Donor Care Officer (for internal and external candidates)

Organizational Context

The United Nations Relief and Works Agency (UNRWA) is a UN entity providing assistance and protection to approximately 5.8 million registered Palestine refugees across the Middle East. Its mission is to support their human development potential pending a just solution to their plight. UNRWA offers comprehensive services including education, healthcare, and social services, operating as the largest UN program in the region with over 30,000 staff, funded primarily by voluntary contributions.

Job Purpose

This role serves as the primary focal point for donors, managing all incoming inquiries related to donations, UNRWA's operations, and donor account management. The Donor Care Officer ensures timely, professional, and high-standard responses, supporting donors with contribution updates like cancellations or payment modifications to maintain a positive experience. A key responsibility is maintaining accurate and confidential donor records in the CRM system, adhering to data protection and quality standards. The position involves preparing donor communications, such as acknowledgment messages and stewardship updates, and collaborating with fundraising teams to ensure messaging is clear, accurate, and strategically aligned. The role also contributes to optimizing donor care systems, analyzing feedback for continuous improvement, and supporting fundraising campaigns during peak periods by managing increased inquiries and personalizing communications.

Responsibilities

Serve as the primary donor contact, managing all inquiries regarding donations, UNRWA's work, and donor accounts, ensuring professional and timely responses. Support donors with managing 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 adherence to data protection standards. Prepare donor communications, such as acknowledgment messages, thank-you letters, and stewardship updates, collaborating with fundraising teams to ensure messaging is clear, accurate, and strategically aligned. Design and optimize donor care systems and tools, implement workflows, manage data, and monitor system performance. Analyze donor feedback to identify areas for improvement and support donor feedback mechanisms, including surveys and reporting. Assist with fundraising campaigns by handling increased donor inquiries and personalizing communications.

Work Experience

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

Skills

Core Competencies: Communication, Working with People, Drive for Results. Other Skills: Formulating Strategies and Concepts, Deciding and Initiating Action, Applying Technical Expertise, Adapting and Responding to Change, Relating and Networking. Excellent command of spoken and written English; Arabic is a plus.

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