Donor Care Officer

Job Posting Organization:
The United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) is the largest United Nations operation in the Middle East, established to provide assistance and protection to Palestine refugees. With over 30,000 staff members, UNRWA operates in five areas of operation, focusing on education, health care, social services, and emergency assistance. The agency is committed to helping Palestine refugees achieve their full potential in human development despite the challenging circumstances they face. UNRWA relies almost entirely on voluntary contributions from UN member states, regional bodies, business foundations, and individual donors to fund its operations. The organization emphasizes integrity, professionalism, and respect for diversity in its mission and operations, aiming to create a diverse and inclusive environment for its staff and the communities it serves.

Job Overview:
The Donor Care Officer plays a crucial role in managing relationships with donors and ensuring their inquiries and contributions are handled with the utmost professionalism and care. This position involves acting as the primary point of contact for donors, overseeing all inquiries related to donations and UNRWA's work. The officer is responsible for maintaining accurate donor records in the CRM system, ensuring compliance with data protection and confidentiality standards. The role also includes preparing acknowledgment messages, thank-you letters, and stewardship updates to enhance donor engagement. The Donor Care Officer collaborates with various teams to ensure that donor communications are clear, accurate, and strategically aligned with UNRWA's goals. Additionally, the officer is tasked with designing and optimizing donor care systems and tools, analyzing donor feedback, and supporting fundraising campaigns during peak periods to ensure a seamless donor experience.

Duties and Responsibilities:

• Serve as the primary focal point for donor inquiries, providing timely and professional responses.
• Manage updates to donor contributions, including cancellations, upgrades, and payment modifications.
• Maintain and regularly update donor records in the CRM system, ensuring accuracy and adherence to confidentiality standards.
• Prepare professional acknowledgment messages, thank-you letters, and stewardship updates for donors.
• Collaborate with Digital Fundraising and Donor Retention teams to validate donor-facing messaging.
• Design and optimize donor care systems and tools, implementing workflows and monitoring performance.
• Analyze donor feedback to identify areas for improvement and prepare comprehensive reports.
• Support fundraising campaigns by managing increased donor inquiries and personalizing communications.
• Ensure a positive and seamless donor experience throughout their engagement with UNRWA.

Required Qualifications:

• A university degree from an accredited institution in communications, Business Administration, Marketing, International Relations, or a relevant field.
• At least four years of relevant work experience in donor relations, customer service, communications, or related programs at the national or international level.
• Excellent command of spoken and written English is required.
• Prior experience with NGOs, humanitarian organizations, or fundraising is desirable.
• Familiarity with CRM systems and digital platforms is also desirable.

Educational Background:
Candidates must possess a university degree from an accredited educational institution in fields such as communications, Business Administration, Marketing, International Relations, or other relevant disciplines. This educational background is essential to ensure that the candidate has the necessary knowledge and skills to perform effectively in the role of Donor Care Officer.

Experience:
The position requires a minimum of four years of relevant work experience at the national and/or international level. This experience should be in areas such as donor relations, customer service, communications, or other relevant programs. Candidates with prior experience in NGOs, humanitarian organizations, or fundraising will have an advantage. Familiarity with CRM systems and digital platforms is also beneficial for this role.

Languages:
The mandatory language for this position is English, which is required at a high proficiency level (UN Level III). Arabic is considered a desirable language, but it is not mandatory. Candidates should demonstrate their language skills according to the UN Language Framework, which outlines the required proficiency levels for reading, writing, listening, and speaking.

Additional Notes:
This position is a Fixed Term Appointment for one year, subject to the availability of funds, satisfactory performance, and continuing need. The monthly basic salary for this position is JD 919.80, which may be subject to a reduced work schedule. Additional benefits include a monthly Provident Fund contribution, compulsory medical insurance, 30 days of annual leave, and a dependency allowance if applicable. The position is open to internal candidates only, and applicants must reside in Amman and have authorization to work in the duty station at the time of application. The agency will not facilitate the issuance of work permits, and without a valid work permit, the appointment may be rescinded. The incumbent may be required to travel within the agency's area of operations and may need to work outside normal duty hours on an on-call basis. Preference will be given to registered Palestine refugees and candidates who assist the agency in achieving gender parity.