Donor Care Officer

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, 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.
• Oversees 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.
• Performs other duties as may be 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 currently reside in the duty station or within commuting distance and have authorization to work in the duty station at the time of application.
• Prior experience with NGOs, humanitarian organizations, or fundraising is desirable.
• Experience with CRM systems and digital platforms is desirable.
• Good understanding of the context of Palestine refugees and UNRWA operations is desirable.

Skills

• Donor Relations
• Customer Service
• Communications
• Fundraising Campaigns
• Donor Account Management
• CRM Systems
• Digital Platforms
• Donor Communication
• Donor Care Systems
• Record Management

Languages

English, Arabic