Donor Care Officer (Re-advertised - for internal and external candidates)

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, updates donor records, designs donor care systems, and supports fundraising campaigns to enhance donor engagement and satisfaction.

Responsibilities

• Acts as the primary focal point for donors, managing all incoming inquiries related to donations, UNRWA’s work, and donor account management, ensuring timely and professional responses.
• Supports donors in managing updates to their contributions including cancellations, upgrades, and payment modifications to ensure a positive donor experience.
• Maintains and regularly updates donor records in the CRM system ensuring completeness, accuracy, confidentiality, data protection, and quality assurance.
• Manages communications related to donors by preparing acknowledgment messages, thank-you letters, stewardship updates, and other tailored materials throughout the donor journey.
• Collaborates with Digital Fundraising and Donor Retention teams to review, analyze, and validate donor-facing messaging for clarity, accuracy, strategic alignment, and effective engagement.
• Designs and optimizes donor care systems and tools, implements system workflows, data management, and reporting, while monitoring system performance and user utilization.
• Oversees and analyzes 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.
• Supports fundraising campaigns during peak periods by handling increased donor inquiries, personalizing donor communications, and ensuring smooth donor journeys.
• Performs other duties as assigned by the supervisor.

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.
• Excellent command of spoken and written English; Arabic is a plus.
• Candidates must specify current involvement in any outside activities including employment, consultancy, board membership, public speaking/writing, teaching, conferences, training, voluntary work, political activity, fundraising/donation for non-UNRWA entity, running for public office, role in political party or organizations, owning business, work for government/NGO/private company/charity, UNRWA partner/vendor, full/part-time, paid or not.
• Applicants must reside in Jordan and within commuting distance of the duty station with authorization to work in Jordan at the time of application.
• Candidates must answer if they have previously been a recipient under the EVR or EVS schemes.
• Candidates must confirm if they currently hold a contract of 1 year or more with UNRWA and if they have completed their mandatory probation period.
• Applicants must provide complete and accurate information in the application and are subject to background checks including academic credential verification, employment history, ClearCheck, INTERPOL, and certification of non-conviction where available.

Skills

• Donor Relations
• Customer Service
• Donor Account Management
• Fundraising Campaigns
• Donor Communication
• Donor Care Systems Design
• Inquiry Management
• Records Keeping
• Written Communication
• Spoken Communication
• Background Checks
• Academic Credential Verification
• Employment Verification

Languages

English, Arabic