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 while maintaining a positive donor experience. 

Provide donors with appropriate 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.

Support the administration and stewardship of AFH Canada's monthly and recurring donor portfolio. 

Monitor recurring giving accounts and identify failed, declined, or interrupted payments requiring follow-up. 

Proactively contact donors regarding 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.

Serve as a primary donor relations contact for supporters participating in AFH Canada's Orphan Sponsorship Program. 

Support the onboarding of new orphan sponsors and ensure donors receive appropriate confirmation and program information. 

Maintain accurate sponsorship records within AFH Canada's CRM and relevant orphan sponsorship systems. 

Respond to sponsor inquiries regarding their sponsorship, payments, updates, and program processes. 

Coordinate with relevant internal and international teams to obtain information required to respond to sponsor inquiries. 

Ensure sponsors receive available orphan updates, reports, correspondence, and other approved program communications in a timely manner. 

Monitor orphan sponsorship payments and identify failed or interrupted sponsorship payments requiring donor follow-up. 

Contact sponsors regarding failed payments and work to prevent unnecessary sponsorship cancellations. 

Process sponsorship cancellations, changes, and other requests in accordance with AFH Canada policies and procedures. 

Support the reassignment or transition of sponsorships when an orphan exits the program, or sponsorship circumstances change. 

Work collaboratively with Programs, Finance, Fund Development, and international teams to resolve sponsorship-related issues.

Conduct proactive donor stewardship through thank-you calls, emails, welcome communications, and other relationship-building touchpoints. 

Contact donors following significant gifts or milestones to acknowledge their support and strengthen the relationship. 

Assist with donor reactivation campaigns targeting lapsed or inactive supporters. 

Identify recurring donor and orphan sponsor feedback, concerns, or trends and communicate insights to the Head of Fund Development. 

Help ensure donors understand the impact of their contributions through approved impact stories, updates, reports, and program information. 

Identify donors who may require additional stewardship or relationship management and escalate opportunities appropriately. 

Support seasonal donor care requirements during high-volume campaigns such as Ramadan, emergencies, Qurbani, and year-end giving.

Maintain accurate and complete donor records within AFH Canada's CRM. 

Record donor interactions, preferences, requests, complaints, payment issues, and follow-up activities consistently. 

Ensure donor and sponsorship records are updated promptly following interactions or changes. 

Assist with donor data quality initiatives, including identifying duplicates, incomplete records, incorrect information, and other data issues. 

Follow established procedures for donation processing, receipting, donor communications, and data management. 

Support reconciliation and investigation of donation discrepancies in collaboration with Finance and relevant teams. 

Produce regular reports relating to donor inquiries, recurring giving, failed payments, orphan sponsorship, cancellations, retention, and other donor relations activities. 

Ensure donor information is handled in accordance with Canadian privacy requirements and AFH Canada policies. 

Minimum 2–3 years of experience in donor relations, donor care, customer service, fundraising administration, or a similar relationship-management role. 

Experience within the charity or nonprofit sector is strongly preferred. 

Experience managing recurring donors, sponsorship programs, or donor retention activities is considered an asset. 

Experience working with CRM/database systems and maintaining detailed constituent records. 

Experience handling sensitive donor inquiries and resolving service-related concerns. 

Experience working within a humanitarian or international development organization is considered an asset.

Excellent interpersonal and relationship-building skills with a strong donor-service mindset. 

Strong verbal and written communication skills. 

Ability to communicate with empathy, professionalism, discretion, and cultural sensitivity. 

Strong attention to detail and commitment to data accuracy. 

Strong organizational skills with the ability to manage multiple priorities, donor requests, and follow-ups simultaneously. 

Ability to handle difficult or sensitive donor conversations professionally. 

Strong problem-solving skills and ability to independently resolve routine donor issues. 

Comfortable working with CRM systems, databases, Google Workspace/Microsoft Office, and other digital platforms. 

Ability to analyze donor information and identify trends relating to retention, cancellations, failed payments, and donor satisfaction. 

Ability to work collaboratively across Fund Development, Finance, Programs, Marketing, and Operations. 

Strong alignment with AFH Canada's humanitarian mission and organizational values. 

Fluency in written and spoken English – Essential 

Fluency in written and spoken French – Essential 

Arabic or another language relevant to AFH Canada's donor communities is considered an asset.