Manager, Donor Loyalty
On Site, Toronto
Full-Time, Permanent
Level 9
Requisition Number: DOE-2025-001
Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day.
More than a place to stay, we provide life-changing care with unconditional love and respect. We meet youth’s immediate needs and then we work together to achieve their future goals. We offer 24/7 crisis shelter transitional housing options on-site and, in the community, health and well-being support, training and skill development, and ongoing care once youth move into the community.
For over 40 years, Covenant House has been dedicated to its mission of serving youth on the street and to protect and safeguard all youth with absolute respect and unconditional love. Since 1982, Covenant House has supported more than 100,000 young people.
Overview: The Manager, Donor Loyalty is responsible for developing, implementing, and managing programs aimed at increasing donor loyalty and influencing donor retention. Reporting to the Associate Director, Donor Experience, this role collaborates with internal partners to develop data-driven strategies and oversees a variety of donor stewardship activities across various donor segments.
We are currently hiring for 1 Manager, Donor Loyalty. This is a new role within our organization.
Responsibilities:
- Develop and implement comprehensive strategies to engage donors and demonstrate the impact of their giving.
- Work with fundraising teams across the department to ensure seamless workflow and lead multichannel onboarding and ongoing donor journey touchpoints such as welcome email series and testing strategies such as A/B test subject lines and content formats to optimize engagement and drive continuous improvement.
- Use RFM (Recency, Frequency, Monetary) analysis to segment donors and customize donor communication by tailoring messaging based on giving history, interests, and demographics.
- Create customized/personalized communications and engagement activities to support a mid-level donor upgrade program and improve retention rates.
- Implement retention strategies such as events and special recognition incentives for monthly giving program.
- Develop clear project plans, KPI’s, objectives, timelines and resource allocation for assigned projects.
- Build and maintain donor journey maps outlining communication flow and touchpoints for each donor segment.
- Innovate, implement, and measure retention, stewardship, and engagement strategies with a test and learn mindset.
- Monitor, measure and manage the performance of the donor touchpoints and implement process improvements to enhance efficiencies including streamlining workflows.
- Collaborate with the Associate Director and internal partners to develop the annual strategy, budget, and content plan for the stewardship and engagement program.
- Manage small team of 1-2 staff.
- Encourage and foster opportunities for development and personal growth.
- Support employee engagement strategies.
- Complete all hiring, onboarding and offboarding actions.
- Other duties as assigned.
Qualifications:
- Minimum of 5 years relevant experience in marketing or fundraising including donor/customer retention/ loyalty
- Post- Secondary diploma in a related field. Fundraising Diploma an asset
- CFRE designation would be an asset
- Experience with Raiser’s Edge or similar CRM database
- Experience with Microsoft Office required
- Strong technical skills
- Advanced Excel skills
- Experience with email tools such as MailChimp and Engaging Networks considered an asset
- Excellent project management skills with strong attention to detail and multitasking skills
- Able to demonstrate critical thinking in addressing issues or roadblocks
- Excellent analytical skills
Don’t meet every requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet all qualifications. If you are excited about the role but your resume doesn’t align perfectly with every qualification in the description, apply anyway. You may still be the right candidate for this or other roles.
What we Offer:
- Meaningful work.
- Competitive compensation.
- Employee perks which include discounts on gym membership, city bike rentals, auto & home insurance and more.
Use of AI and Technology in the Hiring Process
Covenant House Toronto does not use artificial intelligence (AI) to make or inform hiring decisions. However, we do use an external applicant tracking system (ATS) to help manage applications efficiently.
While our ATS may apply automated filters or sorting functions, all applications are reviewed and evaluated by human recruiters. No hiring decisions are made by AI.
Commitment to Equitable Recruitment
At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity groups include but may not be limited to Indigenous persons, racialized people, gender diverse people, 2SLGBTQIA+ people, and people with disabilities.
In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Covenant House Policy on Accommodation, a request for accommodation will be accepted as part of the Covenant House recruitment process.
