Retention Associate

 

Title: Retention Associate

Schedule Format - Location: Hybrid - San Francisco

Pay Information: $68,233 - $85,291

The Retention Associate plays a key role in strengthening donor engagement and retention by enhancing member communications, promoting member benefits, and supporting critical donor services and administrative operations. This position reports to the Member Experience Manager. This position works across multiple teams to ensure donors have a positive and rewarding experience with KQED, while helping identify opportunities to deepen relationships with supporters and improve retention outcomes.

KQED envisions a public media organization with a culture that centers on human dignity, equity, and belonging. This will enable us to better serve and reflect the Bay Area through diverse and inclusive storytelling. 

We value the contributions of marginalized people in society — including Black, Indigenous, and all people of color,  people with disabilities, and LGBTQIA+ people — and we believe that these communities must be centered in the work we do, and we strongly encourage members of these communities to apply.

KQED Code of Ethics  https://www.kqed.org/about/code-ethics

The mission that drives us:

KQED provide citizens of Northern California with a community-supported alternative to commercial media.   We provide citizens with the knowledge they need to make informed decisions; convene community dialogue; bring the arts to everyone and engage audiences to share their stories. We help students and teachers thrive in 21st-century classrooms, and take people of all ages on journeys of exploration- exposing them to new people, places and ideas.

This role will work hybrid between working in KQED's newly renovated headquarters and working remotely. 

Key Responsibilities

Donor Communications & Engagement (25%)

• Develop and improve donor communication touchpoints, with a particular focus on KQED’s most committed supporters.
• Create opportunities for meaningful two-way communication that helps donors feel connected to KQED’s mission while providing valuable insight into donor interests and preferences.
• Manage donor feedback initiatives, including regular surveys and outreach campaigns.
• Analyze donor feedback, engagement data, and campaign performance to identify trends and recommend improvements.
• Support testing and optimization of communication strategies to increase donor satisfaction, engagement, and retention.

Member Benefits & Events (25%)

• Increase donor awareness and utilization of member benefits, services, and events, with a strong emphasis on KQED Passport.
• Collaborate with internal stakeholders to develop and promote engagement opportunities that enhance the donor experience.
• Identify and recommend customer service improvements that support long-term donor retention and loyalty.
• Assist with communications and outreach related to member programs, benefits, and special events.
• Participate in after-hours events and community engagement tabling opportunities as needed, including evening and occasional weekend assignments.

Donor Services & Administrative Support (50%)

• Distribute donor relations cases and identify high-priority issues requiring escalation to appropriate staff.
• Coordinate routine donor mailings and maintain productive relationships with external vendors.
• Prepare and process donor digital premium fulfillment activities, including digital premiums and fundraising drive premiums.
• Process invoices and maintain accurate records related to donor services and vendor management.
• Project manage creative requests by coordinating timelines, stakeholders, and deliverables across teams.
• Support day-to-day donor services operations to ensure a seamless and positive member experience.

Qualifications

• Strong written and verbal communication skills with a customer-service mindset.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Experience analyzing feedback, survey results, or engagement data to inform recommendations.
• Proficiency with CRM systems, spreadsheets, and standard office software. Experience with Revolution CRM is a plus.
• Ability to collaborate effectively across departments and with external vendors.
• Commitment to delivering exceptional donor and member experiences