The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
The IRC’s External Relations team comprises colleagues and teams delivering marketing, fundraising, brand stewardship and communications to support this work. As part of External Relations, the Mass Markets USA (MMUSA) program is responsible for raising $70+ million in unrestricted revenue annually in the U.S. market and plays a meaningful strategic role in the creation of the IRC’s brand, awareness and support for its advocacy goals.
Job Overview
The Officer, Sustainer Retention supports the strategy and execution of the IRC’s monthly, quarterly, and annual donor (sustainer) program — a key revenue stream projected to raise over $20M annually from more than 50,000 recurring supporters. This role focuses on deepening donor relationships, improving retention, and maximizing the long-term value of the sustainer file through high-quality, audience-led, multichannel campaigns.
Reporting to the Associate Director of Retention & Integrated Marketing — and working in close partnership with the Senior Officer, Standard Retention; audience leads; channel leads; analytics; MarTech; production; and external vendors — the Officer helps implement and optimize sustainer donor journeys across email, SMS, p2p text, direct mail, telemarketing and other channels, while supporting personalized touchpoints for high-value sustainer segments.
Key Responsibilities
Sustainer Engagement & Retention Strategy (40%)
● Support the development and execution of integrated campaigns that improve sustainer retention and reduce attrition.
● Build and manage donor journeys across channels including email, SMS, telemarketing, and direct mail.
● Monitor performance metrics (e.g., donor retention, lifetime value, attrition) and support continuous optimization.
● Support rollout of stewardship initiatives including donor recognition moments, premiums, and milestone messaging.
Conversion, Upgrades & Audience Development (20%)
● Support Senior Officer of Standard Retention to execute strategies to convert one-time donors to monthly giving across digital and offline channels.
● Coordinate with acquisition, channel, and audience teams to identify and segment prospects for conversion and upgrades.
● Support telemarketing and other channel vendor implementation of campaigns focused on saving, reactivating, and upgrading sustained donors.
Campaign Coordination & Vendor Management (20%)
● Manage timelines, deliverables, and workflows for sustainer-focused campaigns in collaboration with internal and external partners.
● Coordinate with production leads to ensure campaigns are deployed accurately and consistently across platforms.
● Track and troubleshoot vendor performance, working with creative and analytics teams to uphold quality standards.
Operations, Reporting & Support (20%)
● Partner with the analytics team to maintain accurate reports and dashboards.
● Review and track campaign and donor-level data to inform future testing and segmentation.
● Serve as a point of coordination across MMUSA, including with the Supporter Care team, to ensure sustainers receive timely, high-quality service and resolution.
● Coordinate with Mid-Level, Bridge, Planned Giving, and other program teams for shared donor stewardship efforts.
Innovation & Testing (5%)
● Identify opportunities to test new approaches, creative, or messaging strategies across channels to improve sustainer retention and engagement.
● Contribute ideas for pilot programs and analyze test results to support a culture of innovation and learning within the sustainer program, with an eye toward long-term growth and retention.
● Stay current on sector trends and performance benchmarks in the US, EU/UK, and among IRC's peer organizations.
Job Requirements
Education:
● Bachelor's degree in communications, marketing, or a closely related field preferred. Equivalent experience also considered.
Work Experience:
● At least 5 years of experience in donor engagement, direct marketing, or development.
● Experience managing donor journeys or retention programs, ideally including monthly giving programs.
● Strong familiarity with CRM systems, segmentation, and campaign workflows.
Proven Skills and Proficiencies:
● Highly organized, detail-oriented, and deadline-driven.
● Strong understanding of multichannel campaign execution and donor experience design.
● Skilled collaborator with experience working across teams and managing vendor relationships.
● Proficiency with Salesforce, Springboard, and/or other CRM and marketing platforms preferred.
● Analytical mindset with experience using data to improve performance and retention.
● Passionate about donor engagement and long-term value generation.
● Dedication to the mission and values of the International Rescue Committee.
Working Environment:
This role may require working remotely or in hybrid remote/office environments. Occasional travel may be required. Applicants must have a home or alternate workspace they can effectively complete their work from during regularly scheduled hours.
Compensation: (Pay Range: $77,000 - $87,000) Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.
PROFESSIONAL STANDARDS
All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.
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Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.
US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $163 per month, dental starting at $6.50 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.
Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.
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