Donor Experience Officer - Mumbai (Contractual Role)

Number of position: 2
Contract Period : May 2025 - February 2026
The Tata Mumbai Marathon is an annual event that brings together thousands of participants and donors supporting various charitable causes. United Way Mumbai is the event’s Philanthropy Partner. The TMM's philanthropy pillar’s success heavily relies on generous contributions from donors, individuals, and corporate entities. However, many potential donors are unable to complete their online donations for various reasons, leading to missed opportunities for fundraising.
Job Responsibilities:
Donor coordination:
- Engaging with potential donors through outbound calls.
- Adopting a warm, empathetic approach to establish rapport and build a positive donor experience.
- The officers will be trained to provide technical assistance and troubleshoot issues related to the donation process.
Understanding Donor Concerns:
- Active listening will be a core skill of the officers, enabling them to understand the reasons behind incomplete transactions.
- Valuable feedback will be collected during interactions, helping us identify common pain points and optimise the donation process.
Persuasive Communication:
- The officers will use persuasive communication techniques to nudge donors towards completing their donations.
- Emphasising the impact of their contributions and the difference it makes will be a focal point of these interactions.
Collaboration and Data Management:
- The officers will collaborate with the Campaigns team at United Way Mumbai to ensure consistent messaging.
- Accurate records of donor interactions will be maintained to track progress and improve donor engagement strategies.
Goals
- Increased Donation Completion Rate: Engaging donors personally and addressing their concerns will likely lead to more successful transactions.
- Improved Donor Satisfaction: Providing personalised support will enhance the donor experience and foster a sense of appreciation.
- Valuable Feedback and Insights: Collecting feedback during interactions will offer insights into the donor's perspective, helping identify areas for improvement.
- Enhanced Fundraising Results: A more engaged donor base is likely to result in increased contributions, benefiting the charitable causes supported by the marathon.
Profile Requisites:
Education: Minimum of a high school diploma or equivalent.
Communication Skills: Fluent in spoken English and Hindi. Basic proficiency in written communication for emails and follow-ups.
Empathy and Positive Attitude: Demonstrated ability to show empathy and maintain a positive attitude while interacting with donors. A genuine passion for helping others and contributing to charitable causes.
Problem-Solving Abilities: Proactive problem-solving skills to address donor concerns effectively and efficiently.
Good MS office skills i.e. Excel, Word, PowerPoint
Remuneration: INR 15,000 - 18,000 per month, depending on qualifications and experience.