Retention Manager

Permanent, Full-Time | Melbourne | Hybrid | SCHADS Level 5

Who are we?

At Plan International Australia, we believe that when we invest in girls, everything changes-their families, communities and entire nations rise. We tackle the root causes of inequality, shift money, power and influence toward girls and the local organisations closest to them, and mobilise evidence,resourcesand investment to create change at scale.

We are evolving. Our new strategy,GirlsRise,positions us as a bridge builder-connecting resources toimpactsolocally-ledorganisations can drive change for girls.We'reinvesting in a fundraising pipeline, thought leadership, climate finance, and AI and automation.We'rebecoming leaner,smarterand more focused. And every role plays a part.

This is where you come in.

The Role

The Retention Manager owns the program that keeps committed supporters giving for longer and grows their lifetime value-protecting the base income that sustains the entire fundraising engine.You'lluse data to understand and reduce attrition, design and run retention and reactivation programs, and ensure new supporters are onboarded into journeys that build lasting relationships.

You'llalso support the Director of Fundraising in the CRM Product Owner function-working across Fundraising and Philanthropy to prioritise system requests into the Technology, Data & AI team, ensuring clarity of communication and prioritisation.

Committed supporters are the foundation of everything we do. Without strong retention, the flywheel slows. With it, we can invest with confidence in the futurewe'rebuilding for girls.

This role sits within the Fundraising portfolio, reporting to the Regular Giving Manager, and works as a key connector across Fundraising, Donor Care, Technology Data & AI, and Finance.

What You'll Do

Retention Strategy & Programs

- Develop and deliver the regular-giving retention strategy with the Regular Giving Manager, focused on improving retention by cohort and growing lifetime value.
- Design and run retention, save,winbackand reactivation programs across channels.
- Support key retention programs for Gifts in Wills, Mid Value and Philanthropy at key moments whererequired.
- Brief and manage agencies to deliver on retention campaigns-such as missed payment and gratuity campaigns-ensuring performance data is tracked to commercial standards.
- Use data and AI to manage churn prediction and prevention campaigns.
- Set,monitorand report on retention targets and forecasts against budget.

Data & Insights

- Support the Director of Fundraising in acting as CRM Product Owner,reviewingand prioritising system requests across all Fundraising and Philanthropy teams-ensuring a single input to the CRM roadmap and data team workplan that is owned and understood across the organisation.
- Use data toidentifyand address the drivers of attrition,



and continually improve targeting,segmentationand messaging.
- Work with Technology, Data & AI to ensure systems and payment technology are optimised to support retention and payment success.
- Work with Technology, Data &AIand; Finance to understand supporter economics and the return on retention activity.

Onboarding & Supporter Journey

- Ensure new supporters are onboarded into well-designed journeys that build engagement, long-term commitment and the pipeline to higher-value giving.
- Work with Donor Care to align service and retention so supporter experience protects income.

Payments & Quality

- Manage payment success, declines and recovery programs to protect regular-giving income.
- Maintain quality and compliance across retention communications.

Collaboration & Continuous Improvement

- Coordinate with the Acquisition Manager so acquisition quality supports retention.
- Run testing and continuous improvement to lift retention performance.

How You'll Work

This role is deeply connected across teams and beyond.You'llwork closely with:

- Regular Giving-ensuring acquisition quality supports retention, sharing one view of cohort performance.
- Donor Care-aligning service and retention so supporter experience protects income and reduces avoidable attrition.
- Technology, Data & AI-ensuring systems, payment technology and CRM requests are optimised,prioritisedand communicated transparently.
- Finance-using supporter economics and one shared view of lifetime value to prioritise retention investment.
- Director of Fundraising-ensuring CRM Product Ownership is clearly held within Fundraising,providinga singular view of priorities for the CRM roadmap and sprint planning.

Your external connections include retention, telemarketing and payment suppliers, and supporters.

We practise feminist leadership at Plan International Australia. That meansyou'llshare power and decision-making, seek out the strengths of colleagues, and hold clear accountability for your areas of responsibility.You'llwork beyond traditional team boundaries, embracing collaboration and coaching over directing.You'llbe empowered to make decisions within your remit-consulting those with a stake and escalating when decisions are high-risk or hard to reverse.

We also expect openness to using AI andnew technologyresponsibly and ethically, helping us work smarter and deliver greater impact for girls.

What You'll Bring

Skills & Experience





- Experience in donor or customer retention,loyaltyor lifecycle marketing-ideally in a fundraising environment.
- Solid analytical skills and the ability to use data to reduce attrition and grow lifetime value.
- Experience designing and running retention,reactivationand payment-recovery programs.
- Sound supplier and campaign management.
- Understanding of the link between acquisition quality,onboardingand retention.
- Knowledge of CRM, preferably Salesforce, including the ability to support product ownership.
- Relevant tertiary qualification and/or equivalent relevant experience.

Connection & Collaboration

- Demonstrated ability to work effectively across team boundaries and join up work between functions.
- Experience holding shared accountabilities and managing handoffs between teams.
- Experience managing retention or telemarketing suppliers.

Values & Ways of Working

- A demonstrated commitment to gender justice, feministleadershipand sharing power.
- Willingness to work in connected, collaborative, non-hierarchical ways.
- An adaptive mindset-comfort with change,ambiguityand evolving ways of working.
- A deep commitment to child protection and safeguarding.

Safeguarding, Gender Equality & Inclusion

Safeguarding, gender equality,inclusionand anti-racism are central to who we are and how we work. We take seriously our responsibility to ensure that we-and anyone whorepresentsus-does not harm, abuse or commit any act of violence against the people we work with, including children, young people, and all participants and partners.

As part of our commitment to safe environments, candidates willbe requiredto complete a satisfactory National Police Check, sign our Safeguarding policies and code of conduct, and where necessary complete a Working with Children Check.

Why Plan International Australia?

- You will get up each day knowing your work helps create justice and equality for girls.
- Hybrid working:We do some of our work in the office and some at home-and honour true flexibility.
- You’llfind strength in our diversity,inclusivenessand mutual respect.
- Salary packagingup to $15,900 in pre-tax salary packaging plus $2,650 meals and entertainment packaging, increasing your take-home pay.
- You’llbe part of a bold strategic shift — helping build an organisation that is leaner,smarterand more impactful.
- Connection:regular team events, offsites, and active staff-led communities including our Diversity, Equity & Inclusion Working Group, Reconciliation Action Plan Group, Pride Network Committee and Social Committee.

Plan International Australia is committed to the safety and wellbeing of children and young people.

We welcome applications from all backgrounds and identities.

Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, and LGBTIQ+ individuals are encouraged to apply.

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📌 Retention Manager (Melbourne)
🏢 Plan International
📍 Melbourne