Supporter Communications Specialist

The Supporter Communications Specialist is responsible for deepening OUTA’s relationship with its supporters and donors through targeted, segmented communications. This role focuses on understanding OUTA’s supporter base, segmenting the database, and crafting tailored communication strategies that make every supporter feel valued, informed, and integral to OUTA’s mission.

By delivering personalised communication journeys, the Supporter Communications Specialist plays a critical role in retaining existing donors and nurturing potential supporters toward becoming active contributors. This role ensures that every supporter and donor interaction strengthens OUTA’s community and enhances long-term loyalty.

• Analyse OUTA’s supporter and donor database to identify audience segments based on demographics, donation history, engagement levels, and interests.
• Continuously refine and update segmentation criteria to ensure communications are relevant, timely, and personalised.
• Work with the Supporter Engagement & Growth Manager to gather insights and data analysis that inform segmentation strategies and engagement priorities.
• Develop and maintain supporter personas to guide communication tone, style, and frequency.
• Design and implement tailored supporter journeys for different segments, including active donors, lapsed donors, and potential supporters.
• Plan and execute communication strategies that nurture relationships across the supporter lifecycle, from first engagement to long-term loyalty.
• Collaborate with the Supporter Engagement & Growth Manager to ensure supporter journeys align with OUTA’s broader growth objectives.
• Implement both automated and personalised communication flows (email, SMS, WhatsApp) to ensure consistent and meaningful engagement.
• Create and deliver engaging, segmented content aimed at retaining existing supporters and making them feel connected and integral to OUTA’s work.
• Develop nurturing campaigns that guide potential supporters along the path to becoming active donors.
• Work closely with the Writer/Editor to ensure messaging aligns with OUTA’s voice, tone, and brand guidelines.
• Manage and maintain the supporter communication calendar, ensuring consistent, timely messaging that keeps OUTA’s supporters informed and engaged.
• Work with the Brand Manager and Call Centre Manager to coordinate integrated supporter acquisition and retention campaigns.
• Ensure messaging and supporter journeys are consistent across digital campaigns, community management, and supporter communications.
• Collaborate on storytelling and campaign messaging that drive engagement and conversions.
• Track, measure, and report on the performance of supporter communications, including engagement rates, retention metrics, and conversion outcomes.
• Provide regular reports to the Supporter Engagement & Growth Manager, identifying trends, insights, and areas for improvement.
• Use data-driven insights to continuously refine segmentation, messaging, and communication timing for optimal results.
• Ensure all data usage and supporter engagement practices comply with POPIA and OUTA’s data protection policies.