Supporter Relations Regular Giving Senior Officer

Muslim Aid is a UK-based international development charity (founded 1985) seeking a Supporter Relations Regular Giving Senior Officer for a remote, full-time permanent position based in Pakistan (apply by 25 October 2026).

**About the Role**

You will own the entire regular giving portfolio, responsible for growing the number of regular supporters, increasing year-round giving income, extending supporter lifetime value, and reactivating lapsed givers. Regular giving is the organization's most reliable and strategic income source, central to the Growth Strategy 2026–2030.

**Key Responsibilities**

• Lead the full supporter journey: recruit new regular givers through campaigns, manage onboarding and welcome processes, build sustained relationships, handle Direct Debit and recurring payment operations, retain active supporters, and identify upgrade opportunities
• Develop and execute the annual regular giving plan with clear income, recruitment, retention, and upgrade targets; monitor portfolio health metrics and act on trends in active givers, new sign-ups, cancellations, average gift size, and income
• Design and run regular giving campaigns and propositions, including seasonal initiatives during Ramadan; manage recruitment channels (website, donation forms, phone, events, external call centre) and ensure high conversion rates
• Create welcome journeys across multiple touchpoints (phone calls, email, SMS, post); make personal welcome calls to thank new givers, confirm details, and facilitate Gift Aid registration
• Handle every cancellation personally, exploring retention options such as pauses or reduced giving; execute reactivation campaigns and identify upgrade moments
• Manage all Direct Debit and recurring payment administration: new instructions, amendments, payment failures, cancellations; process payment reports (BACS AUDDIS/ARUDD/ADDACS) and recover failed payments
• Maintain personal supporter relationships through thank-you calls, check-in contact, and responsive communication across phone, email, post, web chat, and social media; resolve complaints and apply vulnerable supporter safeguards consistently
• Oversee Child Sponsorship lifecycle: matching, welcome packs, reallocations, exits, and delivery of child progress updates in line with safeguarding and child protection standards
• Ensure CRM accuracy, compliance with Direct Debit Guarantee and BACS rules, UK GDPR, PECR, and Fundraising Regulator Code; support the new CRM implementation with process design, testing, and automation

**Performance Targets**

Year-on-year growth in regular giving income; net increase in active supporter base; recruitment and upgrade targets met; 12-month retention improvement from 50% baseline; reduced early attrition (first 90 days); cancellation save rate; successful reactivations; failed-payment recovery rate; monthly relationship-building calls; 70%+ supporter satisfaction on thank-you interactions; 100% Gift Aid capture; on-time sponsor welcome packs and updates; zero compliance breaches and 80%+ record completeness.

**Required Qualifications & Experience**

• Degree or equivalent professional qualification, or equivalent experience in supporter/customer care
• Formal training in fundraising, customer service, or data protection
• Minimum 3 years' experience in regular giving, supporter care, customer retention, or subscription management
• Strong relationship-building and communication skills; fluent English (spoken and written)
• Advanced Excel proficiency for reporting, analysis, and reconciliation
• Proven workload management and donor retention expertise

**Desirable Skills**

• Data analysis
• Subscription management
• Communication planning

**Organization Information**

Muslim Aid is committed to safeguarding children and vulnerable adults (all positions require background checks) and operates as an equal opportunities employer. This is a remote role within Pakistan; applications are accepted online via Rozee.pk.

**Salary:** PKR 275,000 per month | **Reports to:** Supporter Relations & Data Insights Lead