Consultant for Donor Experience Strategy

Job Posting Organization:
The organization is the United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA), which was established in 194

• Its mission is to provide assistance and protection to Palestine refugees and to work towards their rights and well-being. UNRWA operates in five fields: Jordan, Lebanon, Syria, the West Bank, and Gaza, and employs over 30,000 staff members. The agency is dedicated to delivering education, health care, social services, and emergency assistance to millions of Palestine refugees.

Job Overview:
The consultant will be responsible for implementing a comprehensive donor experience strategy aimed at enhancing donor satisfaction, retention, and lifetime value. This role involves launching and optimizing multi-channel donor journeys, coordinating donor care processes, and delivering timely communications and impact reports. The consultant is expected to work 22 days per month, from Sunday to Thursday, during regular office hours in Amman, unless otherwise agreed. The position can be performed remotely or from the UNRWA headquarters in Amman, with an expected duration of 12 months.

Duties and Responsibilities:

• Strategy & Planning: Develop and implement a comprehensive donor experience strategy that spans acquisition, retention, and re-engagement, ensuring seamless journeys and consistent supporter satisfaction. Manage and report on the retention budget, ensuring resources are allocated effectively, and ROI is maximized.
• Donor Journeys & Campaigns: Design and optimize personalized donor journeys across digital channels, ensuring experiences are timely, relevant, and emotionally engaging. Launch experience-driven engagement campaigns across various digital platforms.
• Analytics & Impact Reporting: Collaborate with the Digital Analyst and CRM Manager to map donor touchpoints and behaviors, conduct surveys and focus groups, and supervise the production of donor impact reports.
• Donor Care & Stewardship: Work with the Donor Care team to ensure timely responses to donor inquiries and create systems to guarantee quality service.
• Cross-Team & Partner Collaboration: Collaborate with various teams to align acquisition and retention strategies and manage external agencies to scale donor care and engagement.
• Other Duties: Undertake additional duties to support the Private Partnerships team.

Required Qualifications:
- Advanced university degree (Master’s or equivalent) in marketing, business administration, communications, social sciences, international relations, or a related discipline. - At least 5 years of relevant work experience, including a minimum of two continuous years of relevant international experience outside UNRWA. - Experience in developing, executing, and optimizing multi-channel retention journeys. - Proficiency with CRM systems, analytics tools, and email marketing automation. - Proven ability to track and analyze fundraising KPIs and apply insights to improve retention and ROI.

Educational Background:
Candidates must possess an advanced university degree (Master’s or equivalent) in a relevant field such as marketing, business administration, communications, social sciences, or international relations. This educational background is essential for understanding the complexities of donor engagement and retention strategies.

Experience:
The position requires at least 5 years of relevant work experience, with a minimum of two continuous years of international experience outside of UNRWA. Candidates should have a strong background in developing and optimizing multi-channel donor journeys and experience with CRM systems and analytics tools.

Languages:
An excellent command of spoken and written English is mandatory. Proficiency in Arabic is considered a plus, enhancing communication with a broader range of donors and stakeholders.

Additional Notes:
The consultancy is for a duration of 12 months, with the possibility of extension based on need and budget availability. The expected start date is as soon as possible. The consultancy is equivalent to P3 level, with a daily rate of $31

• If the consultancy is conducted remotely, the consultant is expected to travel to UNRWA Headquarters in Amman for one week every three months. The United Nations does not charge any fees at any stage of the recruitment process.