Member Experience and Retention Marketing Manager

Help Build a Community That Protects Nature

Every supporter who stands with WWF helps protect forests, oceans, wildlife and our climate. At WWF-Singapore, we’re looking for a strategic, data-driven marketing leader to strengthen those relationships and inspire lifelong support for nature. As our Member Experience & Retention Marketing Manager, you’ll lead our CRM and supporter lifecycle strategy, creating personalised experiences that deepen engagement, improve retention and maximise donor lifetime value. This role combines customer experience, lifecycle marketing, data and team leadership to deliver measurable conservation impact.

About WWF-Singapore

WWF is one of the world’s leading conservation organisations, working across 100+ countries to protect nature and tackle the most pressing environmental challenges. For more information, please visit wwf.sg.

About The Role:

You will lead WWF-Singapore’s supporter engagement strategy across the full lifecycle, from onboarding and stewardship to retention, upgrades and reactivation. Working closely with fundraising, acquisition, digital and data teams, you’ll use insights, CRM and marketing automation to create seamless supporter journeys and deliver exceptional experiences. You’ll also lead a high-performing team, optimise campaign performance through data and testing, and continuously improve how we engage and retain supporters.

Key Responsibilities

Strategy & Supporter Experience

Develop and deliver WWF-Singapore’s supporter lifecycle and retention strategy.

Design personalised supporter journeys using CRM, segmentation and behavioural insights.

Increase supporter engagement, loyalty and donor lifetime value.

Continuously improve supporter experience across all touchpoints.

Interpret Data and Provide Insights

Analyse retention and engagement data to improve performance.

Define KPIs including retention, churn, and lifetime value.

Drive testing and optimisation across campaigns.

Develop dashboards and reporting for performance tracking.

CRM & Retention Campaign Performance

Plan and optimise multi-channel CRM campaigns across email, SMS, and other engagement channels.

Use data, reporting, and A/B testing to improve campaign performance and supporter outcomes.

Monitor key metrics including retention, engagement, churn and lifetime value

Leadership & Collaboration

Lead, coach and develop a high-performing team.

Partner with internal stakeholders and external agencies to deliver integrated supporter programmes.

Foster a culture of collaboration, innovation and continuous improvement.

What Success Looks Like

In your first 12 months, you will have:

Improved supporter retention, engagement and donor lifetime value.

Enhanced onboarding and stewardship journeys.

Established stronger data-driven optimisation and reporting practices.

Built a high-performing team that delivers measurable supporter and conservation outcomes.

What We’re Looking For

Essential

6+ years’ experience in CRM, lifecycle marketing, customer retention, fundraising or customer experience.

Proven success improving retention, engagement and lifetime value.

Experience developing segmentation, personalisation and multi-channel CRM campaigns.

Strong analytical skills and experience using data to drive decisions.

Experience leading teams and managing cross-functional stakeholders

Desirable

Experience in the nonprofit or purpose-driven sector.

Experience with CRM and marketing automation platforms (e.g. Salesforce, Marketing Cloud, HubSpot or similar).

Experience with donor, membership or subscription programmes.

Why Join WWF-Singapore?

This is an opportunity to lead a strategically important function at one of the world’s most recognised conservation organisations. Your work will directly strengthen the community of supporters that enables WWF to protect nature and create lasting environmental impact.

This job description covers the main tasks. Other tasks may be assigned as necessary according to organisational needs. If you are interested, please complete the Microsoft Form using the following link: https://forms.office.com/e/Me29HbXwNX