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 solution to their plight. The agency operates the largest UN operation in the Middle East, employing over 30,000 staff members and relying almost entirely on voluntary contributions for funding. UNRWA offers a range of services, including education, healthcare, relief and social services, camp infrastructure improvements, microfinance, and emergency assistance. The organization is dedicated to making a tangible difference in the lives of one of the world's most vulnerable communities, and it encourages qualified candidates to apply for positions that align with its mission.

Job Overview:
The Donor Care Officer will serve as the primary point of contact for donors, managing inquiries related to donations and UNRWA's work. This role requires ensuring timely and professional responses to uphold high standards of service and engagement. The officer will support donors in managing their contributions, including cancellations, upgrades, and payment modifications, to ensure a positive donor experience. Additionally, the officer will maintain and regularly update donor records in the CRM system, ensuring accuracy and adherence to confidentiality and data protection standards. The role involves preparing professional acknowledgment messages, thank-you letters, and stewardship updates, collaborating with the Digital Fundraising and Donor Retention teams to ensure clarity and effectiveness in donor communications. The Donor Care Officer will also design and optimize donor care systems and tools, monitor system performance, and analyze donor feedback to identify areas for continuous improvement. During peak fundraising periods, the officer will handle increased donor inquiries and personalize communications to ensure smooth donor journeys.

Duties and Responsibilities:

• Act as the primary focal point for donors, managing all inquiries related to donations and UNRWA's work.
• Ensure timely and professional responses to donor inquiries, maintaining high standards of service.
• Support donors in managing updates to their contributions, including cancellations, upgrades, and payment modifications.
• Maintain and regularly update donor records in the CRM system, ensuring completeness and accuracy.
• 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 gaps and recommend improvements.
• Support donor feedback mechanisms, including designing surveys and preparing reports. 1
• Assist in fundraising campaigns by managing increased donor inquiries and personalizing communications. 1
• Perform other duties as assigned by the supervisor.

Required Qualifications:

• A university degree from an accredited institution in communications, Business Administration, Marketing, International Relations, or other relevant fields.
• At least four years of relevant work experience at the national and/or international level in donor relations, customer service, communications, or related programs.
• Excellent command of spoken and written English; proficiency in Arabic is a plus.
• Experience with CRM systems and digital platforms is desirable.
• Prior experience with NGOs, humanitarian organizations, or fundraising is preferred.
• A good understanding of the context of Palestine refugees and UNRWA operations is beneficial.

Educational Background:
Candidates must possess a university degree from an accredited educational institution in a relevant field such as communications, Business Administration, Marketing, or International Relations. This educational background is essential for understanding the complexities of donor relations and the operational context of UNRWA.

Experience:
Candidates are required to have a minimum of four years of relevant work experience in donor relations, customer service, communications, or other related programs. This experience should ideally be at both national and international levels, demonstrating a strong understanding of donor engagement and management.

Languages:
The mandatory language requirements for this position include excellent command of spoken and written English, with Arabic being a desirable additional language. Proficiency levels are defined according to the UN Language Framework, with Level III being the minimum requirement for English and Level II for Arabic.

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 is JD 919.800 fils, 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 based at UNRWA's Headquarters in Amman, Jordan, and candidates must reside within commuting distance of the duty station. 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.