Manager - Supporter Services & Database Management

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About the Organization

CBM India Trust is committed to improving the quality of life of people with disabilities. CBM India addresses disability as a cause and consequence of poverty in the most disadvantaged communities of the world. We work in partnership with local, national, and international actors with the aim of creating a more equal society for all. Our vision is to have an inclusive world in which all people with disabilities enjoy their human rights and achieve their full potential.

Job Description

To lead and optimize the Supporter Services and Database Management functions by building strong, lasting relationships with financial supporters, ensuring a seamless donor experience, and maximizing supporter retention and income generation in line with CBM India Trust’s mission and fundraising goals.

Job Responsibilities

Leadership & Donor Experience

• Develop and implement strategies to strengthen engagement with both new and existing financial supporters.
• Drive supporter retention through effective communication, donor journey mapping, and personalized engagement.
• Ensure fundraising campaign themes and messaging are consistently embedded across all supporter interactions.
• Collaborate with the Program and Communications team to develop supporter engagement materials such as mailers, e-mailers, newsletters, brochures, impact reports etc.

Database & Supporter Services Management

• Oversee the performance of the Supporter Services and Database teams to ensure accuracy, efficiency, and timely execution of key processes.
• Ensure best practices in CRM and data handling to maintain clean, secure, and reliable supporter records.
• Optimize direct debit processes and ensure compliance with banking and financial protocols for recurring giving.
• Provide Daily , Weekly, Fortnightly , monthly,quarterly , and yearly reports on the department’s performance
• Monitor key performance indicators such as:
  • Donor retention and attrition (pre- and post-debit)
  • Debit success rates
  • Tax receipt turnaround time
  • Engagement response rates

Operational and Decision-Making Responsibilities

• Lead hiring, onboarding, training, and performance reviews of Supporter Services and Database team members.
• Approve all donor-facing communication and ensure alignment with brand tone, accuracy, and compliance.
• Implement continuous improvements in database architecture, queries, and reporting functions.

Decision-Making Responsibilities

• Lead recruitment and exit processes for the Supporter Services team, including Database and Relationship Management staff.
• Oversee the database team to ensure timely, accurate, and updated supporter data entry along with reports.
• Implement and maintain best practices and tools in database management.
• Evaluate and improve the supporter journey to increase engagement and loyalty.
• Conduct in-depth supporter surveys and incorporate learnings to improve processes.
• Sign off on all external communication sent to vendors or financial supporters.
• Ensure compliance with banking norms for Direct Debit and related financial procedures.
• Modify database structures, queries, and fields as necessary to improve performance and accuracy.
• Manage the production of supporter and fundraising merchandise in line with CBM India Trust's branding and guidelines

Education Qualification/Required Skills & Experience

• Minimum 7 years of experience in the development sector or similar field.
• Proficiency in budgeting, income forecasting, and performance monitoring.
• Deep understanding of donor behavior, supporter lifecycle, and relationship management strategies.
• Proven ability to use CRM systems and data analytics to enhance supporter engagement.
• Graduate/Post-Graduate in Management or related fields will be preferred.
• Advanced computer skills, particularly in data handling and CRM platforms
• Strong communication skills (verbal and written) with a donor-centric mindset.
• Proven experience in customer/supporter relationship management

Environmental Demands

• Must manage multiple high-volume, deadline-driven projects simultaneously.
• Domestic travel to CBM’s regional offices, events, and program locations.

 Other requirements

• The future job holder is expected to adhere to CBM India’s policies and procedures, commit to CBM India’s Child Safeguarding Policy and Code of Conduct, and follow CBM India’s safety & security protocols.

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