Donor Experience & Retention Specialist

World Vision; Selangor; On-site; MYR 40,000 - 56,000; Full time

Job summary

World Vision Malaysia is seeking a Donor Retention Associate who builds strong supporter relationships and enhances donor retention through proactive engagement, personalised care, and timely follow up. You will respond to sponsor enquiries across phone, WhatsApp, and email; welcome new sponsors; record interactions; and identify opportunities to deepen engagement and increase giving.

This role reports to the Donor Retention Assistant Manager and collaborates with World Vision offices and

Qualifications

• Experience in customer service, donor servicing, fundraising, or related field.

Responsibilities

• Conduct proactive outbound engagement with sponsors and donors via phone, WhatsApp, and other channels.
• Welcome new Child Sponsors and provide information to strengthen connection with World Vision.
• Follow up on donor retention factors such as declined payments, overdue contributions, and related concerns.
• Understand supporter needs and provide information, solutions, or retention options per guidelines.
• Follow up on special requests and ensure appropriate action.
• Identify priority or sensitive issues and escalate promptly.
• Maintain accurate records of supporter interactions per procedures.
• Respond to enquiries via phone, email, WhatsApp, and other channels.
• Provide accurate information about sponsorship, donations, and World Vision's work.
• Manage and resolve enquiries within service standards.
• Coordinate with departments for additional information or action.
• Update supporter information and document interactions and follow-ups.
• Provide responsive, caring, professional service building trust in World Vision.
• Use interactions to deepen engagement and long-term relationships.
• Identify opportunities to encourage continued support, child sponsorship, and giving.
• Apply retention approaches to minimise cancellations.
• Contribute to donor retention and fundraising outcomes.
• Explain impact of contributions and partnerships.
• Contribute ideas to improve donor retention processes and supporter experience.
• Identify recurring concerns and gaps; highlight improvements.
• Participate in donor events and initiatives as required.
• Support sponsor visits and engagement experiences.
• Strengthen supporter understanding and trust in World Vision's mission.
• Enjoy engaging with people; care about donor experience.
• Be patient, responsive, persuasive, and professional with donor concerns.

Job description

World Vision Malaysia is seeking a Donor Retention Associate who builds strong supporter relationships and enhances donor retention through proactive engagement, personalised care, and timely follow up. You will respond to sponsor enquiries across phone, WhatsApp, and email; welcome new sponsors; record interactions; and identify opportunities to deepen engagement and increase giving.

This role reports to the Donor Retention Assistant Manager and collaborates with World Vision offices and