportunities in coherence with MSF-USA's strategy that create long-term value for the movement by identifying and developing new audience segments or donors for its mission.

Donor Cultivation, Engagement and Management
Build trust and loyalty with potential and existing donors. At the simplest level, update donors on activities. At a more complex level, build long-term relationships with key donors and key donor segments. Take overall responsibility for designing, developing, and delivering the donor engagement strategy. May be through channels or through personal relationships.

Fundraising
Secure reliable, sustainable and efficient resources in alignment with MSF-USA commitments.

Brand Positioning
Drive awareness and consideration through brand positioning based on the brand strategy and implement brand plans.

Best-in-Class Fundraising Systems and Capabilities
Deploy and champion the latest technological systems and capabilities that push the boundaries of what Development can produce for its donors.

ROLE SPECIFIC OUTCOMES
Leadership and Direction
Identify, communicate, and lead the function's strategy and action plan within a business area or department; while explaining how it ties in to MSF’s mission, vision, and values. Inspire and motivate others to drive commitment – and achieve extraordinary results.

Donor Renewal 
Craft and develop renewal strategy based on the donor type, focusing on specific elements within a service interaction.

Donor Experience Strategy
Apply strategic insight into industry and donor trends, working with the marketing function to integrate those insights into the development of the CX strategy, then translating this strategy into a business plan and annual targets.

Improvement and Innovation 
Spot potential improvements in our existing business practices and bring forward innovative solutions. Develop and deliver these projects within the organization's change management program, working with guidance from senior colleagues.

Budget
Develop and/or deliver budget plans with guidance from senior colleagues.

Strategy Formation and Implementation 
Develop tactical plans for optimizing resources and assets being managed within a given area or department.

These core accountabilities should not be construed to contain every function or responsibility that may be required to be performed by an incumbent in this job. Incumbents are required to perform other functions as assigned.

COMPLEXITY AND PROBLEM-SOLVING SKILLS
•    Proficient in specialist field or discipline gained through deep and broad experience of concepts and principles.
•    Excels at both big-picture critical thinking and day-to-day execution. Results-oriented with a data-driven decision-making approach.
•    Unintimidated by ambiguity. Decision-making requires use of judgment and development of new or improved procedures and translating policy into operational plans.
•    Able to balance short-term revenue, donor experience, and long-term donor value when making strategic decisions across the donor pipeline.
•    Strong ability to identify audience segments, growth opportunities, and conversion pathways, and translate them into actionable strategies.
•    High emotional intelligence and the ability to connect and communicate with a diverse range of personalities. Highly developed skills to motivate, inspire and persuade.
•    Integrates and coordinates relationships within the organization; significant impact on results.
•    Collaborative leadership, management, coaching and development of diverse staff
•    Applies expertise to quickly and effectively establish trust internally and with external partners, acting as an authority to orient MSF USA around delivering to the key needs of stakeholders and donors.
•    Team player with strong project management and organizational skills; openness to feedback and desire to grow.
•    Financial acumen and disciplined approach to managing budget with integrity.
•    Stays abreast of new trends and open to new ways of working.

BEHAVIORAL COMPETENCIES
People Focus and Network Building
Effectively builds strong stakeholder relationships, both inside and outside the organization, while delivering stakeholder-centric solutions. For example, solicits stakeholder feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with stakeholder needs; makes connections to help people build their own network.

Manages Complexity
Asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.

Cultivates Innovation
Creates new and better ways for the organization to be successful. For example, motivates others to find new and better ways to address challenges; provides support and resources for promising ideas. Encourages people to incorporate varied perspectives to strengthen the innovation process.

Global Perspective
Takes a broad view when approaching issues, using a global lens. For example, encourages others to view challenges from a broad and global perspective; understands implications of global events and trends. Ensures that the team operates effectively in both local and global contexts, adjusting approach, as needed.

Drives Results
Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.

Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, encourages coworkers and external partners to work together as a team, and makes sure they get credit for doing so. Encourages people to share their honest views, responds in a non-defensive way when they do.

Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others’ input and perspectives, asks questions, and summarizes to confirm understanding.

Values Differences
Recognizes the value that different perspectives and cultures bring to an organization. For example, provides clear messages about the business value of diversity; urges people to learn from diverse perspectives. Is sensitive to differences in norms, expectations, and ways of communicating.

Situational Adaptability
Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.

Instills Trust
Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, models honesty and authenticity and encourages others to be up front with one another. Demonstrates reliability and places a strong emphasis on the team meeting its commitments. Fairly represents others’ positions.

Manages Ambiguity
Operates effectively, even when things are not certain or the way forward is not clear. For example, remains calm and positive and keeps others focused during transitions or chaotic situations. Provides coaching or support to keep people moving forward despite incomplete information.

