Donor Loyalty Specialist - Nonprofit Fundraising

SOS Children's Villages Canada; Ottawa; On-site; CAD 50,000 - 55,000; Full time

Job summary

SOS Children’s Villages Canada is seeking a Donor Loyalty Coordinator to engage donors through outbound calls, respond to inquiries, and maintain accurate donor records. This role emphasizes stewardship, retention, and personalized communication to enhance ongoing support in a small, mission-driven team.

The successful candidate will be energetic, organized, fluent in English with French an asset, and able to thrive in an in-office Ottawa setting with remote options for other regions.

Qualifications

• Post-secondary education in communications, marketing, fundraising, a related field or equivalent work experience.
• 1-3 years of experience working in a call-center environment (mandatory), ideally in a not-for-profit setting.
• Experience using donor databases such as Raiser’s Edge, Salesforce, DonorPerfect or comparable database.
• Demonstrated success conducting outbound calls to donors or clients for stewardship and reactivation purposes.
• Exceptional verbal and written communication skills in English; proficiency in French is an asset.
• Ability to handle donor inquiries and issues with grace, patience, and professionalism, ensuring a supportive and efficient resolution.
• Ability to handle sensitive donor information with confidentiality.
• Proficiency in Microsoft Office Suite.
• Ability to foster strong interpersonal relationships within the team, promoting collaboration and a positive atmosphere.
• Strong organizational skills with a keen eye for detail, ability to multitask in a dynamic environment.

Responsibilities

• Respond to donor inquiries via phone, email and other communication channels, ensuring timely and accurate responses.
• Conduct welcome calls to new sponsors and monthly donors to foster early engagement.
• Perform stewardship activities, including handwritten thank-you cards for sponsors, monthly donors, and high-value donors.
• Conduct outbound loyalty calls to monthly donors at key milestones, including three months and one-year anniversaries.
• Outbound calling to donors with declined credit cards to ensure continuity of recurring gifts.
• Follow up via phone or email with upcoming credit card expiry notifications to maintain donor contributions.
• Outbound calling to lapsed donors to encourage reactivation and continued support.
• Manage annual sponsorship outbound renewal calls to retain donor commitments.
• Maintain donor records in the database, ensuring accuracy, confidentiality, and adherence to data management standards.
• Back up to all sponsorship and data processing related tasks.

Skills

Call center experience

Verbal communication

Written communication

French (asset)

Interpersonal skills

Confidentiality awareness

Education

Post-secondary education in communications, marketing, fundraising, a related field or equivalent work experience

Tools

Raiser’s Edge

Salesforce

DonorPerfect

Microsoft Office

Job description

SOS Children’s Villages Canada is seeking a Donor Loyalty Coordinator to engage donors through outbound calls, respond to inquiries, and maintain accurate donor records. This role emphasizes stewardship, retention, and personalized communication to enhance ongoing support in a small, mission-driven team.

The successful candidate will be energetic, organized, fluent in English with French an asset, and able to thrive in an in-office Ottawa setting with remote options for other regions.