Member Service Coordinator

Save the Children is the leading independent organization creating lasting change in the lives of children in need around the world. Save the Children has been operating in Lebanon since 1999 and is recognized for its commitment to accountability, innovation and collaboration.  Save the Children currently implements programs in Child Protection, Education, CRC and Emergency Response throughout Lebanon.   Save the Children is seeking qualified candidates to fulfill the following position for its Lebanon Country Office:   MEMBER SERVICE COORDINATOR – Lebanon Country Office   Main objective As a member of the Senior Management Team (SMT) in the LCO, the Member Services Coordinator shares in the overall responsibility for the direction and coordination of the Country Office.  The Member Services Coordinator in his/her capacity is responsible for providing leadership to ensure excellence in serving members  and their donors, in both emergency and development contexts.   In co-operation with The Lebanon Country Director, Communication and Advocacy Officer and staff at Save the Children’s offices, Save the Children Members, national and international organizations and agencies.   As a member of the Senior Management Team, contribute to: Leadership of the Lebanon Country Office Support the development of an organisational culture that reflects our dual mandate values, promotes accountability and high performance, encourages a team culture of learning, creativity and innovation, and frees up our people to deliver outstanding results for children and excellent customer service for our Members and donors Help design and implement a coherent organizational structure that is consistent with agency practices and appropriate to programme needs Ensure Lebanon Country Office complies with all Save the Children Management Operating Standards and Standard Operating Procedures Ensure that all required support is provided promptly, at scale and in line with the rules and principles during emergencies, working closely with the Regional Office   Member Service Leadership Develop and maintain good relations with members Work with the Senior Management Team to build a culture of Member Service throughout the Country Office and ensure that all staff are held accountable for Member Service Be the first point of contact for members on country specific issues, ensuring that the country is appropriately represented to members Work with members and Country Office staff to ensure appropriate resourcing and timely delivery of agreed deliverables Implement robust Member Service standards, processes and procedures to enable consistent, excellent standards of Member Service by International Programs Implement the necessary processes to measure performance against key indicators and members' satisfaction, monitoring levels and taking corrective action to ensure ongoing, measurable improvement of Member Service Lead a culture of knowledge sharing and continuous improvement of Member Service in the country Ensure appropriate and adequate emergency Member Service procedures are detailed in the Country Office Emergency Preparedness Plan in order to enable rapid scale up Provide necessary support for incoming surge capacity during emergencies, working closely with Regional and Head Office     Resource Mobilisation Oversee the development and implementation of Save the Children LCO fundraising strategy Work with other teams to maintain a good overview of Country Office’s plans and funding gaps Identify and nurture possible funding sources Identify and respond to requests for proposals from members Work with the Program Implementation team to proactively develop concept notes for new funding possibilities   Communication and Advocacy Liaise and maintain contact with members  and implement communication activities including facilitating media visits and working within incoming media & communications surge support during emergencies Advise and support programme staff and partner organisations to develop and implement advocacy and communication plans to maximise programme impact, minimise brand risk, and support programmes’ advocacy objectives. Contribute to a strategic campaign perspective to programme planning process and initiatives. Ensure that the branding and communication guidelines of Save the Children are uniformly and consistently followed across the Lebanon Country Office Proactively develop a high profile for Save the Children in the Lebanon through the production of high quality, well researched, and well written products (in a variety of mediums) reflective of the dual mandate portfolio, responding quickly and appropriately to external requests for information, especially in emergencies Develop and deliver a clear and effective system for internal communications including the dissemination of  newsletters  and  other  documents  and  publications  for internal stakeholders including being able to scale up the delivery of robust communications material during emergencies per the Rules and Principles and requests from Members and Save the Children International   Staff Management, Mentorship and Development – Member Service Ensure appropriate staffing within Member Services Ensure that all staff understand and are able to perform their role in an emergency Manage Member Service team; define expectations, provide leadership and technical support as needed, and evaluate direct reports regularly Ensure the recruitment, training, and promotion of staff as appropriate and ensure availability of appropriate professional development opportunities for staff Incorporate staff development strategies and Performance Management Systems into team building process. Establish result based system and follow up Ensure adequate segregation of finance duty within Country Office Manage the performance of all staff in the finance work area through: Effective use of the Performance Management System including the establishment of clear, measureable objectives, ongoing feedback, periodic reviews and fair and unbiased evaluations; Coaching, mentoring and other developmental opportunities; Recognition and rewards for outstanding performance; Documentation of performance that is less than satisfactory, with appropriate performance improvements/ workplans   QUALIFICATIONS AND EXPERIENCE University degree in an area of social development or equivalent desirable A general appreciation of the issues oncerning the INGO sector with an in-depth knowledge in communications, marketing and/or fundraising Management experience in a corporate or an NGO environment, with experience in successfully leading the development and implementation of communication strategies for an international humanitarian organisation, preferably in Lebanon Demonstrable track record of leading change which has led to significant results for the organisation and their stakeholders Highly developed interpersonal and communication skills including influencing, negotiation and coaching Highly developed cultural awareness and ability to work well in an international environment with people from diverse backgrounds and cultures Strong results orientation, Ability to present complex information in a succinct and compelling manner Experience of building personal networks, resulting in securing significant new opportunities for the organisation Has a strong international network within media and marketing to draw Excellent writing and presentation skills in Arabic and English.  Fluency in English is essential. Ability and willingness to dramatically change work practices and hours, and work with incoming surge teams, in the event of emergencies Experience of solving complex issues through analysis, definition of a clear way forward and ensuring buy in Commitment to Save the Children values