Donor Retention Associate

PURPOSE OF POSITION

The Donor Retention Associate builds strong supporter relationships and strengthens donor retention through proactive engagement, personalised care, and timely follow up. The role ensures sponsors and donors feel valued, supported, and confident that their contributions are entrusted to an organization that upholds honesty, integrity, and accountability.

The role engages directly with sponsors and donors and works with relevant external vendors, freelancers, volunteers, and World Vision Field or National Offices when required.

KEY AREAS OF RESPONSIBILITY

1.    Proactive Donor Retention & Engagement

• Conduct proactive outbound engagement with sponsors and donors primarily through phone calls, WhatsApp, and other relevant communication channels.
• Welcome new Child Sponsors and provide appropriate information to strengthen their understanding and connection with World Vision.
• Follow up on matters that may affect donor retention, including declined payments, overdue contributions, child related changes, and other supporter concerns.
• Understand supporter needs and concerns and provide appropriate information, solutions, or retention options in accordance with established guidelines.
• Follow up on special requests and ensure appropriate action is taken.
• Identify and escalate priority or sensitive issues promptly.
• Maintain accurate records of supporter interactions and actions in accordance with established procedures.

2.    Donor Servicing & Support

• Respond to sponsor and donor enquiries through phone calls, email, WhatsApp, and other available channels.
• Provide accurate and relevant information about sponsorship, donations, World Vision's work, and supporter related matters.
• Manage and resolve supporter enquiries and concerns within established service standards.
• Coordinate with relevant departments or World Vision offices where additional information or action is required.
• Update supporter information accurately and maintain appropriate documentation of interactions and follow up actions.
• Provide responsive, caring, and professional service that strengthens supporter confidence and trust in World Vision.

3.    Retention, Fundraising & Supporter Growth

• Use supporter interactions as opportunities to deepen engagement and strengthen long term relationships.
• Identify appropriate opportunities to encourage continued support, Child Sponsorship, additional giving, or other forms of participation.
• Apply approved retention approaches and alternatives to minimise avoidable cancellations.
• Contribute towards agreed donor retention, engagement, and fundraising outcomes.
• Help supporters understand the impact of their contributions and how their partnership supports vulnerable children and communities.

4.    Donor Experience & Continuous Improvement

• Contribute ideas and feedback to improve donor retention processes, supporter experience, and operational efficiency.
• Identify recurring supporter concerns, feedback, and service gaps and highlight opportunities for improvement.
• Participate in relevant donor engagement activities, promotional events, and organizational initiatives when required.
• Support or coordinate sponsor visits and other supporter engagement experiences where assigned.
• Contribute to initiatives that strengthen supporter understanding, trust, engagement, and connection with World Vision's mission.

WHO ARE WE LOOKING FOR

We are looking for someone who enjoys engaging with people and genuinely cares about creating a positive supporter experience. You are patient, responsive, persuasive, and able to handle supporter concerns professionally while looking for opportunities to strengthen their relationship with World Vision.

Knowledge, Skills & Competencies

• Relevant qualification or experience in customer service, donor servicing, fundraising, sales, relationship management, or a related field.
• Strong verbal and written communication skills with confidence engaging supporters through phone, WhatsApp, and email.
• Strong interpersonal and relationship building skills with a service oriented mindset.
• Ability to listen, understand supporter concerns, and provide appropriate solutions.
• Comfortable conducting proactive outbound calls and engaging supporters on retention and giving opportunities.
• Good problem solving skills with the ability to identify and escalate priority issues appropriately.
• Strong attention to detail and ability to maintain accurate supporter information and interaction records.
• Good organization and follow through with the ability to manage multiple supporter enquiries and actions.
• Demonstrates empathy, accountability, integrity, collaboration, and commitment to providing excellent supporter service.
• Passion for World Vision Malaysia's mission and a desire to help supporters experience meaningful partnership in transforming the lives of vulnerable children and communities.