Careers
Join the Muslim Hands team
Donor Liaison and Administrative Assistant
Muslim Hands Canada is seeking a dedicated and relationship-focused Donor Liaison and Administrative Assistant to serve as the primary liaison between the organization and its donors. The ideal candidate will have a proven track record in donor stewardship, excellent communication skills, and a passion for fostering meaningful connections that drive philanthropic impact.
In this role, you will manage all donor interactions across multiple channels, provide timely updates and feedback, organize high-level engagements with major donors, and maintain accurate donor records. You will play a pivotal role in strengthening donor relationships, supporting fundraising initiatives, and ensuring every donor feels valued and connected to the organization’s mission.
Please note that the successful candidate will be expected to work exclusively on-site.
Application is by CV and covering letter by email to [email protected] or by hard copy to our address.
Position Summary
Donor Communication & Support
- Act as the primary contact for all donors.
- Answer incoming messages, emails and calls, ensuring queries are correctly allocated to the appropriate team and followed up until resolved.
- Maintain and update the Help Centre, ensuring FAQs and donor support documentation remain current, accurate, and donor focused.
- Proactively monitor and follow up on abandoned or incomplete donations, contacting donors by phone or email to encourage completion. Identify and flag recurring issues for review and resolution with relevant teams.
- Ensure accuracy of donor data by merging duplicate accounts, standardizing formatting, and regularly checking donation links and website usability from a donor perspective. Monitor and follow up on system issues until resolved.
- Process donor refunds promptly and provide status updates to donors within 24 hours of request.
- Organize and maintain shared donor care resources, including positive feedback examples, complaints logs, and monthly reports. Create training guides and onboarding materials for new team members.
- Collaborate with fundraising teams to execute SMS/WhatsApp donor engagement campaigns, analyze success rates, and provide recommendations for future initiatives. Advise on attribution tracking for events, collaborations, and other income sources.
Donor Relationship Management
- Maintain and strengthen relationships with current and potential donors through regular communication, timely distribution of donor feedback reports, project updates, and resolving any issues raised.
- Stay updated on program and campaign information to provide accurate responses and share relevant materials with donors.
- Organize high-level meetings with major donors and senior management/trustees to further develop relationships.
- Develop and update donor profiles, guidance notes, and outreach tools, including donor recognition programs; assist in strategies to expand the organization’s donor base through research and funding trend mapping.
- Develop and maintain major donor profiles. Recommend process improvements for donor engagement, support recognition events, and identify potential major donors through giving analysis.
- Identify at-risk donors using predefined criteria (e.g., lapsed giving, declined payments, reduced engagement) and implement targeted outreach strategies to retain support. Encourage donors to share feedback through surveys and reviews.
- Coordinate with country offices to fulfil special donor requests such as photos, videos, letters, plaques, and project updates. Seek donor approvals for project changes when necessary.
Donations & Reporting
- Record and manage donations on systems, including cheques, cash, e-transfers, and agency contributions; update monthly payments and manage cancellations.
- Produce and share regular reports on donor trends, satisfaction levels, and communication patterns to support strategic decision-making. Provide quarterly feedback analysis to management.
- Assist with recruitment, training, and supervision of seasonal call centre teams for major campaigns such as Ramadan and Qurbani. Build targeted donor lists, develop calling scripts, monitor live performance, and report on campaign outcomes.
- Perform other duties as assigned, including supporting programmatic and fundraising activities.
Qualifications & Experience
- Bachelor’s degree in communications, fundraising, nonprofit management, business administration, or a related field
- 2 years of experience in donor relations, fundraising, customer service, or stakeholder engagement, preferably within the nonprofit sector.
- Proven experience managing donor or client relationships with a focus on retention and engagement.
- Excellent organisation skills and attention to detail
- High standard of written and verbal communication skills
- Demonstrate excellent customer skills and ability to work pro-actively and flexibly
- Demonstrate working experience in internal communication and reporting
- Be well versed in MS Word, Excel, PowerPoint and other IT systems and applications
- Demonstrate ability to work under pressure and to tight deadlines
About Muslim Hands
When, in 1993, the Bosnian War brought devastation to eastern Europe, a community in Nottingham, England, was moved to take action. This small team of volunteers started by collecting money, clothes and medicine for the struggling people of Bosnia.
From this grassroots movement, Muslim Hands has grown into an international aid agency and NGO. Since then we have responded to numerous emergencies worldwide, and established myriad long-term projects like schools, health clinics and livelihood programmes.
Muslim Hands was incorporated in Canada as a separate and independent entity in October 2015 and there is a pending application for registration with the Canada Revenue Agency. Delivery of projects outside of Canada is through an affiliated Muslim Hands organization.
Muslim Hands is determined not just to provide immediate relief but to battle the root causes of poverty worldwide. We work beyond the immediate needs of communities, ensuring they have sufficient support for the long term.
How To Apply
Application is by CV and covering letter by email to [email protected] or by hard copy to our address.
Apply Now
Muslim Hands Canada is an international aid agency and NGO working globally to help those affected by natural disasters, conflict and poverty. Muslim Hands Canada is a registered charity with the Canada Revenue Agency (Charity Registration No. 81126 4985 RR0001).