Retention Manager

Join Plain International Australia’s Giving team as the Retention Manager in a newly created role, taking retention to a whole new level!


Permanent full time role.

Hybrid working arrangements.

Great team culture within an inclusive and supportive organisation.

The Opportunity

An exciting opportunity has arisen to join Plain International Australia’s Giving team as the Retention Manager. This is a brand-new role in the team to recognise the opportunities to maximise supporter experience and engagement across the Giving portfolio. The role will work very closely with the Regular Giving, Cash and Gifts in Wills and Philanthropy teams as well as the Donor Contact Team to implement retention improvements. The role will look at a range of retention strategies from process or efficiency improvements and churn prevention to campaign and channel optimisation. We want our donors to know the incredible impact their support is having.

This is an exciting position in the Giving Team and there are ambitious plans to take retention to the next level.  Reporting to the Associate Director; Giving this role will provide advice on the overarching strategy for retention with a view to optimising our Return on Investment.

Who are we?

Plan International is an independent development and humanitarian organisation that advances children’s rights and equality for girls.

We believe in the power and potential of every child. But this is often suppressed by poverty, violence, exclusion and discrimination. And it’s girls who are most affected.

Working together with children, young people, our supporters and partners, we strive for a just world, tackling the root causes of the challenges facing girls and all vulnerable children.

We support children’s rights from birth until they reach adulthood. And we enable children to prepare for – and respond to – crises and adversity. We drive changes in practice and policy at local, national and global levels using our reach, experience and knowledge.

We have been building powerful partnerships for children for over 85 years, and are now active in more than 80 countries.

What it’s really like

An average day in the PIA, the Giving team is quite varied – no day will be quite the same, but throughout your time, we will see you performing these duties:

  • Develop retention strategies across the Giving Team portfolio that maximise the lifetime value of our supporters
  • Use data and insights to optimise processes and find efficiency gains
  • Identify opportunities to reduce cancellations, improve declines and maximise win backs
  • Ensure our Supporters are engaged and committed to Plan’s work through impact reporting, optimal donor journeys and an excellent supporter experience.
  • Connect our supporters to Plan’s work and our project participants
  • Work with the Associate Director of Giving and the data and insights team to drive data driven decision making, annual testing plans, modelling and reporting that is supported by evidence and insights

Our office is in Southbank. We’re looking for someone who can undertake some of their work here, and some of their work at home.

We work hard, but we are always flexible and supportive, offering inclusive leave. We have weekly team meetings, and regular organisation-wide catch ups. From salary packaging to an Employee Assistance Program to support your wellbeing, we are a people-first workplace.

Who are you?

We are looking for someone who holds relevant and diverse experience in customer retention, ideally from Fundraising and Regular Giving. Alongside this, you’ll have strong experience the utilisation of data and insights to inform decision making, retention best practice and a test and learn mindset.  You will be adept in creating retention strategies that support stewardship, cultivation and an outstanding supporter experience where supporters feel valued and engaged, leading to stronger lifetime value.

The core skills we are looking for are:

  • Experience and proven track record in managing retention strategies that generate significant net income improvements, preferably with experience of Regular Giving
  • Excellent collaboration and the ability to work across teams to optimise campaigns
  • Excellent data and analytic skills and a test and learn approach
  • Strong written and verbal communication skills
  • Experience with CRM systems and power bi or similar data visualisation tool
  • Demonstrated financial acumen

This is a full time permanent position that falls under Level 5 of the SCHCADS Award.

What’s Next?

Read the full Position Description (PD) and see whether you think the role is right for you . If you’re interested, upload your cover letter and resume through either SEEK, Ethical Jobs or Pro Bono Careers. Include in your cover letter how your skills align with the criteria as set out in the PD.

Once we’ve got these, if you advance to the next stage, you will be contacted and invited to an interview, either online or face-to-face at the office.

Please note: When you apply, please feel safe to tell us the pronouns you use if you’re comfortable doing so, as well as any adjustments you may need throughout your interview and employment.

Apply before 5PM, Monday 26th February 2024

Our commitment

We make hiring decisions based on your skills, passion and experience – this experience extends outside the workplace, and includes lived experience. Even if you don’t wholly fit the criteria, we still want to hear from you! At PIA we believe in looking for perspectives and abilities that new team members can bring and add to our culture.

We are dedicated to working with people from all sectors of the community. We strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Plan International believes that in a world where children face so many threats of harm, it is our duty to ensure that we, as a child-safe organisation, do everything we can to keep children safe. As part of the screening process, candidates will be required to complete a satisfactory National police Check, sign our Safeguarding Children and Young People policy and code of conduct, and where necessary complete a Working with Children Check.

Join Plan International Australia and help create justice for children and equality for girls.

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