Face-to-Face & Telemarketing Officer at Mdecins Sans Frontires (MSF)

• As a Face-to-Face & Telemarketing Officer at MSF Southern Africa, you’ll drive the performance of our external fundraising agencies, ensuring high-quality donor acquisition and retention through hands-on leadership, training, and data-driven strategies. This role is perfect for an energetic professional who excels at motivating teams, optimizing campaigns, and aligning fundraising with MSF’s ethical values to support life-saving work worldwide.

What You’ll Do

• Lead field and agency operations: Serve as MSF’s on-site representative, build relationships with agency managers and teams, conduct regular site visits for monitoring and coaching, and drive excellence through feedback and troubleshooting.
• Deliver training and quality assurance: Provide engaging training sessions, observe pitches and calls, refine scripts and techniques, implement evaluation frameworks, and ensure accurate communication of MSF’s mission and principles.
• Monitor performance and reporting: Track KPIs like conversions, retention rates, and ROI; produce insightful reports; and collaborate with digital, BI, and retention teams for data-driven improvements.
• Ensure compliance and donor experience: Enforce ethical standards, brand guidelines, and data protection (PoPIA); conduct audits; and resolve complaints promptly.
• Handle administration and coordination: Manage contracts, invoices, logistics, dashboards (e.g., Salesforce), and procurement for agency renewals.
• Foster collaboration and innovation: Share insights to enhance campaigns and donor journeys, integrate systems, and identify new techniques for efficiency.

Who We’re Looking For

We’re seeking a motivated, persuasive individual with strong sales and leadership skills, committed to humanitarian values. 

Here’s what you bring: Qualifications & Skills

• A Diploma or Degree in Sales, Marketing, Communications, or a related field.
• 3–5 years’ experience in direct sales, fundraising, or donor acquisition (Face-to-Face and/or Telemarketing).
• Proven track record in training, coaching, and motivating teams, with experience managing external agencies.
• Proficiency in Microsoft Office (Excel/Google Sheets) and CRM systems (Salesforce advantageous).
• Valid driver’s licence and own reliable vehicle for regular travel within South Africa.
• Fluent in English (spoken and written); additional languages are a plus.
• Call centre and Face-to-Face experience advantageous; NGO or humanitarian background desirable.

Personal Qualities

• Driven & persuasive: You motivate others, inspire performance, and thrive in target-driven environments.
• Team player: You collaborate effectively and build strong relationships in a dynamic, supportive setting.
• Detail-oriented: You ensure accuracy in reports, compliance, and data management.
• Culturally sensitive: You approach work with cross-cultural understanding and confidentiality.
• Values-driven: You align with MSF’s principles of respect, transparency, integrity, accountability, trust, and empowerment and adhere to the MSF Behavioural Commitments.