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About the Role

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. 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.

Responsibilities

Develops vision, annual strategies, forecasts, budgets, performance targets, and investment recommendations for the loyalty portfolio.
Leads audience-centered strategies that strengthen donor experience, optimize performance, grow donor value, and accelerate movement through the donor pipeline.
Advances innovation through testing, segmentation, tiering, and continuous data-driven improvement initiatives.
Turns first-time supporters into lifelong donors and drives consecutive giving.
Oversees loyalty team operations, external partner relationships, and staff leadership and development.
Drives strategies to solicit, cultivate, steward, and deepen engagement in collaboration with Integrated Channel Marketing.
Partners with stakeholders on conversion pathways to becoming sustainers, midlevel, legacy, and high-value donors.
Drives key outcomes by partnering across IGSP, Market Research, Data & Analytics, Legacy Giving, and other cross-functional units.
Builds organizational alignment and ensures execution of loyalty growth priorities.
Pursues strategic opportunities that create long-term value by identifying and developing new audience segments or donors.
Builds trust and loyalty with potential and existing donors.
Designs, develops, and delivers the donor engagement strategy.
Secures reliable, sustainable, and efficient resources.
Drives awareness and consideration through brand positioning.
Deploys and champions the latest technological systems and capabilities.
Identifies, communicates, and leads the function's strategy and action plan.
Crafts and develops renewal strategy based on donor type.
Applies strategic insight into industry and donor trends to develop the CX strategy.
Translates CX strategy into a business plan and annual targets.
Spots potential improvements in existing business practices and brings forward innovative solutions.
Develops and delivers projects within the organization's change management program.
Develops and/or delivers budget plans.
Develops tactical plans for optimizing resources and assets.

Requirements

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.
Strong ability to identify audience segments, growth opportunities, and conversion pathways.
High emotional intelligence and 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.
Collaborative leadership, management, coaching, and development of diverse staff.
Applies expertise to quickly and effectively establish trust internally and with external partners.
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.
Effectively builds strong stakeholder relationships.
Asks questions to encourage others to think differently and enrich analyses of complex situations.
Accurately defines key elements of complex, ambiguous situations.
Creates new and better ways for the organization to be successful.
Takes a broad view when approaching issues, using a global lens.
Consistently achieves results, even under tough circumstances.
Builds partnerships and works collaboratively with others to meet shared objectives.
Develops and delivers multi-mode communications that convey a clear understanding of unique needs of different audiences.
Recognizes the value that different perspectives and cultures bring to an organization.
Adapts approach and demeanor in real time to match shifting demands of different situations.
Gains the confidence and trust of others through honesty, integrity, and authenticity.
Operates effectively, even when things are not certain or the way forward is not clear.
Sees ahead to future possibilities and translates them into breakthrough strategies.
Holds self and others accountable to meet commitments.
Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Handles conflict situations effectively, with a minimum of noise.
Paints a compelling picture of the vision and strategy that motivates others to action.
Rebounds from setbacks and adversity when facing difficult situations.
Planning and prioritizing work to meet commitments aligned with MSF-USA goals.
Interprets and applies understanding of key financial indicators to make better business decisions.
Anticipating and adopting innovations in organizational digital and technology applications.
Ability and skill to determine and analyze trends from data collected.
Ability and skill to plan and manage small project work assignments.
Ability to communicate and deliver information verbally in a clear, concise, and compelling manner.
Applying knowledge of MSF-USA and the marketplace to advance the organization’s goals.
Manages the Loyalty Giving team, including setting strategy, coaching staff, and building team capability.
Conducts performance reviews, sets goals, and supports career development.
Oversees external partners supporting loyalty initiatives.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Minimum 7 years of progressive annual giving, mass market, or direct response fundraising experience.
Substantial experience leading retention, donor loyalty, and value growth strategies at scale.
Demonstrated experience across midlevel giving and low-dollar donor programs.
Demonstrated success setting strategic direction, delivering measurable revenue, file growth, and donor outcomes.
Proven track record managing significant revenue and expense budgets, forecasting, and ROI analysis.
Deep and broad experience with one-time giving retention and acquisition channels.
Demonstrated success designing and optimizing donor journeys.
Experience evaluating fundraising programs and launching new initiatives.
Strong analytical skills with demonstrated experience interpreting data and translating insights into program decisions.
Mastery of key loyalty, retention, and donor value KPIs.
Experience using audience segmentation, donor insights, and predictive or propensity models.
Demonstrated track record managing vendor and agency partnerships.
Minimum two years’ experience managing teams.
Collaborative approach to working across functions.
Excellent storytelling, presentation, persuasive written and verbal communication skills.
Knowledge of fundraising systems such as Salesforce NPSP and SFMC.
Experience building bridge or transition programs.
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.
Must be available to travel as required for vendor partner meetings, industry conferences, and occasional engagement with MSF medical projects.

Skills

Loyalty marketing
Donor progression
Donor journey strategy
Audience segmentation
Data-driven decision-making
Project management
Organizational skills
Financial acumen
Storytelling
Presentation skills
Written communication
Verbal communication
Salesforce NPSP
Salesforce Marketing Cloud (SFMC)

Location

Work Type

Full-time

Experience Level

Minimum 7 years of progressive annual giving, mass market, or direct response fundraising experience
Minimum two years’ experience managing teams

Salary/Compensations

$124,356 - $155,432

About the Company

Doctors Without Borders/Médecins Sans Frontières (MSF) is an independent international organization that provides medical care to the people who need it most.
The organization cares for people affected by conflict, disease outbreaks, disasters, and social exclusion in more than 70 countries.
MSF offers medical humanitarian assistance solely based on need, regardless of race, ethnicity, religion, or politics.
Our international project teams include medical, logistical, and administrative staff, most of them hired locally and working with their own communities.
Our actions are guided by medical ethics and the principles of independence, impartiality, and neutrality.
We also bear witness and speak out about the experiences of our colleagues and patients.
MSF USA is one of 24 sections supporting the global movement, primarily through staff recruitment, fundraising, advocacy, and communications.
We welcome candidates who bring a wide variety of backgrounds and experiences to join us in working toward MSF’s social mission.

Equal Opportunity

MSF-USA is dedicated to creating a diverse, impartial, and inclusive workforce.
We are an equal opportunity employer and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, disability, marital status, pregnancy status, veteran status, genetic information, or any other differences as per applicable laws.
We seek a diversity of experience and skills for our workplace and encourage people from all backgrounds to apply to our openings.
We also provide reasonable accommodations for individuals with disabilities or religious beliefs and practices.
We strongly encourage individuals from underrepresented communities in the Humanitarian Aid sector to apply.
All Employees and Representatives of MSF USA have a duty to treat the individuals, families, and communities with whom we interact and serve with dignity and respect, and to ensure their safety and protection.
We are committed to fostering a workplace and organizational culture that is safe, inclusive, and free from harassment, abuse, exploitation, and discrimination.
This commitment is supported by policies and procedures that promote an environment where misconduct and abuse are not tolerated.
Employment may be contingent upon satisfactory reference checks and/or background screening appropriate to the responsibilities of the role.