Associate Director, Loyalty Giving

Medecins Sans Frontieres (Doctors Without Borders) - United States•New York, NY

2d•$124,356 - $155,432

About The Position

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, increasing revenue and long-term donor value. Reporting to the Senior Director, Individual Giving & Strategic Philanthropy, the 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 the vision, annual strategies, forecasts, budgets, performance targets, and investment recommendations for the loyalty portfolio in support of broader Individual Giving & Strategic Philanthropy revenue goals. Drawing on donor insights, market research, giving trends, analytics, and industry best practices, the role leads audience-centered strategies to improve donor experience and performance, grow donor value, and advance donors through the pipeline. It also promotes innovation through testing, segmentation, tiering, and continuous data-driven improvement, with a focus on turning first-time supporters into lifelong donors and encouraging consecutive giving. The role oversees loyalty team operations, external partner relationships, and staff leadership and development. In collaboration with Integrated Channel Marketing, it implements omnichannel campaigns and informs donor acquisition strategy, while leading efforts to solicit, cultivate, steward, and deepen donor engagement. The Associate Director partners with stakeholders on pathways to sustainer, midlevel, legacy, and high-value giving, and works closely with teams across Individual Giving & Strategic Philanthropy, Market Research, Data & Analytics, Legacy Giving, and other functions to align and deliver loyalty growth priorities. The position manages the Loyalty Giving team, currently including manager-level staff. It conducts performance reviews, sets goals, supports career development, and may oversee external partners, including contract negotiation, performance management, and quality oversight. Travel is required as needed for vendor meetings, industry conferences, and occasional engagement with MSF medical projects.

Requirements

At least 7 years of progressive annual giving, mass market, or direct response fundraising experience, including substantial experience leading retention, donor loyalty, and donor value growth strategies at scale.
Experience across both midlevel giving and low-dollar donor programs, with success retaining, converting, and upgrading donors through the pipeline.
Success setting strategic direction and delivering measurable revenue, file growth, and donor outcomes while influencing senior and cross-functional stakeholders.
Experience managing significant revenue and expense budgets, forecasting, and return-on-investment analysis.
Deep experience with one-time giving retention and acquisition channels, including direct mail, digital, telemarketing, peer-to-peer texting, and DRTV.
Experience designing and optimizing donor journeys to strengthen retention, grow donor value, and improve file health.
Experience evaluating fundraising programs, launching initiatives from ideation through implementation, and developing new business practices.
Strong analytical skills, including interpreting data and translating insights into program decisions, and mastery of 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.
Experience managing vendor and agency partnerships, negotiating contracts, and holding partners accountable for performance and quality.
At least 2 years of team management experience, including setting strategy, coaching staff, and building team capability over multiple years; demonstrated 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 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.
Availability to travel as required for vendor partner meetings, industry conferences, and occasional engagement with MSF medical projects.

Nice To Haves

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 nonprofits and similar sectors.

Responsibilities

Lead strategies to retain, reactivate, upgrade, and convert low-dollar and midlevel one-time donors, with the aim of increasing revenue and long-term donor value.
Develop the vision, annual strategies, forecasts, budgets, performance targets, and investment recommendations for the loyalty portfolio.
Use donor insights, market research, giving trends, analytics, and industry practices to improve donor experience, portfolio performance, donor value, and progression through the donor pipeline.
Advance testing, segmentation, tiering, and data-driven improvement initiatives, including strategies to turn first-time supporters into lifelong donors and encourage consecutive giving.
Oversee loyalty team operations, external partner relationships, and staff leadership and development.
Collaborate with Integrated Channel Marketing to implement omnichannel campaigns and inform donor acquisition strategy.
Lead strategies to solicit, cultivate, steward, and deepen donor engagement.
Partner with stakeholders to develop donor conversion pathways to sustainer, midlevel, legacy, and high-value giving.
Coordinate with Individual Giving & Strategic Philanthropy, Market Research, Data & Analytics, Legacy Giving, and other cross-functional units to align and deliver loyalty growth priorities.
Set the function’s strategy and action plan, communicate its connection to MSF’s mission, vision, and values, and motivate others to achieve results.
Develop donor renewal and donor experience strategies, translate donor and industry insights into business plans and annual targets, and optimize resources and assets.
Identify improvements and develop innovative initiatives, taking projects from ideation through implementation.
Manage significant revenue and expense budgets, forecasting, and return-on-investment analysis.
Manage and develop the Loyalty Giving team, including performance reviews, goal setting, coaching, and career development.
Oversee external partners supporting loyalty initiatives, including contract negotiation, performance management, and quality oversight.
Travel as required for vendor partner meetings, industry conferences, and occasional engagement with MSF medical projects.
Build stakeholder relationships, manage complex and ambiguous situations, collaborate across teams, communicate effectively, and ensure accountability for results.