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 India’s Safeguarding & Gender Equality Policies.
About Plan:
Plan International (India Chapter), also referred to as Plan India, is an Indian registered not-for-profit organization 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
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.
• Reactivation: Build and manage a calling team focused on re-engaging lapsed donors.
• Retention: Strengthen and sustain donor relationships.
• Acquisition: Establish and oversee a dedicated calling team for new donor onboarding.
• 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.