Donor Care Manager

Sudanese American Physicians Association (SAPA) is a faith-rooted humanitarian nonprofit providing medical relief and advocacy to Sudan and the Sudanese diaspora. The organization is hiring a full-time Donor Care Manager to manage comprehensive donor stewardship and serve as the caring, consistent voice supporters hear between appeals.

**Role Overview**

The Donor Care Manager is the cornerstone of SAPA's donor retention strategy, responsible for turning first-time donors into lifelong partners. You will oversee all donor acknowledgements, relationship nurturing, and engagement initiatives while building and mentoring a small Donor Care team.

**Responsibilities**

Acknowledge and thank donors personally and promptly through multiple channels—phone calls, emails, handwritten notes, and cards—so no gift goes unrecognised. Design and execute a strategic stewardship calendar featuring new donor welcome journeys, milestone anniversaries, and regular impact updates tailored to donor interests.

Monitor donor health metrics within the CRM system to identify at-risk relationships, running warm re-engagement and win-back campaigns with persistence and care. Respond to donor questions about gifts, receipts, and payment issues while actively gathering feedback to improve the overall donor experience.

Maintain accurate CRM records, segment donors by engagement and giving potential, flag upgrade and major-gift opportunities, and coordinate with communications and finance teams to ensure donor data and impact messaging align. Additionally, recruit, train, and mentor Donor Care staff members, setting performance goals, conducting reviews, and establishing standard operating procedures.

**Required Experience & Skills**

3–5 years in donor relations, stewardship, customer success, or nonprofit development. Strong written and verbal English communication. Proven success building and retaining donor or customer bases. CRM proficiency with ability to run basic retention reports. Exceptional organisation, follow-through, and confidentiality when managing sensitive donor information.

**Preferred Qualifications**

Experience with humanitarian, faith-based, or diaspora fundraising; familiarity with Salesforce/NPSP, DonorPerfect, or Bloomerang; knowledge of recurring giving programmes; understanding of Islamic giving concepts (Zakat and Sadaqah) and familiarity with Sudanese-American communities.

**Position Details**

Full-time, fully remote with required overlap during North American working hours. Occasional evening and weekend availability expected during giving peaks (Ramadan, year-end, emergency appeals). Reports to Global Development Director.