Supporter Relations Regular Giving Senior Officer

Description

The Supporter Relations Regular Giving Senior Officer is the owner of the regular giving portfolio. Based overseas and reporting to the Supporter Relations & Data Insights Lead, the post-holder takes full ownership of regular givers and Direct Debits: growing the number of regular givers, increasing regular giving income, keeping supporters giving for longer and winning back those who stop.

Regular giving is the most reliable source of unrestricted, year-round income and the foundation of the whole-year approach in the Growth Strategy 2026-2030. This role covers the full regular giver journey: supporting regular giving campaigns and recruitment, welcoming and onboarding new regular givers, building relationships through calls and personal contact, managing Direct Debit and recurring payment administration, retaining supporters, targeting cancelled and lapsed givers, and upgrading gifts over time. Child Sponsorship is one part of the regular giving portfolio and is managed within it.

The post-holder works with the Supporter Engagement Manager to design regular giver journeys (including the new donor welcome journey) and the retention strategy, and delivers the regular giving parts of both. They work with the

Product & Campaigns Manager and Product & Campaigns Senior Officer to plan, launch and follow up regular giving campaigns and propositions. They also work with the Supporter Relations Senior Officer and the external call centre, the Senior Data Analyst, Finance, and Programmes and country offices.

The role contributes directly to the Audience Goal (better supporter understanding and higher donor retention), the Channels Goal (personalised, data-led supporter experience), the Operational Goal (high quality data and a whole-year approach) and the Board-level aim of sustaining supporter income at more than 60% of total income.

Responsibilities

1. Regular Giving Portfolio Ownership & Income Growth

• Take full ownership of the regular giving portfolio, including Direct Debit, card and online recurring gifts, and all monthly giving products.
• Develop and deliver an annual regular giving plan with income, recruitment, retention and upgrade targets, agreed with the Supporter Relations & Data Insights Lead.
• Monitor the health of the portfolio (active givers, new givers, cancellations, average monthly gift and income) and act quickly on any decline.
• Identify growth opportunities, such as converting single donors to regular giving, Zakat and Sadaqah monthly giving, and upgrade asks at key moments.

2. Regular Giving Campaigns & Recruitment

• Work with the Product & Campaigns Manager and Product & Campaigns Senior Officer to plan and launch regular giving campaigns and propositions, including within Ramadan and other calendar campaigns. 
• Provide regular giving input to campaign briefs: target audiences, asks, gift amounts, payment journeys and follow-up activity. 
• Make sure regular giving sign-up routes (website, donation forms, phone, events and call centre) are working, simple and converting well. 
• Plan and deliver the supporter relations side of every regular giving campaign, from sign-up processing to welcome and follow-up calls.

3. New Regular Giver Onboarding & Journeys

• Work with the Supporter Engagement Manager to design and deliver a welcome and onboarding journey for new regular givers across phone, email, SMS and post. 
• Make welcome calls to new regular givers to thank them, confirm their details and Gift Aid, and start the relationship well. 
• Deliver the regular giving stages of supporter journeys set by the Supporter 
• Engagement Manager, including impact updates, anniversaries and milestones.

4. Retention, Cancellations, Reactivation & Upgrades

• Deliver the regular giving retention activity set out in the retention strategy, working with the Supporter Engagement Manager. 
• Handle every cancellation request personally, offering suitable alternatives (pause, reduced amount, different cause) and recording the reason. 
• Target cancelled and lapsed regular givers with reactivation activity across phone, email, SMS and post. 
• Identify regular givers ready to upgrade and deliver upgrade asks through calls, email and the external call centre.

5. Direct Debit & Recurring Payment Management

• Take full ownership of Direct Debit and recurring payment administration: new instructions, amendments, pauses, failures and cancellations. 
• Process Bacs reports (AUDDIS, ARUDD and ADDACS) and payment platform reports promptly and accurately, updating the CRM and taking follow-up action. 
• Recover failed and rejected payments by contacting supporters to fix payment issues before gifts are lost. 
• Make sure every regular gift has the correct fund, campaign and source code, and that Gift Aid declarations are captured and recorded.