Strategic Mindset
Sees ahead to future possibilities and translates them into breakthrough strategies. For example, provides a clear picture of the organization’s vision and strategy and what the team needs to do to realize them. Develops longer-term strategies that capitalize on the organization’s distinct capabilities and emerging trends in the market.

Ensures Accountability
Holds self and others accountable to meet commitments. For example, measures and tracks team’s and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.

Builds Effective Teams
Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. For example, mentors others on how to build effective teams; takes actions to correct dysfunctional teams. Ensures that the team has the right mix of skills; leverages individual strengths effectively.

Manages Conflict
Handles conflict situations effectively, with a minimum of noise. For example, responds quickly and constructively to emerging conflicts; redirects those who engage destructively in conflicts; seeks mutually agreeable outcomes. Maintains positive and constructive relationships, even under heated disagreements.

Drives Vision and Purpose
Paints a compelling picture of the vision and strategy that motivates others to action. For example, makes the vision real for others and encourages people to buy in; paints an engaging and illuminating picture of future possibilities for the team. Gives people an understanding of how their efforts and contributions make a positive difference.

Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people’s failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.

TECHNICAL COMPETENCIES
Plans & Aligns
Planning and prioritizing work to meet commitments aligned with MSF-USA goals.

Financial Acumen
Interprets and applies understanding of key financial indicators to make better business decisions.

Tech Savvy
Anticipating and adopting innovations in organizational digital and technology applications.

Data Collection and Analysis
The ability and skill to determine and analyze trends from data that is collected to assist in compiling reports that will help in decision-making.

Project Management Skills
The ability and skill to plan and manage small project work assignments within desired cost, time and quality parameters.

Presentation and Written Communication Skills
The ability to communicate and deliver information verbally in a clear, concise and compelling manner to other people.

Business Insight
Applying knowledge of MSF-USA and the marketplace to advance the organization’s goals.

SUPERVISORY RESPONSIBILITY
Manages the Loyalty Giving team, currently including manager-level staff. Conducts performance reviews, sets goals, and supports career development. May oversee external partners supporting loyalty initiatives, including contract negotiation, performance management, and quality oversight. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

DESIRED QUALIFICATIONS & EXPERIENCE
At a minimum the role requires:
•    Minimum 7 years of progressive annual giving, mass market, or direct response fundraising, including substantial experience leading retention, donor loyalty, and value growth strategies at scale.
•    Demonstrated experience across both midlevel giving and low-dollar donor programs, with success retaining, converting, and upgrading donors through the pipeline. 
•    Demonstrated success setting strategic direction, delivering measurable revenue, file growth, and donor outcomes, and influencing senior and cross-functional stakeholders.
•    Proven track record managing significant revenue and expense budgets, forecasting, and return-on-investment analysis.
•    Deep and broad experience with one-time giving retention and acquisition channels including direct mail, digital, telemarketing, peer-to-peer texting, and DRTV. 
•    Demonstrated success designing and optimizing donor journeys that strengthen retention, grow donor value, and improve file health.
•    Experience evaluating fundraising programs, launching new initiatives from ideation through implementation, and developing new business practices.
•    Strong analytical skills with with demonstrated experience interpreting data and translating insights into program decisions, and mastery of key loyalty, retention, and donor value KPIs.
•    Experience using audience segmentation, donor insights, and predictive or propensity models to inform targeting, investment, and donor movement strategies.
•    Demonstrated track record managing vendor and agency partnerships, negotiating contracts, and holding partners accountable to performance and quality standards.  
•    Minimum two years’ experience managing teams, including setting strategy, coaching staff, and building team capability over multi-year horizons; proven leadership and motivation skills.
•    Collaborative approach to working across functions, especially with audience and channel colleagues. 
•    Excellent storytelling, presentation, persuasive written and verbal communication skills, including experience presenting fundraising strategy and results to senior leaders, making the case for investment, and representing an organization externally.
•    Knowledge of fundraising systems such as Salesforce NPSP and SFMC to support reporting and business needs.

Preferred
•    Experience building bridge or transition programs that move donors to higher-value relationship pathways.
•    Knowledge of charitable giving vehicles and emerging ways to give.
•    Working knowledge of project management systems and productivity tools.
•    Experience working for an emergency aid organization and/or agencies serving large non-profits and similar sector. 

TRAVEL REQUIREMENTS
Must be available to travel as required for vendor partner meetings, industry conferences, and occasional engagement with MSF medical projects.

COMPENSATION
$124,356 - $155,432

In alignment with MSF USA's compensation framework, new hires will be offered between the salary range provided above based on relevant experience, skills, and internal equity.