Position: Lead (Retention & Donor Operations)

Organization: HelpAge India

Location: Delhi

Scope of position: 

The incumbent would be responsible to own end to end backend fundraising processes and to drive transformation projects/strategy within resource mobilisation domain to enable and uplift overall donor experience thereby contributing to enhanced donor retention and resultant retention income.

Qualification & Skills

• Graduate and at least 10 years of experience
• Prior experience in working with cross functional teams, handling, training and monitoring backend teams
• Ability to manage day to day operations on the floor, motivate and problem solve
• Strong understanding of process documentation and enablement to put in place new and streamline old processes to improve efficiency
• Ability to create and implement SOP’s
• Strong ability to gauge overall processes and establish interlinkage to define donor friendly processes in place
• Excellent communication skills and high energy levels
• Well versed with MS office i.e. PPT and excel formulas i.e. vlookup, exact etc
• Mandatory experience in process revamping and improvement
• Prior relevant work experience in an NGO would be a plus
• Technical knowledge of any CRM implementation, BRD writing, UAT etc
• Prior experience in leading Six Sigma project will be a plus

Responsibilities

• Oversight of overall donor experience which includes scaling and improving operational processes, donor servicing and digitisation
• Responsible for holding the overall fundraising backend processes together by process gap analysis, introducing new/change processes thereby improving overall efficiency
• Holding the overall fundraising operations together to improve donor experience, retention and compliance
• Introducing strong donor management and communication systems in place for strong governance and minimising manual efforts to improve on accuracy with cost optimisation
• Defining and creating processes keeping in mind automation
• Donor CRM implementation and change management
• Managing Payment Gateways and optimizing payment options
• Technical support and back end management in launch of any apps/landing pages/website back end
• Vendor relationship Management