Overview
Develop and implement a comprehensive donor experience strategy to ensure seamless journeys and consistent supporter satisfaction. The role focuses on donor acquisition, retention, and re-engagement.
Key Responsibilities
- Develop and implement a comprehensive donor experience strategy.
- Ensure donor experience and retention KPIs are achieved.
- Manage and report on the retention budget.
- Design and optimize personalized donor journeys across digital channels.
- Standardize systems, tools, and processes for communications.
- Launch experience-driven engagement campaigns.
- Develop donor programs and products.
- Map donor touchpoints and behaviors.
- Conduct regular surveys, research, and focus groups.
- Supervise the production of donor impact reports.
- Test and pilot innovative approaches.
- Ensure timely and professional responses to donor inquiries.
- Create and monitor donor care systems, SOPs, and KPIs.
- Build solutions to surprise and delight donors.
- Train Individual Giving team members on retention strategies.
- Collaborate with other specialists to align strategies.
- Coordinate with content and creative teams.
- Coordinate with the Major Donor team.
- Manage and collaborate with external agencies.
- Undertake other duties and special projects.
Required Experience
- At least 05 years of relevant work experience.
- A minimum of two continuous years of relevant international experience outside UNRWA, and outside the country(s) of which the candidate is a national or holds citizenship, a passport, or a national identity number.
- Experience in developing, executing, and optimizing multi-channel retention journeys.
- Experience with CRM systems (e.g., Salesforce) and analytics tools (e.g., Google Analytics), email marketing automation (e.g. Mailchimp), and segmentation tools.
- Experience in tracking and analyzing fundraising KPIs, donor data, and campaign performance, and applying insights to improve retention and ROI.
- Experience in designing donor or customer experiences in a digital-first environment, with proven ability to test and adopt innovative engagement channels.
Qualifications
Advanced university degree (Master’s or equivalent), preferably in marketing, business administration, communications, social sciences, international relations, or a related discipline.
