Assistant Manager – Retention

Plan India; Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Plan India in India seeks an Assistant Manager – Retention to lead donor retention and acquisition, supervise the retention team, and drive campaigns and MIS reporting.

The role requires strong CRM skills, data analysis, and people leadership, with responsibility for achieving monthly and annual fundraising targets in a compliant, donor-centric manner.

Qualifications

• Experience in donor acquisition and retention strategies.
• Proficiency with CRM/database tools (Zoho, etc.).
• Strong data analysis and MS Excel/reporting skills.
• Excellent communication and interpersonal abilities.
• People management and team leadership.

Responsibilities

• Drive donor retention strategies to minimize attrition and maximize donor lifetime value.
• Develop and implement donor upgrade/upsell strategies.
• Create win-back campaigns for lapsed donors.
• Plan and execute donor retention campaigns across tele calling.
• Maintain donor database with segmentation and data hygiene.
• Generate regular reports on donor numbers, retention, and giving trends.
• Ensure data privacy compliance.
• Lead performance reviews and present insights to leadership.
• Coach fundraising staff and manage KPIs and training needs.
• Coordinate with Finance for reconciliations and receipts.

Skills

Donor acquisition

Donor retention

CRM management

Data analysis

Communication

Tools

Zoho CRM

Job description

Level of Contact with Children: 2 (Sporadic or occasional contact with children)
The position holder shall be responsible to adhere & work within the ambit of Plan India’s Safeguarding Policy & Gender Equality Policy.

ABOUT PLAN INDIA

Plan International (India Chapter), also referred to as Plan India, is an Indian registered not-for-profit organisation that is constantly striving to advance welfare and development for children and equality for all girls and women in India. Through its grassroots social development work, Plan India seeks to create lasting impact in the lives of poor and vulnerable children, their families and communities, by gender transformative, child-centered community development.

Since 1996, Plan India has improved the lives of millions of children and young people by enabling them to access and benefit from the safety nets and schemes of the government for child protection, quality education and healthcare services, healthy environment, livelihood opportunities and participation in community development. To know more about Plan India, visit www.planindia.org

SUMMARY OF THE OVERALL JOB

The Assistant Manager – Retention will manage donor retention and acquisition strategies, supervise the retention team, oversee CRM, reporting, campaigns and fundraising performance

KEY FUNCTIONS / RESPONSIBILITIES

Donor Retention & Acquisition

• Drive donor retention strategies to minimize attrition and maximize donor lifetime value.
• Design and implement donor upgrade/upsell strategies (moving small donors to mid-value giving)
• Develop win-back strategies for lapsed active donors.
• Plan and execute donor retention campaigns across tele calling.

Database & CRM Management

• Maintain donor database with accurate segmentation and data hygiene
• Generate regular reports on donor numbers, retention, and giving trends
• Ensure donor data is handled in compliance with data privacy norms
• Conduct monthly/quarterly performance reviews and present insights to leadership
• Manage monthly team incentive based on the set criteria.

Team Supervision & Performance Management

• Supervise and mentor fundraising executives/associates.
• Train team members on donor engagement, CRM tools, and fundraising ethics.
• Set individual KPIs/targets for team members and monitor performance against them
• Conduct regular one-on-ones, performance appraisals, and provide constructive feedback
• Identify training/upskilling needs within the team and facilitate development plans
• Manage underperformance through coaching, PIPs (Performance Improvement Plans), where required
• Support recruitment & exit formalities of new fundraising staff.

Cross-Functional Coordination

• Coordinate with Finance team for reconciliation of donations, refunds, and receipt generation
• Support the Fundraising Manager/Head of Department – Adhoc work

Performance Targets

• Achieve individual/team fundraising income targets on a monthly, quarterly, and annual basis
• Meet assigned donor acquisition numbers and retention benchmarks.
• Ensure timely submission of personal MIS reports, campaign reviews, and reconciliations
• Achieve sponsorship target of 1500 (New )
• Demonstrate ownership and accountability for assigned campaigns and targets
• Show adaptability in responding to changing donor trends or campaign performance
• Collaborate effectively across teams (Finance, Communications, Programs)
• Uphold organizational values and donor centric ethics in all interactions

Key Skills

• Strong understanding of donor acquisition and retention strategies
• Proficiency in CRM/database tools ( Zoho etc)
• Data analysis and MS Excel/reporting skills
• Excellent communication and interpersonal skills
• People management and team leadership

COMPENSATION & EMPLOYMENT

Plan is an equal opportunity employer and qualified women candidates are encouraged to apply. Our policies and procedures reflect our commitment to child rights and child protection.