Donor Engagement and Retention Coordinator

Support the delivery of multi-channel donor retention campaigns across regular and single giving programs, helping to strengthen supporter relationships and maximise donor lifetime value.
A hands-on role blending campaign coordination, donor care, and insight-driven engagement.

• Collaborative team culture, ambitious and supportive leadership.
• Full time - CBD location, offering hybrid working.
• Join Assistance Dogs Australia at a time of exciting growth and investment in Fundraising.

Impact of the organisation

Assistance Dogs Australia trains and places unique dogs with Australians in unique situations.

They train dogs that specialise in support for people with a physical disability, autism or PTSD, as well as providing a range of services to these individuals and their families.

Their free-to-client Assistance Dogs provide Independence, self-esteem, improved health and relationships to individuals and families – resulting in stronger and more successful communities.

Receiving no government funding, ADA rely solely on the generosity and philanthropy of individuals and partners, and this is your chance to support them in offering a lifetime of invaluable support to their clients.

Impact you will have in this role

Reporting to the Donor Experience Manager, you will play a key role in delivering multi-channel campaigns that strengthen engagement and boost retention of single and regular giving donors. You will manage campaign delivery end-to-end, including briefing, coordination, execution and post-campaign evaluation, and work collaboratively with internal teams and external partners to ensure a consistent and compelling donor experience.
This role will be key to support the rollout of campaigns across phone, digital, mail and SMS channels, and contribute to the continuous improvement of donor journeys.
This is a hands-on role that blends campaign logistics, supporter care, and data-driven reporting, all with the goal of making donors feel valued, connected and motivated to continue their support.

Key Responsibilities

• Coordinate end-to-end delivery of multi-channel donor retention campaigns (mail, phone, digital, SMS)
• Support campaign briefing, execution, monitoring, and post-campaign analysis
• Liaise with internal teams (data, tech, marketing, donor development) to ensure integrated campaign delivery
• Work with external agencies (telemarketing, creative) to produce engagement materials and ensure quality execution
• Monitor campaign budgets and process invoices
• Use testing, insights and reporting to inform and improve future activity
• Prepare briefs and training materials for agency partners and assist with campaign onboarding
• Conduct quality checks on external agency activity and ensure compliance with fundraising policies
• Manage declined payment follow-up through outbound calls, emails and letters
• Deliver proactive donor stewardship through personalised phone calls, emails and letters
• Support donor milestone recognition (e.g. anniversaries) across multiple channels
• Assist with complex supporter enquiries escalated via donor care agency
• Collect donor feedback and insights to inform strategy and improve experience

Skills and Experience

• Proven experience delivering campaigns across mail, phone, email, digital and SMS
• Previous experience in a similar fundraising or donor engagement role within the charity/NFP sector
• Confident communicator with a warm and professional phone manner
• Strong interpersonal skills with the ability to engage a wide range of stakeholders and supporters
• Proficient in Salesforce CRM (preferably Salesforce NPSP) and MS Office (Outlook, Teams, Word, Excel)
• Experience with marketing automation platforms (Salesforce Marketing Cloud is highly regarded)
• Highly organised, detail-oriented and able to manage competing priorities
• Self-starter with a proactive, results-focused approach
• Experienced using project/task management tools to stay on top of deadlines
• A team player who thrives in a collaborative and fast-paced environment.
• A passion for the impact an assistance animal has on people with mobility needs, autism or post-traumatic stress

Applications

For any questions or a confidential discussion, please contact Kristina Lesko at [email protected] using the subject line: Donor Engagement and Retention Coordinator enquiry via EthicalJobs.

Impact Advising is committed to creating diverse and inclusive work environments that reflect the rich tapestry of our communities. We believe that diversity enriches organisations and fosters innovation. We are dedicated to building workforces that are a representative of the diverse backgrounds, experiences, and perspectives of our society. We embrace diversity in all its forms, including but not limited to race, ethnicity, gender, age, sexual orientation, religion, disability, and cultural background. We actively seek to foster inclusive workplaces where all employees can bring their whole selves to work, feel respected and valued, and have equal opportunities for growth and advancement. We are committed to providing a fair and unbiased recruitment process, and we strive to eliminate any barriers that may impede the inclusion and participation of underrepresented groups in workforces.