Retention Manager

JOB DESCRIPTION

Job title- Manager Retention

Department-Marketing & Resource Mobilization

Reporting to-Head IFR

Location-New Delhi

Travel Requirement

up to 25% of time

Level of Contact with Children: 3 (None or rare contact)

The position holder shall be responsible to adhere & work within the ambit of Plan Indias Safeguarding & Gender Equality Policies.

ABOUT PLAN INDIA

PIIC is a nationally registered not for profit organization striving to advance childrens rights and equality for girls, thus creating a lasting impact in the lives of vulnerable and excluded children and their communities.

Since 1979, PIIC and its partners have improved the lives of millions of children and young people by enabling them access to protection, quality education and healthcare services, a healthy environment, livelihood opportunities and participation in decisions which affect their lives. To know more about PIIC visit www.planindia.org

Position Overview:

The Retention Manager will be responsible for leading the donor retention and engagement function by managing a high-performing calling and data team. The role requires a strong focus on achieving daily, weekly, monthly, and annual retention targets while ensuring process discipline, accurate documentation, and consistent communication with donors.

The ideal candidate should be highly target-oriented, people-focused, and skilled in motivating teams to deliver consistent performance and strong donor relationships

Key Responsibilities:

1. Retention Strategy & Execution

• Develop and implement donor retention strategies to maximise lifetime value and minimize attrition.
• Ensure achievement of daily, weekly, monthly, and annual retention and revenue targets both individual and team-based.
• Take ownership of the overall retention process and results, ensuring high engagement and satisfaction levels among donors.
• Design and execute communication journeys, engagement plans, and impact-sharing initiatives to strengthen donor relationships.

2. Team & Data Management

• Manage and supervise the calling team, ensuring high-quality donor engagement and timely follow-ups.
• Hire, train, and coach the team to improve communication quality, conversion rates, and donor experience.
• Ensure that the team passes accurate information to donors and that all interactions are properly documented and recorded in the CRM.
• Oversee donor data accuracy, segmentation, and reporting, ensuring all records are updated regularly.
• Manage team discipline, attendance, leave schedules, and performance as per organizational policies.

3. Team Motivation & Performance

• Create and implement daily motivational strategies to maintain consistent performance and team morale.
• Monitor daily team numbers and productivity to ensure consistent output and goal achievement.
• Conduct regular one-on-one check-ins, performance reviews, and feedback sessions to drive accountability and improvement.

4. Donor Engagement & Relationship Building

• Build strong, long-term relationships with existing donors through regular communication and personalized outreach.
• Address donor queries, feedback, and escalations promptly and effectively.
• Coordinate with the acquisition and communications teams for seamless donor onboarding and retention.

5. Events & Donor Experience

• Plan and organize quarterly donor acquisition drives, corporate engagement events, and donor meets to strengthen relationships and brand trust.
• Collaborate with internal teams to ensure event success, donor participation, and post-event follow-up.

6. Data Analytics & Reporting

• Analyse donor and campaign data to identify retention patterns, churn risks, and engagement opportunities.
• Prepare and share daily, weekly, and monthly reports on team performance, retention progress, and donor feedback.

7. Compliance & Quality Assurance

• Ensure all donor communications, documentation, and processes comply with organizational and data protection standards.
• Maintain confidentiality and integrity of donor data and information.

Performance Targets

• Team Target
• Individual Target

Key Skills & Competencies:

• Strong leadership and team management capabilities.
• Excellent communication and relationship-building skills.
• Proficiency in CRM systems and data management tools.
• Analytical and target-driven mindset with strong problem-solving ability.
• Ability to design and implement team motivation strategies.
• Goal-oriented, disciplined, and capable of driving consistent team performance.
• Strong event planning and coordination experience.

Qualifications & Experience:

• Graduate or Postgraduate in Marketing, Business Administration, or a related field.
• Minimum 6 years of experience in donor/customer retention, fundraising, or relationship management.
• Proven experience in managing calling teams and donor data operations.
• Track record of achieving retention and fundraising targets and managing team productivity.

How to apply

• Please send us your updated resume along with a suitability note (Single Word document only) at Parvinder.kaur@planindia.org. Please mention Manager Retention in the subject.

• Given the volume of applications received, only shortlisted candidates will be contacted.