Donor Care Officer - Internally Only

Organizational Context

UNRWA is the largest United Nations operation in the Middle East, employing over 30,000 staff across five operational areas. The agency seeks committed individuals passionate about building donor relationships and connecting global supporters with Palestine refugees. This Donor Care Officer role reports to the Donor Engagement Officer (Digital Fundraising), P3.

Job Purpose

The Donor Care Officer serves as the primary point of contact for donors, managing all incoming inquiries regarding donations, UNRWA's work, and donor account management. This role ensures timely, professional, and high-standard responses, supporting donors with contribution updates and modifications to ensure a positive experience. Key functions include maintaining accurate donor records in the CRM, preparing donor communications, and collaborating with fundraising teams to align messaging. The officer also optimizes donor care systems, analyzes feedback for improvements, and supports fundraising campaigns by managing increased donor interactions and personalizing communications.

Responsibilities

Serve as the primary donor focal point, managing inquiries about donations, UNRWA's activities, and donor accounts, ensuring professional and timely responses. Facilitate donor contribution updates, including cancellations, upgrades, and payment modifications, to ensure a seamless donor experience. Maintain and update donor records in the CRM system, ensuring accuracy, completeness, confidentiality, and data protection. Prepare donor communications such as acknowledgment messages, thank-you letters, and stewardship updates. Collaborate with Digital Fundraising and Donor Retention teams to review and validate donor-facing messaging for clarity and strategic alignment. Design and optimize donor care systems, workflows, and reporting tools, monitoring performance and user utilization. Analyze donor feedback through surveys and other mechanisms to identify areas for improvement and prepare reports with recommendations. Support fundraising campaigns by managing increased donor inquiries and personalizing communications.

Work Experience

A minimum of four years of relevant work experience in donor relations, customer service, or communications at the national or international level is required. Prior experience with NGOs, humanitarian organizations, or fundraising is desirable, as is experience with CRM systems and digital platforms.

Skills

UN Core Values (Integrity, Professionalism, Respect for Diversity), Core Competencies (Communication, Working with People, Drive for Results), Formulating Strategies and Concepts, Deciding and Initiating Action, Applying Technical Expertise, Adapting and Responding to Change, Relating and Networking.

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