Donor Care Officer

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Donor Care Officer based in Canada.** The Donor Care Officer will play a key role in building meaningful relationships with donors and supporters while strengthening engagement, trust, and long-term retention. This position combines donor service, donation processing, data management, and impact communication within a mission-driven humanitarian environment. You will respond to donor inquiries, manage contribution records, and ensure supporters receive timely, accurate, and thoughtful assistance. By using Excel and donor databases, you will help transform donor information into actionable insights that support reporting and stewardship initiatives. Working closely with fundraising and internal teams, you will contribute to effective campaigns and communicate the impact of humanitarian programs. This opportunity is ideal for an organized, empathetic, and detail-oriented professional who wants to make a difference through exceptional donor care. ### Accountabilities: - Manage donor relationships: Serve as a primary point of contact for donor inquiries by phone and email, providing courteous, timely, and accurate responses to questions and requests. - Strengthen donor engagement and retention: Acknowledge donations and pledges, follow up on outstanding matters, address concerns sensitively, and support re-engagement and long-term donor relationships. - Process donations and maintain records: Accurately record donations, pledges, and related transactions in the donor database while keeping contact information, preferences, addresses, and other records up to date. - Maintain data quality and confidentiality: Identify duplicate, incomplete, or inconsistent records, coordinate corrections with the relevant teams, and handle sensitive donor information in accordance with privacy policies. - Prepare donor-care reports: Use Microsoft Excel and donor database reporting tools to organize, analyze, and summarize donor activity, donation trends, pledge status, and follow-up information. - Support campaign tracking and analysis: Monitor campaign-related donor activity, identify trends affecting retention and payment follow-up, and provide practical observations to support operational and management decisions. - Contribute to donor communications: Assist with donation acknowledgments, campaign updates, donor emails, and impact communications, ensuring information is accurate, clear, and consistent with organizational messaging. - Coordinate internal follow-up: Work with relevant teams to resolve donor requests, service tickets, data updates, and outstanding actions within established timelines. - Support administrative and digital engagement activities: Maintain organized documentation, assist with social media engagement related to donor service and campaigns, escalate sensitive issues, and provide additional support during peak periods. - Adapt to operational needs: Prioritize urgent requests and support occasional evening, weekend, and travel requirements as needed. ## Requirements: - A bachelor's degree is preferred. - At least two years of experience in fundraising, customer service, or a call center environment; experience in a nonprofit organization is an asset. - At least one year of experience using social media platforms and tools, such as Instagram and LinkedIn, to identify trends, gather information, or support donor management. - Strong verbal and written communication skills, including a professional, empathetic, and confident telephone manner. - Experience creating donor impact reports, campaign updates, donor emails, acknowledgments, or similar supporter-facing communications is strongly preferred. - Strong Microsoft Excel skills, including sorting and filtering data, using formulas, creating pivot tables, and preparing clear reports and summaries. - Proficiency in Microsoft Office and experience working with donor management, fundraising, or other database systems to record information and analyze donations. - Excellent organizational and administrative skills, with strong attention to detail, accuracy, and the ability to manage multiple priorities. - A methodical, proactive approach and the ability to work independently with minimal supervision while collaborating effectively with a team. - A genuine commitment to humanitarian values, donor service, and respectful communication. - Fluency in English is required. Proficiency in Arabic and/or French is an asset. - Willingness to travel occasionally and work some evenings or weekends when operational needs require it. ## Benefits: - Competitive salary: Annual compensation ranging from CAD $55,000 to $60,000, depending on experience and qualifications. - Potential annual incentives: Additional incentive opportunities may be available. - Health and wellness support: Access to medical benefits and wellness programs. - Retirement savings: Employer contributions to a Registered Retirement Savings Plan (RRSP). - Paid time off: Vacation days, sick days, and family days to support personal well-being and work-life balance. - Professional development: Access to training, leadership programs, and opportunities for career growth. - Meaningful work: The opportunity to support donor relationships and contribute to humanitarian initiatives that assist communities in need. - Remote work arrangement: The position is advertised as remote in Canada, with the original posting indicating Ottawa or the Greater Toronto Area as potential locations. Occasional travel and evening or weekend work may be required.