Manager – Retention in New Delhi | Plan India

Plan India

Plan India is a not-for-profit organisation that works for the wellbeing of children and for equality for girls and women across India. Since 1996, it has helped millions of children and young people get access to government schemes for child protection, quality education and healthcare. Its community programmes put children and girls at the centre. They also help families get a healthy environment, ways to earn a living and a real voice in local development. The goal is lasting change for children, families and communities with the fewest resources.

Role

The Retention Manager leads Plan India's work to keep donors giving, bring back past donors and build lasting relationships with supporters. Working from the Kailash Colony office in New Delhi, the manager leads the calling teams who speak with donors every day, sets clear goals for them and helps them meet retention and fundraising targets. The role works with the fundraising, communications and programme teams and studies donor data to understand why people stop giving. It then plans ways to keep donors close to the cause.

Responsibilities

• Plan and carry out strategies to keep donors giving, bring back lapsed donors and deepen their engagement.
• Lead, train and motivate calling teams, and track their productivity, call quality, attendance and performance.
• Oversee calls for donor acquisition, retention and reactivation, and drive daily, weekly, monthly and annual retention and revenue targets.
• Study donor data to spot retention trends, group supporters by audience and design campaigns that reduce drop-off and increase long-term giving.
• Keep donor records accurate and up to date in the CRM, and prepare regular performance reports with ideas for improvement.
• Build strong relationships with donors, manage feedback channels, and resolve questions and escalations quickly and politely.
• Organise donor engagement activities, corporate events and donor meets with the fundraising, communications and programme teams.
• Make sure the team follows organisational policies and keeps donor data confidential.

Requirements

• A graduate or postgraduate degree in Marketing, Business Administration or a related field.
• At least 6 years of experience in donor or customer retention, fundraising or relationship management.
• Proven experience leading calling teams and running donor data operations, including CRM updates and reporting.
• A clear record of meeting retention and fundraising targets and keeping a team motivated to reach them.
• Experience planning donor engagement activities and events.
• Strong communication, analytical and leadership skills.
• Able to work full time from the office in Kailash Colony, New Delhi.

Benefits

• Lead a team and shape how a long-standing child rights organisation keeps its supporters connected to its work.
• Work closely with fundraising, communications and programme teams on mission-driven work for children, girls and women.
• Build your skills in donor retention and fundraising within the social sector.

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