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Donor Communications & Operations Manager

ABOUT US

At Palmera (www.palmera.org), we are an Australia-based international agency with local operations in Sri Lanka, dedicated to advancing the economic inclusion of vulnerable communities. We implement directly where needed, but primarily deliver impact through strong, locally led partners across the country. We are committed to working efficiently with lean resources—so every dollar stretches further, and impact is maximised in the communities we serve.

ABOUT THE ROLE

The Donor Communications and Operations Manager owns how Palmera stewards its donors and tells its impact—end to end. You will build and guide our storytelling ecosystem (staff and outsourcers), ensure ethical/DFAT-aligned story capture, keep our voice true in editing, and deliver timely, transparent updates and reports grounded in verified programme data.

You’ll also be the owner of our donor CRM (Salesforce), partnering with Finance and the Communications Officer to keep records clean, reconciled, and useful, while running channel workflows (social, web, newsletters) and strengthening the operational systems that keep us compliant and accountable.

To do this well, you’ll spend at least five (5) days each month in the field with programme teams—seeing the work first-hand, meeting families, and grounding stories and data in reality. We’re looking for someone engaged to make a difference, digitally fluent, and comfortable moving between strategy and hands-on delivery. Trilingual (Tamil/Sinhala/English) is highly considered; strong English plus one local language is a minimum.

KEY ELEMENTS OF THE ROLE

Donor Communications

Own the end-to-end donor communications cycle: build the storytelling network (staff and outsourcers), ensure ethical/DFAT-aligned story capture, keep the voice true in editing, and deliver timely updates and reports that make impact clear and transparent.

  • Identify & Brief Storytellers: Maintain a pool of writers/filmmakers/editors; issue clear briefs and align on voice, safeguarding, and accuracy.
  • Capture & Compliance: Coordinate story, photo, and video collection with field teams; ensure consent, child-safeguarding, privacy, and attribution.
  • Edit & QA: Oversee editing (with the Palmera Communications Officer) to ensure dignity, accuracy,
    and fit with Palmera’s values.
  • Schedule & Deliver: Produce and send ongoing donor updates (incl. video) on agreed timelines;
    manage trackers/CRM and distribution.
  • Report & Validate: Lead end-of-year and grant reports; integrate narrative with verified programme data.
  • Donor Servicing: Coordinate donor requests and plan/support field trips—briefs, itineraries, logistics,
    safeguarding, and follow-ups.

Branding, Social Media & Outreach

  • Channel Workflow: Run the calendar and workflow for social, website, newsletters, and donor-facing materials.
  • Consistency: Ensure one coherent voice, design, and story across all donor touchpoints.

Donor Data & CRM (Salesforce)

  • Ownership & Governance (with Finance & Communications): You are the Salesforce system owner, partnering with Finance and the Communications Officer to maintain a single source of truth— clear field standards, naming conventions, tags, and dedupe rules.
  • Data Hygiene & Reconciliation (with Finance): Reconcile pledges, payments, and receipts; ensure correct gift coding (incl. restricted funds), receipting, and auditable records
  • Segmentation & Reporting (with Communications): Build segments and dashboards for stewardship cycles, compliance, and reporting; schedule reliable exports for donor updates and end-ofyear reports.

Branding, Social Media, and Outreach

  • Manage the workflow for Palmera’s social media, website, newsletters, and donor-facing branding materials
  • Ensure consistency of voice, design, and storytelling across all donor touchpoints

Operations & Compliance

  • Operational Management: Lead and strengthen Palmera’s core operations—spanning compliance, financial coordination, reporting, and systems—to ensure efficient, accountable delivery.
  • Regulatory Oversight: Support compliance with local regulations and international donor requirements.

EXPERIENCE AND COMPETENCIES

  • Passionate about working in the international development sector
  • High digital literacy and creative skills
  • Highly developed interpersonal skills including the ability to liaise with a diverse range of stakeholders and organizations, make decisions, solve problems and negotiate.
  • Advanced written and oral communication skills, including the ability to write quality cases/pitches for support and excellent presentation skills.
  • Strong organisational skills including time management, attention to detail and the ability to manage multiple tasks
  • Experience in the application of digital literacy and communications for fundraising appeals and campaigns, including experience working with experts in the above-mentioned disciplines.
  • A bachelor’s degree in a business, marketing or other related field, with at least 3 years of relevant experience

HOW TO APPLY

Applications should include a current CV with a cover letter. Please send details to [email protected] Palmera is inclusive agency and encourages women and persons with a disability to apply.

Palmera is a child safe organisation and requires personnel to undertake regular Criminal Record Checks and sign and abide by the Palmera Code of Conduct.

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