Number of Positions Available: 1 ABOUT US The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity. About the Role: We’re seeking a Supporter Experience and Retention Officer (Permanent -Part Time 22.8 h/w), who thrives on solving complex technical challenges while creating positive supporter experiences & working collaboratively with fundraising stakeholders. You’ll play a key role in understanding the needs of our supporters, offering thoughtful solutions to help them contribute to our mission & ultimately grow our supporter base in line with our strategy. Location THQ Blackburn, VIC. Purpose of the Role : This role supports the successful delivery of the Donor Stewardship Program and Donor Journeys across multiple fundraising segments. It drives the national fundraising acquisition and second gift strategies to grow and retain new donors. The position delivers clear, integrated communications to Individual and Regular Giving donors via the Genesys call platform. It enhances the productivity and operational effectiveness of the Donor Services team. The role also fosters a collaborative donor experience by contributing to donor strategies, campaign planning, and ongoing fundraising performance. Key Roles and Responsibilities: Donor Support & Engagement Provide high-level service and support to donors by actioning queries on donations, receipts, compliments, complaints, and general enquiries. Offer effective solutions to donor issues to ensure a positive experience. Manage inbound donation calls and make outbound calls to donors without Relationship Managers (RMs). Maintain a donor-centric approach that builds trust and long-term relationships. Fundraising Strategy & Retention Support the delivery of the national fundraising policy and strategy in line with internal governance, guides, and policies. Contribute to increasing retention across Individual and Regular Giving by establishing long-term, sustainable retention rates. Assist the Supporter Experience Acquisition and Growth team in achieving campaign revenue, acquisition, and retention targets. Collaborate with internal teams to ensure fundraising initiatives deliver measurable results. Donor Liaison & Growth Provide collaborative and integrated donor liaison across Individual Giving, Regular Giving, and Transformational Gifts. Support donor strategies to enhance engagement and grow donor segments. Generate campaign revenue by making outbound calls to lapsed and reactivation donors. Work closely with colleagues to ensure seamless communication and a consistent donor experience. Database & Administration Update donor communication requests and maintain accurate donor records in Blackbaud CRM (BBCRM). Process and document incoming campaign mail and perform other administrative tasks as required. Ensure Regular Giving incoming correspondence is recorded and documented efficiently. Support the delivery of fundraising-related outgoing mail and maintain easily retrievable donor correspondence. About You/ Skills Required: Minimum 2 years’ experience in a customer-centric environment or similar relevant role. Proven ability to communicate effectively via phone, email, and written correspondence with a diverse range of donors or customers, including handling queries, complaints, and donations. Proficient in using Customer Relationship Management (CRM) systems or similar databases, ideally within a fundraising or not-for-profit environment. Why work for Us: NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits annually Flexible working conditions and paid parental leave Employee Assistance Program - Independent confidential counselling service Opportunity for career development An inclusive culture of dedicated, passionate and professional team members Positively supporting and impacting the lives of others through your career contribution The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. W e are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people. The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check. We value Integrity, Compassion, Respect, Diversity, and Collaboration
