Donor Care Officer

Job Posting Organization:
The United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) was established by the United Nations General Assembly in 194

• Its primary mission is to provide assistance and protection to approximately 5.8 million registered Palestine refugees across Jordan, Lebanon, Syria, the West Bank, and the Gaza Strip. UNRWA aims to help these refugees achieve their full potential in human development while awaiting a just resolution to their situation. The agency operates the largest UN operation in the Middle East, employing over 30,000 staff members and is primarily funded through voluntary contributions from UN member states, regional bodies, business foundations, and individual donations. UNRWA is dedicated to making a tangible difference in the lives of one of the most vulnerable communities in the world, and it seeks individuals who are passionate about contributing to this mission.

Job Overview:
The Donor Care Officer position is integral to UNRWA's efforts in managing donor relations and ensuring a positive experience for contributors. The incumbent will serve as the primary point of contact for donors, addressing inquiries related to donations and UNRWA's operations. This role requires a proactive approach to managing donor accounts, including updates to contributions, cancellations, and payment modifications. The officer will maintain accurate donor records in the CRM system, ensuring compliance with confidentiality and data protection standards. Additionally, the officer will collaborate with various teams to enhance donor communications, prepare acknowledgment messages, and develop tailored materials that engage donors effectively. The position also involves designing donor care systems, analyzing feedback for continuous improvement, and supporting fundraising campaigns during peak periods. Overall, the Donor Care Officer plays a crucial role in fostering strong relationships with donors and enhancing their engagement with UNRWA's mission.

Duties and Responsibilities:

• Act as the primary focal point for donor inquiries, ensuring timely and professional responses.
• Support donors in managing their contributions, including updates, cancellations, and modifications.
• Maintain and update donor records in the CRM system, ensuring accuracy and confidentiality.
• 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, monitoring performance and user utilization.
• Analyze donor feedback to identify areas for improvement and prepare reports with recommendations.
• Assist in fundraising campaigns by managing increased donor inquiries and personalizing communications.
• Perform other duties as assigned by the supervisor.

Required Qualifications:
Candidates must possess a university degree from an accredited institution in communications, Business Administration, Marketing, International Relations, or other relevant fields. Additionally, applicants should have at least four years of relevant work experience in donor relations, customer service, or communications. A strong command of spoken and written English is required, while proficiency in Arabic is considered an asset. Candidates should also demonstrate a commitment to UN values and principles, including integrity, professionalism, and respect for diversity.

Educational Background:
A university degree from an accredited educational institution in communications, Business Administration, Marketing, International Relations, or other relevant fields is required for this position. This educational background is essential to ensure that the candidate possesses the necessary knowledge and skills to effectively engage with donors and manage their inquiries and contributions.

Experience:
Candidates are required to have a minimum of four years of relevant work experience at the national and/or international level in donor relations, customer service, communications, or other relevant programs. This experience should demonstrate the candidate's ability to manage donor inquiries, maintain accurate records, and support fundraising efforts effectively. Additionally, involvement in outside activities such as volunteering, public speaking, or fundraising for non-UNRWA entities is also relevant and should be indicated in the application.

Languages:
The mandatory languages for this position are English and Arabic. Candidates must have an excellent command of both spoken and written English, with Arabic being a plus. According to the UN Language Framework, candidates should meet the following levels: English - UN Level III (excellent language skills) and Arabic - UN Level II (good to very good command).

Additional Notes:
This position is a Fixed Term Appointment for one year, with a one-year probation period and the possibility of extension based on performance and funding availability. The monthly basic salary for this position is JD 919.800 fils, which may be subject to a reduced work schedule. Additional benefits include a monthly Provident Fund contribution (15.4% of basic salary), compulsory medical insurance, 30 days of annual leave, and a dependency allowance if applicable. The position is based at UNRWA Headquarters in Amman, Jordan, and candidates must reside in Jordan and have authorization to work in the duty station at the time of application. The agency will not cover relocation costs, and preference will be given to registered Palestine refugees and candidates who assist in achieving gender parity. UNRWA is committed to creating a diverse and inclusive work environment and encourages applications from qualified candidates with disabilities.