Sponsorship Care & Engagement Coordinator

Description

Everknown, formerly Orphan Outreach is a global ministry with a simple belief that every child deserves to grow up known, supported, and equipped for healthy independence in the places they call home.  

We are looking for a Sponsorship Care and Engagement Coordinator to lead the day-to-day sponsor experience through personal relationship care, meaningful communications, and timely follow-up.This position helps sponsors feel known, valued, and connected to the children and programs they support, strengthens retention, and helps interested individuals become active sponsors.

Working with the Manager of Development and Sponsorships, the sponsorship operations team, Development, Programs, and Marketing, this role owns sponsor-facing messaging, distribution, responses, and relationship documentation. The operations team collects, reviews, and prepares child materials; this coordinator uses approved materials to build ongoing sponsor engagement.

Responsibilities & Tasks

Sponsor Care and Onboarding

• Lead ongoing sponsor care across the program, using a planned outreach cadence and prioritizing new sponsors, upcoming renewals, missed payments, and signs of disengagement.
• Personally welcome new sponsors within 10 business days of enrollment; explain the sponsorship experience, confirm communication preferences, and help resolve onboarding questions.
• Manage sponsor inquiries through the sponsorship inbox, voicemail, phone, text, and other channels; respond thoughtfully within two business days.
• Build relationships through calls, personalized emails and texts, thank-you letters, and handwritten notes; use sponsor interests and history to guide future interactions.

Sponsor Communications and Engagement

• Execute the sponsor communication calendar, including impact reports, child updates, seasonal touchpoints, gratitude messages, mass emails, texts, and mailings.
• Receive approved content, matched audiences, and delivery deadlines from the Sponsorship Operations and Project Coordinator; verify recipient lists and coordinate timely delivery.
• Coordinate mailing execution and routine support with the Sponsorship Coordinator Assistant and follow up on sponsor responses and delivery issues.
• Plan sponsor video projects and coordinate content, production support, and delivery with Programs, Marketing, creative staff, and international teams.
• Maintain welcome, stewardship, and renewal email automations; check audiences, timing, accuracy, and results with the appropriate staff.
• Use approved stories and images that respect the dignity, privacy, and safety of children and families and follow everknown communication standards.

Retention and Renewal Follow Up

• Initiate personal outreach with sponsors through calls, texts, handwritten notes, and emails with the intent to grow in relationship, engage the sponsor, and know the sponsor more.
• Help sponsors resolve questions or payment issues through approved processes.
• Follow up on cancellation concerns within five business days; listen carefully, document reasons, and explore appropriate options without pressuring sponsors.
• Coordinate sponsor communications about child transitions with the operations team and help sponsors understand available next steps.
• Escalate unresolved concerns and significant donor relationship opportunities to the Manager of Development and Sponsorships.

Records and Reporting

• Maintain accurate sponsor records and timely CRM documentation of contacts, preferences, concerns, next steps, acquisition sources, and cancellation reasons.
• Prepare monthly reporting on welcomes, completed contacts, inquiry response times, renewal follow-up, new paid starts, cancellations, and sponsor retention.
• Work with the manager and Finance to connect care activities to additional paid months and collected revenue, distinguishing acquisition from retention and recording additional gifts separately.
• Help establish service baselines and realistic targets; participate in quarterly reviews and recommend improvements based on sponsor feedback and results.

Growth and Team Collaboration

• Support manager-directed acquisition efforts through inquiry follow-up, sponsor invitations, referrals, enrollment assistance, church events, Christian radio campaigns, and sponsorship events.
• Identify sponsors interested in deeper involvement or additional giving and refer opportunities to the Manager of Sponsorship and Development.
• Partner with operations on content handoffs, deadlines, and sponsor correspondence requiring in-country follow-up; participate in team planning and improve care processes.
• Travel domestically or internationally as required and perform other duties as assigned to further the mission of everknown.

Requirement

Position Requirements, Knowledge, Skills & Abilities

• Committed Christian who adheres to Christian principles and values and understands the church’s role as an advocate for vulnerable children and families.
• One to two years of customer service, donor relations, administrative, or other relational work experience, or a college degree; bachelor’s degree desired.
• High proficiency with computers and Microsoft Office; experience with CRM, donor management systems, email communications, or automations preferred.
• Strong relational and written communication skills; comfortable initiating phone conversations and providing thoughtful, personalized follow-up.
• Strong attention to detail, sound judgment, initiative, and accountability; able to prioritize outreach, meet deadlines, maintain confidentiality, and collaborate across teams.