Role Summary
The Donor Care Manager is the steady, caring voice donors hear from SAPA between appeals. Reporting to the Global Development Director, you focus on keeping donors close: thanking them promptly and personally, showing them the impact of their giving, and building the relationships that turn a first gift into a lasting partnership.
Your north star is retention. Every donor — from a first-time giver to a faithful monthly supporter — should feel seen, appreciated, and certain that their generosity is reaching people who need it. This role suits a warm, organized, deeply reliable communicator who genuinely enjoys caring for people and never lets a thank-you slip through the cracks.
Key Responsibilities
1. Donor stewardship & appreciation
Acknowledge and thank donors promptly and personally across channels — calls, emails, notes, and cards — so no gift goes unrecognized.
Design and run a stewardship calendar: welcome journeys for new donors, milestone and anniversary thank-yous, and regular impact updates.
Ensure every donor receives timely, accurate confirmation of their gift and a clear picture of the difference it makes.
2. Retention & relationship building
Monitor donor health — lapsing, downgrading, and first-to-second-gift conversion — and act early to keep donors engaged.
Run re-engagement and win-back outreach to lapsed or at-risk donors with warmth and persistence.
Build genuine, ongoing relationships with recurring and mid-level donors, serving as their dependable point of contact at SAPA.
3. Donor experience & responsiveness
Respond to donor questions, requests, and concerns with care and speed — gift questions, receipts, and changes to giving.
Resolve issues such as failed payments, lapsed recurring gifts, and contact-detail updates, coordinating with finance and services as needed.
Capture donor feedback and surface insights that improve the overall donor experience.
4. Records, segmentation & coordination
Maintain accurate donor records and interaction notes in SAPA's CRM/donor database.
Segment donors for tailored stewardship, and flag mid- and major-donor opportunities to the Global Development Director.
Coordinate with SAPA Global Communications for impact stories and with finance for accurate, timely receipting
5. Team Management
Lead, coach, and develop the Donor Care team.
Recruit, onboard, train, and mentor Donor Care staff and volunteers.
Set team goals, monitor performance, and conduct regular performance reviews.
Allocate workloads and ensure efficient daily operations.
Foster a culture of empathy, accountability, collaboration, and continuous improvement.
Develop standard operating procedures and ensure consistency across all donor interactions.
Required Qualifications
3–5 years of experience in donor relations, stewardship, customer success, account management, or nonprofit development.
Warm, professional communicator with excellent written and spoken English; Arabic is a plus.
Demonstrated track record building relationships and retaining or growing a base of customers or donors.
Comfort working in a CRM or donor database and producing basic reports on retention and engagement.
Exceptional organization and follow-through — able to manage many relationships at once without dropping details.
Genuine empathy, discretion, and care in handling donors and their personal information.
Assets (Preferred)
Experience with humanitarian, faith-based, or diaspora-facing fundraising.
Familiarity with donor platforms (e.g., Salesforce/NPSP, DonorPerfect, Bloomerang, or similar) and email/marketing tools.
Understanding of recurring-giving programs and the donor lifecycle.
Familiarity with Zakat, Sadaqah, and faith-based giving, or with Sudanese-American and Muslim donor communities.
Working Conditions
Full-time, remote-first; candidates may be based anywhere, with reliable internet and meaningful overlap with North American working hours.
Occasional evening or weekend coverage around giving peaks such as Ramadan, year-end, and emergency appeals.
Close coordination with the Fundraising & Development team, SAPA Global Communications, and finance.
What Success Looks Like (First 90 Days)
Every donor gift acknowledged promptly through a documented, reliable thank-you workflow.
A stewardship calendar live and running, with welcome and impact touchpoints in motion.
Baseline retention metrics established and a first lapsed- or at-risk-donor outreach push delivered.
How to Apply
Interested candidates should submit the following to SAPA Fundraising & Development:
A current CV or résumé.
A short cover letter sharing your interest and your approach to caring for donors.
Optional: a sample thank-you message or donor communication you have written.
Organization Background
The Sudanese American Physicians Association (SAPA) is a nonprofit, professional, and
humanitarian organization established in January 2019. SAPA is registered in the State of Texas
as a 501(c)(3) organization and operates with a U.S.-based headquarters.
SAPA has grown into the leading Sudanese medical humanitarian organization, supporting
hospitals, health facilities, and emergency medical services in conflict-affected and displacement
settings across Sudan and neighboring countries. Its work spans emergency response, health
system strengthening, advocacy, and institutional partnerships with multilateral and international
donors.
Applications are reviewed on a rolling basis until the position is filled. SAPA is an equal-opportunity employer and welcomes applicants of all backgrounds.