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Donor Liaison and Administrative Assistant

2 weeks ago

Mississauga, Canada Muslim Hands Canada Full time

**Position Summary**

In this role, you will manage all donor interactions across multiple channels, provide timely updates and feedback, organize high-level engagements with major donors, and maintain accurate donor records. You will play a pivotal role in strengthening donor relationships, supporting fundraising initiatives, and ensuring every donor feels valued and connected to the organization’s mission.

**Key Responsibilities**

**1. Donor Communication & Support**
- Act as the primary contact for all donors.
- Maintain and update the Help Centre, ensuring FAQs and donor support documentation remain current, accurate, and donor focused.
- Ensure accuracy of donor data by merging duplicate accounts, standardizing formatting, and regularly checking donation links and website usability from a donor perspective. Monitor and follow up on system issues until resolved.
- Process donor refunds promptly and provide status updates to donors within 24 hours of request.
- Organize and maintain shared donor care resources, including positive feedback examples, complaints logs, and monthly reports. Create training guides and onboarding materials for new team members.
- Collaborate with fundraising teams to execute SMS/WhatsApp donor engagement campaigns, analyze success rates, and provide recommendations for future initiatives. Advise on attribution tracking for events, collaborations, and other income sources.

**2. Donor Relationship Management**
- Maintain and strengthen relationships with current and potential donors through regular communication, timely distribution of donor feedback reports, project updates, and resolving any issues raised.
Stay updated on program and campaign information to provide accurate responses and share relevant materials with donors.
- Organize high-level meetings with major donors and senior management/trustees to further develop relationships.
- Develop and update donor profiles, guidance notes, and outreach tools, including donor recognition programs; assist in strategies to expand the organization’s donor base through research and funding trend mapping.
- Develop and maintain major donor profiles. Recommend process improvements for donor engagement, support recognition events, and identify potential major donors through giving analysis.
- Identify at-risk donors using predefined criteria (e.g., lapsed giving, declined payments, reduced engagement) and implement targeted outreach strategies to retain support. Encourage donors to share feedback through surveys and reviews.
- Coordinate with country offices to fulfil special donor requests such as photos, videos, letters, plaques, and project updates. Seek donor approvals for project changes when necessary.

**3. Donations & Reporting**
- Record and manage donations on systems, including cheques, cash, e-transfers, and agency contributions; update monthly payments and manage cancellations.
- Produce and share regular reports on donor trends, satisfaction levels, and communication patterns to support strategic decision-making. Provide quarterly feedback analysis to management.
- Assist with recruitment, training, and supervision of seasonal call centre teams for major campaigns such as Ramadan and Qurbani. Build targeted donor lists, develop calling scripts, monitor live performance, and report on campaign outcomes.
- Perform other duties as assigned, including supporting programmatic and fundraising activities.

**Qualifications & Experience**
- Bachelor’s degree in communications, fundraising, nonprofit management, business administration, or a related field
- 2 years of experience in donor relations, fundraising, customer service, or stakeholder engagement, preferably within the nonprofit sector.
- Proven experience managing donor or client relationships with a focus on retention and engagement.
- Excellent organisation skills and attention to detail
- High standard of written and verbal communication skills
- Demonstrate excellent customer skills and ability to work pro-actively and flexibly
- Demonstrate working experience in internal communication and reporting
- Demonstrate ability to work under pressure and to tight deadlines

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: $20.00-$25.00 per hour

Application question(s):

- Do you have familiarity with Islamic concepts such as Zakat, Sadaqa, and Udhiya/Qurbani?
- Are you able to work in-person (5 days a week) from our Mississauga office? (No relocation accommodated)
- When are you able to start?
- How many years of experience do you have in donor relations, fundraising, or customer service in a nonprofit or similar setting?
- Have you ever managed or contributed to donor reports, campaign feedback, or impact updates?

Work Location: In person

Expected start date: 2025-09-01