6. Relationship Building & Supporter Care

• Build strong, personal relationships with regular givers through thank-you calls, check-in calls, emails and letters. 
• Act as the lead contact for regular givers across phone, email, post, webchat and social media, and manage supporter web accounts. 
• Handle complaints about regular giving professionally, resolving them and feeding learning into service improvement. 
• Apply Muslim Aid's vulnerable supporters policy in every interaction.

7. Child Sponsorship (CBM)

• Manage the CBM sponsor lifecycle within the regular giving portfolio, including matching, welcome packs, reallocations and programme exits. 
• Work with Programmes and country offices to collect child progress updates on time and send them to sponsors. 
• Handle sponsor letters and enquiries in line with Muslim Aid's safeguarding and child protection standards.

8. Data, Reporting, Compliance & Improvement

• Keep regular giver records accurate and complete on the CRM, including consent and contact preferences. 
• Work with the Senior Data Analyst on regular giving selections, reports and trend analysis. 
• Audit regular giving activity to ensure compliance with the Direct Debit Guarantee and BACS scheme rules, UK GDPR and PECR, and the Fundraising Regulator's Code of Fundraising Practice. 
• Assess the external call centres regular giving calls to ensure they follow agreed Service Level Agreements on quality and taking appropriate action to address performance issues. 
• Support the new CRM project with regular giving process design, data checks and user testing, and look for ways to automate regular giving processes.

Key Performance Indicators (KPIs) 

KPIs are drawn from the MAUK Growth Strategy 2026-2030 Assurance Architecture and will be agreed with the Supporter Relations & Data Insights Lead during induction. Baselines will be set from current regular giving data. 

Area

KPI 

Target / Frequency 

Income  

Total regular giving income 

Year-on-year growth against annual plan; monthly 

Portfolio size 

Number of active regular givers 

Net year-on-year growth; monthly 

Recruitment  

New regular givers recruited, including single donors converted to regular giving 

Annual targets per plan; per campaign 

Average gift 

Average monthly regular gift value 

Year-on-year increase; quarterly 

Retention  

12-month regular giver retention rate 

Improvement against the 50% baseline (Strategy 1.1.2); monthly 

Area

KPI 

Target / Frequency 

Early attrition 

Regular givers cancelling in their first 90 days 

Year-on-year reduction; monthly 

Save rate 

% of cancellation requests retained through a save offer 

Target agreed at induction; monthly 

Reactivation  

Cancelled and lapsed regular givers reactivated 

Annual target per plan; per campaign 

Upgrade  

Regular givers increasing their monthly gift 

Annual target per plan; per campaign 

Payments  

Failed and rejected Direct Debit payments recovered 

Monthly recovery rate against baseline 

Relationship  

Thank-you and relationship calls completed; regular giver satisfaction 

Monthly call target; 70%+ satisfaction (Strategy 1.1.1) 

Gift Aid 

Gift Aid declaration capture rate among regular givers 

Year-on-year increase; monthly 

CBM 

Sponsor welcome packs and child progress updates delivered on time 

100% on schedule 

Compliance & data 

Upheld compliance breaches; regular giver record completeness 

Zero breaches; 80%+ completion (Strategy 4.2) 

Personal Specifications

Qualification: Degree or equivalent qualification, or equivalent professional experience in supporter or customer care & Training in fundraising, customer service or data protection.

Experience: Minimum three years' experience in regular giving, supporter care, customer retention or subscription management

Muslim Aid is committed to the safeguarding and protection of children and vulnerable adults. All posts are subject to the relevant level of background check. Muslim Aid is an equal opportunities employer. 

Experience

3 Years

Apply By

Oct 25, 2026

Required Skills

• Relationship Builder
• Excellent spoken and written English
• Strong Excel skills for reporting, analysis and reconciliation
• Manage workload
• Donor Retention Strategies
• Customer Care

Nice to Have Skills

• Data Analysis
• Subscription Management
• Communication Planning