Donor Retention Specialist

Job Title: Donor Retention Specialist

Department: Marketing

Reports To: Marketing Director

Status: Full-time, Non-Exempt (36-hour workweek)

Location: Byron Center, MI (Hybrid)

Salary Level: M (Non-Exempt Hourly)

Last Updated: July 16, 2025

PURPOSE:

The Donor Retention Specialist strengthens World Renew's donor engagement efforts by cultivating

meaningful relationships with supporters through personalized phone outreach and exceptional service.

This position plays a pivotal role in enhancing donor satisfaction, increasing donor loyalty, and supporting

World Renew's long-term financial sustainability.

As a core member of the Marketing team, this individual encourages continued and increased giving,

responds to donor inquiries, and provides administrative support that ensures a seamless and personalized

donor experience.

We do not discriminate based on disability, culture, ethnicity, or gender, and welcome and encourage

 people from diverse backgrounds to apply.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Donor Engagement and Retention (Phone-Based Outreach)

• Build relationships with donors through one-on-one phone calls.
• Encourage renewals, upgrades, and reactivation of lapsed donors using segmented outreach strategies.
• Contact targeted donor groups, such as:
  • Monthly donors who have paused or canceled.
  • Gift catalog donors not yet engaged this year.
  • Low mid-level donors ($1,000–$2,499).
  • Disaster response donors and other special interest groups.
• Make thank-you calls and coordinate welcome packets for new donors.
• Facilitate communication for memorial gifts and small donor mailings.
• Serve as backup for inbound phone donations and inquiries

Administrative and Marketing Support

• Log call outcomes and donor insights into the CRM system.
• Assist with donor correspondence, database updates, and follow-up activities.
• Prepare reports and track donor engagement metrics.
• Monitor and maintain organizational profiles on Better Business Bureau, Guidestar/Candid, and Charity Navigator.

Collaboration and Campaign Alignment

• Work closely with the Marketing and Donor Advisement teams to align phone outreach with fundraising campaigns and engagement strategies.
• Contribute to internal team planning and provide insights from donor conversations.

SUPERVISORY RESPONSIBILITIES:

• Direct Reports: None
• Indirect Reports: None
• Functional Supervision: No

KNOWLEDGE, SKILLS, ABILITIES REQUIRED:

• Able to respect and support the mission, vision and values of World Renew.
• Demonstrated commitment to Christ and be able to recognize this position as one that contributes to the work of His Kingdom.
• Active Christian faith and alignment with World Renew's values and mission
• Demonstrated commitment to contribute to and promote a work environment that values diversity, inclusion and equity.
• Committed to working towards gender equality, equity and justice in all aspects of our programming, plans, policies and organizational structure.
• Excellent verbal communication and active listening skills.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite and CRM databases (e.g., Salesforce, Raiser's Edge).
• Ability to manage a high volume of calls with professionalism and empathy.
• Ability to work independently and collaboratively in a team environment.

EDUCATION & EXPERIENCE:

• High school diploma required; associate or bachelor's degree in a related field preferred.
• 2+ years of experience in donor relations, customer service, or fundraising.

PREFERRED QUALIFICATIONS

• Experience working in a nonprofit or faith-based organization.
• Familiarity with donor stewardship best practices.
• Experience with Salesforce or Google Analytics.
• Bilingual (Spanish, French, or other) is a plus.

WORK ENVIRONMENT, PHYSICAL AND OTHER DEMANDS :

The work environment encountered and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires:

• Frequent computer and phone-based work, including prolonged periods of sitting.
• Occasional handling of donor mailings and printed materials.
• A professional, distraction-free workspace for donor calls.
• On-site presence at the Byron Center, MI office 2 times a week.

With World Renew's commitment to Core Humanitarian Standard and Safeguarding responsibilities, as part of the recruitment process, a successful candidate can expect to go through a thorough background check

Please note that the tentative application deadline for this position will be EOD September 9, 2025 for External Applicants and Internal Applicants, closing date depending on application volume. We encourage all interested candidates to apply before this deadline as we move candidates through our hiring process on a continuous basis