Donor Experience Officer

The Tata Mumbai Marathon is an annual event that brings together thousands of participants and donors supporting various charitable causes. United Way Mumbai is the event’s Philanthropy Partner. The TMM's philanthropy pillar’s success heavily relies on generous contributions from donors, individuals, and corporate entities. However, many potential donors are unable to complete their online donations for various reasons, leading to missed opportunities for fundraising.

Donor Experience Officer:
The primary responsibility of the Donor Experience Officer is to understand reasons for non-completion of online donation transactions, improve donor engagement and increase the completion rate of online donations on the United Way Mumbai platform. The Donor Experience Officer will reach out to potential donors who still need to complete their transactions and provide personalised assistance, addressing any concerns or technical issues they might face.

**Job Responsibility**:
Donor coordination:

- Engaging with potential donors through outbound calls.
- Adopting a warm, empathetic approach to establish rapport and build a positive donor experience.
- The officers will be trained to provide technical assistance and troubleshoot issues related to the donation process.

Understanding Donor Concerns:

- Active listening will be a core skill of the officers, enabling them to understand the reasons behind incomplete transactions.
- Valuable feedback will be collected during interactions, helping us identify common pain points and optimise the donation process.

Persuasive Communication:

- The officers will use persuasive communication techniques to nudge donors towards completing their donations.
- Emphasising the impact of their contributions and the difference it makes will be a focal point of these interactions.

Collaboration and Data Management:

- The officers will collaborate with the Campaigns team at United Way Mumbai to ensure consistent messaging.
- Accurate records of donor interactions will be maintained to track progress and improve donor engagement strategies.

Goals
- Increased Donation Completion Rate: Engaging donors personally and addressing their concerns will likely lead to more successful transactions.
- Improved Donor Satisfaction: Providing personalised support will enhance the donor experience and foster a sense of appreciation.
- Valuable Feedback and Insights: Collecting feedback during interactions will offer insights into the donor's perspective, helping identify areas for improvement.
- Enhanced Fundraising Results: A more engaged donor base is likely to result in increased contributions, benefiting the charitable causes supported by the marathon.

**Requirements**:

- Education: Minimum of a high school diploma or equivalent.
- Empathy and Positive Attitude: Demonstrated ability to show empathy and maintain a positive attitude while interacting with donors. A genuine passion for helping others and contributing to charitable causes.
- Problem-Solving Abilities: Proactive problem-solving skills to address donor concerns effectively and efficiently.

Duration: May 2025 to February 2026

Working Hours: This is a 5-day work week position with the flexibility of remote work post training period, allowing you to work from the comfort of your home or a location of your choice.

Compensation: We offer a monthly remuneration ranging from 15,000 to 18,000 INR, depending on qualifications and experience.

Training:
As a Donor Experience Officer, you will receive comprehensive training to ensure you are well-versed in the donation process on the platform. The training will focus on developing effective communication and active listening skills, enabling you to engage with donors empathetically and address their concerns. You will gain expertise in technical troubleshooting, empowering you to resolve any potential issues donors may encounter during the donation process. Additionally, the training will equip you with persuasive techniques to encourage donors to complete their contributions. By receiving training in donor engagement best practices and fundraising strategies, you will be well-prepared to provide a positive donor experience and maximise fundraising efforts. Throughout your tenure, ongoing support and learning opportunities will be available to ensure your continued growth and success in this vital role.

**About Tata Mumbai Marathon**

The Tata Mumbai Marathon (TMM) is among the world's top 10 prestigious marathon events. Over the past 18 years, it has provided a platform for individuals to showcase their sporting excellence and emerged as a prominent fundraising platform for participating NGOs in Asia, boasting one of the lowest fundraising costs. Since its inception, this event has raised more than INR 357 crores, benefiting over 690 NGOs. The impact of these funds has been far-reaching, supporting various causes such as arts, culture, sports, education, environment, health, human rights,