Head of Fund Development & Donor Relations

Contract Type:

Competitive | Full-Time

Job Description

Purpose of Position

The Bilingual Donor Relations Specialist plays a key role in delivering an exceptional donor experience and strengthening long-term relationships between Action For Humanity Canada and its supporters.

The positionis responsible for day-to-day donor relations activities, including responding to donor inquiries, processing donor requests, maintainingaccurate donor records, supporting recurring giving, resolving donation-related issues, and proactively engaging donors to strengthen retention and satisfaction.

T he Specialist will alsobe responsible for supporting the administration and donor-facing components of AFH Canada's Orphan Sponsorship Program , serving as a key point of contact for sponsors and helping ensure sponsorships, donor communications, updates, and records are managed accurately and compassionately.

As a bilingual position, the Specialist will provide donor support and stewardship in both English and French , ensuring AFH Canada provides accessible and high-quality service to donors across Canada.

Key Responsibilities

- 1. Donor Relations & Donor Care
- Serve as a primary point of contact for donors through phone, email, and other approved communication channels.
- Assist donors with donation-related requests, including updating contact information, payment methods, recurring donations, communication preferences, and other account information.
- Investigate and resolve donor concerns, complaints, payment issues, and general inquiries whilemaintaining a positive donor experience.




- Provide donors withappropriate information regarding AFH Canada programs, campaigns, appeals, and their giving history.
- Process requests relating to donation confirmations, tax receipts, refunds, cancellations, and account changes in coordination with Finance and other relevant departments.
- Ensure donor interactions, requests, and outcomes are appropriately documented within the CRM.
- Identify opportunities to strengthen donor relationships and increase long-term engagement with AFH Canada.

- 2. R egular Giving & Donor Retention

- Support the administration and stewardship of AFH Canada's monthly and recurring donor portfolio.
- Monitor recurring giving accounts andidentify failed, declined, or interrupted payments requiring follow-up.
- Proactively contact donorsregarding failed payments and support them in updating their payment information where appropriate.
- Conduct donor retention and stewardship outreach, including thank-you calls, welcome communications, renewal conversations, and re-engagement activities.
- Process recurring gift amendments, cancellations, upgrades, and other donor requests accurately and promptly.
- Identify recurring donors at risk of lapsing and conduct appropriate retention outreach.




- Provide regular reporting on recurring giving performance, failed payments, cancellations, retention activity, and donor feedback.

- 3. Orphan Sponsorship

- Serve as a primary donor relations contact for supportersparticipating in AFH Canada's Orphan Sponsorship Program.
- Support the onboarding of current orphan sponsors and ensure donors receiveappropriate confirmation and program information.
- Maintainaccurate sponsorship records within AFH Canada's CRM and relevant orphan sponsorship systems.
- Respond to sponsor inquiriesregarding their sponsorship, payments, updates, and program processes.
- Coordinate with relevant internal and international teams to obtain informationrequired to respond to sponsor inquiries.
- Ensure sponsors receive available orphan updates, reports, correspondence, and other approved program communicationsin a timely manner.
- Monitor orphan sponsorship payments and identify failed or interrupted sponsorship payments requiring donor follow-up.
- Contact sponsorsregarding failed payments and work to prevent unnecessary sponsorship cancellations.
- Process sponsorship cancellations, changes, and other requestsin accordance with AFH Canada policies and procedures.
- Support the reassignment or transition of sponsorships when an orphan exits theprogram, or sponsorship circumstances change.
- Work collaboratively with Programs, Finance, Fund Development, and international teams to resolve sponsorship-related issues.

- 4. Donor Stewardship & Engagement

- Conduct proactive donor ste

📌 Bilingual Donor Relations Specialist (Canada)
🏢 Actionforhumanity
📍 Canada