Donor Experience Specialist

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

• UNRWA's mission is to provide assistance and protection to Palestine refugees and to work towards their development. The agency operates in five fields: Jordan, Lebanon, Syria, the West Bank, and Gaza, employing over 30,000 staff members. UNRWA is dedicated to promoting human rights and providing essential services such as education, healthcare, and social services to millions of Palestine refugees.

Job Overview:
The Donor Experience Specialist will be responsible for developing and implementing a comprehensive donor experience strategy that focuses on acquisition, retention, and re-engagement of donors. This role requires the specialist to ensure that donor journeys are seamless and that donor satisfaction is consistently high. The position involves managing donor care processes, optimizing multi-channel donor journeys, and delivering timely communications and impact reports to enhance donor satisfaction and retention. 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 that drive retention and donor value.
• Analytics & Impact Reporting: Collaborate with the Digital Analyst and CRM Manager to map donor touchpoints and behaviors, conduct surveys and focus groups to understand donor motivations, 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. Train team members on retention strategies and donor-centric communications.
• Cross-Team & Partner Collaboration: Collaborate with various teams to align acquisition and retention strategies, ensuring a seamless donor experience. Manage and collaborate with external agencies to enhance donor care and engagement.
• Other Duties: Undertake additional duties and special projects to support the Private Partnerships team.

Required Qualifications:
The minimum qualifications for this position include an advanced university degree (Master’s or equivalent) in marketing, business administration, communications, social sciences, international relations, or a related discipline. Candidates must have at least 5 years of relevant work experience, including a minimum of two continuous years of international experience outside UNRWA and their country of citizenship. Experience in developing and optimizing multi-channel retention journeys, CRM systems, and analytics tools is essential. Candidates should also have experience in tracking fundraising KPIs and designing donor experiences in a digital-first environment.

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 crucial for understanding the complexities of donor engagement and retention strategies.

Experience:
Candidates should have a minimum of 5 years of relevant work experience, including at least two continuous years of international experience outside UNRWA and their country of citizenship. Experience in developing, executing, and optimizing multi-channel retention journeys is essential, along with familiarity with CRM systems and analytics tools.

Languages:
An excellent command of spoken and written English is mandatory for this position. Proficiency in Arabic is considered a plus, as it may enhance 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. It is important to note that the United Nations does not charge a fee at any stage of the recruitment process.