Overview
The Donor Care Officer acts as the primary focal point for donors, managing inquiries, supporting contribution updates, and maintaining donor records to ensure a positive donor experience.
Key Responsibilities
- Acts as the primary focal point for donors, overseeing and managing all oncoming inquiries related to donations, UNRWA’s work, and donor account management.
- Supports donors in managing updates to their contributions, including cancellations, upgrades, payment modifications.
- Maintains and regularly updates donor records in the CRM system.
- Manages communications related to donors by preparing professional acknowledgment messages, thank-you letters, stewardship updates, and other tailored materials.
- Collaborates closely with the Digital Fundraising and Donor Retention teams to review, analyze and validate donor-facing messaging.
- Designs and optimizes donor care systems and tools, implements in system workflow, data management, and reporting.
- Overseas and analyses donor feedback to identify gaps for continuous improvement.
- Supports donor feedback mechanisms, including designing donor surveys, analyzing data to assess satisfaction levels, and preparing comprehensive reports and recommendations.
- Supports fundraising campaigns during peak periods by handling increased donor inquiries, personalizing donor communications, and ensuring smooth donor journeys.
Required Experience
- At least four years of relevant work experience at the national and/or international level in donor relations, customer service, communications, or other relevant programmes is required.
- Prior experience with NGOs, humanitarian organizations, or fundraising is desirable.
- Experience with CRM systems and digital platforms is desirable.
Qualifications
A university degree from an accredited educational institution in communications, Business Administration, Marketing, International Relations, or other relevant fields.
