We are looking for a Loyalty & Retention Expert!
SOS Children’s Villages in Albania is looking for a Loyalty & Retention Expert responsible for building and maintaining the relationship with individual donors.
Are you passionate about building meaningful relationships and ensuring long-term donor engagement? We are seeking a Loyalty Expert to join our team and lead the charge in cultivating lasting bonds with our valued individual donors, especially our committed givers.
About us:
SOS Children’s Villages in Albania is a nongovernmental and nonpolitical organization, which provides family-like care since 1995. We are present in 136 countries and territories around the world. We respect all religions and cultures and work with trusted partners so we can contribute to social development.
We work to prevent family breakdown and care for children who have lost parental care, or who risk losing it. Our vision is a world where every child belongs to a family and grows with love, respect and security. We work with communities, partners and states to ensure that the rights of all children are respected and fulfilled.
About you:
Requirements for the position:
- Proven experience in donor/client relations, sales, marketing, fundraising, or loyalty activities is an advantage.
- Strong communication skills (verbal and written).
- Highly organized, with attention to detail and the ability to manage multiple tasks.
- Creativity in designing engagement strategies and content.
- Ability to work collaboratively across teams and manage events.
Knowledge, skills, abilities
- Communication: Skilled in multichannel (call, email, SMS, in-person) and client/donor-centred communication.
- Activity implementation: organized and efficient in handling multiple donor campaigns and events.
- Data & Detail: Strong in data analysis and meticulous in tracking donor interactions.
- Teamwork: Collaborative across departments to ensure campaign success.
- Personal Qualities: Empathetic, ethical, resilient, creative, and results-driven.
Main tasks and responsibilities
- Donor Relationship Management: Innovatively develop and implement strategies to nurture long-term relationships with individual donors, in alignment with the business plan and fundraising targets.
- Lifecycle Monitoring: Track and optimize the donor lifecycle, proposing improvements to enhance donor retention and satisfaction.
- Welcome Experience: Ensure every committed giver receives a comprehensive welcome package through calls, SMS, and emails. Maintain documentation of all communications.
- Donation Tracking: Monitor and record reasons for closed donations, keeping detailed evidence for each.
- Complaint Handling: Act as the primary point of contact for donor complaints. Manage the resolution process and prepare detailed reports on outcomes.
- Campaign implementation: Plan and execute segmented campaigns for one-off and upgraded donations through various communication channels (emails, calls, SMS).
- Event Coordination: Lead the planning and execution of donor appreciation events, including the annual, 1st of June and End-of-year celebration. Coordinate activities across departments.
In the framework of Safeguarding
SOS Children’s Villages Albania is committed to upholding and promoting its core values, beliefs, and high ethical standards at all levels. We expect all employees to respect these standards and contribute to maintaining a safe and responsible work environment. As part of the recruitment process, reference checks will be conducted to ensure compliance with these expectations. This initiative is intended to prevent applications from unsuitable candidates.
- Has the responsibility to protect children from all forms of abuse, abandonment, manipulation, violence and discrimination.
- Has the responsibility to report any suspicions, concerns, allegations or incidents regarding the safety of children immediately without delay.
- Ensures confidentiality and sharing of information as needed.
- He / she is expected to promote and support a culture of respect, dignity, trust and accountability that deters violations in line with PSHEA document.
- Ensures responsible use and protection of organizational assets in line with the Anti-Fraud and Anti-Corruption Guidelines and the Financial Regulations of SOS Children’s Villages.
Terms:
- This is a part-time (20 hours per week), 5 days a week:
- Employment contract in accordance with the Labour Legislation of the Republic of Albania;
- Training both at the beginning and in the process of work;
- A team of friendly professionals ready to help.
Please note, only shortlisted candidates will be contacted
If you recognize yourself in the text above, please send us your resume and a short motivation letter until Feb 20, 2026 at hr@soskd.org.al
