Donor Care Officer - Internally Only, 14

The Donor Care Officer acts as the primary focal point for donors, managing inquiries related to donations and donor account management, ensuring timely and professional responses. The role supports donor communications, maintains donor records, analyzes donor feedback, and supports fundraising campaigns to ensure a positive donor experience.

Responsibilities

• Acts as the primary focal point for donors, overseeing and managing all oncoming inquiries related to donations, UNRWA’s work, and donor account management, ensuring timely and professional responses that uphold high standards of service and engagement.
• Supports donors in managing updates to their contributions, including cancellations, upgrades, payment modifications, ensuring positive and seamless donor experience.
• Maintains and regularly updates donor records in the CRM system, ensuring completeness, accuracy, and adherence to confidentiality, data protection, and quality assurance standards.
• Manages communications related to donors by preparing professional acknowledgment messages, thank-you letters, stewardship updates, and other tailored materials throughout the journey.
• Collaborates closely with the Digital Fundraising and Donor Retention teams to review, analyze and validate donor-facing messaging, ensuring clarity, accuracy, strategically aligned, and effectively engages donors.
• Designs and optimizes donor care systems and tools, implements in system workflow, data management, and reporting, while monitoring systems performance and user utilization.
• Overseas and analyses donor feedback to identify gaps for continuous improvement.
• Supports donor feedback mechanisms, including designing donor surveys, analyzing data to assess satisfaction levels, and preparing comprehensive reports and recommendations that inform decision-making.
• Supports fundraising campaigns during peak periods by handling increased donor inquiries, personalizing donor communications, and ensuring smooth donor journeys.

Requirements

• A university degree from an accredited educational institution in communications, Business Administration, Marketing, International Relations, or other relevant fields.
• At least four years of relevant work experience at the national and/or international level in donor relations, customer service, communications, or other relevant programmes is required.
• Excellent command of spoken and written English is required.
• Prior experience with NGOs, humanitarian organizations, or fundraising is desirable.
• Experience with CRM systems and digital platforms is desirable.
• Do you currently hold a contract of 1 year or more with UNRWA? If yes, please confirm whether you have completed your mandatory probation period. It is required.
• Are you a registered Palestine refugee? If yes, please provide your Ration Card Number. It is highly recommended to respond to this question in order to assist us in further assessing your application is required.
• Do you have close relative(s) in UNRWA (mother, father, daughter, son, sister brother)? If yes, please provide full name(s) and relationship is required.
• Are you currently residing in Duty station. Please specify your current location. It is required.
• Indicate your current involvement in any outside activities, as it is required. Including but not limited to employment, independent contractor/freelance consultant, board member (corporate, academic, etc), expert group, lobby, public speaking/writing (article, book, blog, social media etc), teaching, conferences, training, press statement, voluntary work, political activity, fundraising/donation for non-UNRWA entity, running for public office, role in political party or orgs, owning business, work for gov./NGO/private company/charity, UNRWA partner/vendor, full/part-time, paid or not.

Skills

• Donor Relations
• Customer Service
• Communications
• Fundraising Campaigns
• Donor Account Management
• Donor Feedback Analysis
• CRM Systems
• Digital Platforms
• Written English
• Spoken English

Languages

English, Arabic