Consultant for Donor Experience Strategy

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

• Its mission is to provide assistance and protection to millions of Palestine refugees. UNRWA operates in five fields: Jordan, Lebanon, Syria, the West Bank, and Gaza Strip, and employs over 30,000 staff members. The agency focuses on education, health care, social services, and emergency assistance, aiming to help Palestine refugees achieve their full potential in a stable environment.

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

Duties and Responsibilities:

• 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.
• 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.
• Collaborate with the Digital Analyst and CRM Manager to map donor touchpoints and behaviors, continuously refining experiences and identifying opportunities for proactive engagement.
• Conduct regular surveys and focus groups to deepen understanding of donor motivations and expectations.
• Supervise the production of donor impact reports, ensuring data and content is accurate and donor-centric.
• Work with the Donor Care team to ensure timely and professional responses to donor inquiries.
• Create and monitor donor care systems and KPIs to guarantee quality service. 1
• Collaborate with various teams to enhance stewardship and engagement for high-value donors. 1
• Undertake other duties and special projects to support the Private Partnerships team.

Required Qualifications:
The position requires 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 relevant international experience outside UNRWA and outside the country of which the candidate is a national. Experience in developing, executing, and optimizing multi-channel retention journeys is essential, along with familiarity with CRM systems, analytics tools, and email marketing automation.

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 at least 5 years of relevant work experience, with a minimum of 2 continuous years of international experience outside of UNRWA and the candidate's country of citizenship. Experience in developing and optimizing multi-channel retention journeys, as well as familiarity with CRM systems and analytics tools, is required.

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. This consultancy is equivalent to P3 level, with a daily rate of $31

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