Donor Care Officer

Volunteering Communications & PR

Overview

Manage donor communications and provide support to UNRWA’s individual donors.

You have:

• At least 3 years of professional work experience at the national and/or international level in donor relations, customer service, communications, or other relevant programmes.
• Experience with CRM systems and digital platforms is an asset.
• Prior experience with NGOs, humanitarian organizations, or fundraising is desirable.

Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

This UNV assignment is part of UNRWA's Private Sector Partnerships (PSP) team, which is responsible for mobilizing private sector support, acquiring new donors, and ensuring that existing donors remain engaged and appreciated. As part of this mission, the Donor Care function plays a vital role in building trust, enhancing the donor experience, and ensuring supporters feel connected to the impact of their generosity. The Donor Care Officer will be responsible for managing donor communications and providing timely, empathetic, and accurate support to UNRWA’s individual donors. This includes responding to donor inquiries, processing requests, updating donor information, and collaborating with the fundraising team to ensure a seamless donor experience. The Officer will also contribute to developing systems and processes that improve donor retention and satisfaction.

National UN Specialist Volunteers in Jordan are entitled to: • Monthly Volunteer Living Allowance (VLA) at the amount of JOD 1,145.08; • Annual and learning leaves; • Free Medical and life insurance; • Free access to different learning platforms.

For more information on UN Volunteer benefits, entitlements and support, please visit: https://www.unv.org/volunteer-your-country-conditions-service

Within the delegated authority and under the direct supervision of the Donor Engagement Officer or his/her designated mandated representative(s), the UNV Donor Care Officer will: • Serve as the first point of contact for donors, handling inquiries related to donations, UNRWA’s work, and donor account management, ensuring timely and professional responses. • Support donors with changes to their giving (cancellations, upgrades, payment updates). • Update and maintain donor records in the CRM system to ensure accuracy. • Prepare donor acknowledgment messages, thank-you letters, stewardship materials, and other donor communications throughout the donor journey. • Collaborate with the Digital Fundraising and Donor Retention teams to ensure donor-facing messaging is clear, accurate, and engaging. • Optimize donor care systems and tools, ensuring that best practices are implemented, and donor feedback informs continuous improvement. • Support with creating donor surveys, feedback mechanisms, and reporting. • Support fundraising campaigns during peak periods by handling increased donor inquiries, personalizing donor communications, and ensuring smooth donor journeys. • Perform other donor care-related duties as assigned. • Any other related tasks as may be required or assigned by the supervisor.

• Strong verbal and written communication skills. • Empathy and professionalism in dealing with donor concerns. • Problem-solving and attention to detail. • Teamwork and collaboration across functions. • Time management and ability to prioritize tasks. • Commitment to UNRWA’s mandate and humanitarian values.

At least 3 years of professional work experience at the national and/or international level in donor relations, customer service, communications, or other relevant programmes; • Experience with CRM systems and digital platforms is an asset. • Prior experience with NGOs, humanitarian organizations, or fundraising is desirable.

Amman, the capital, is a peaceful city with over four million residents. People are friendly to visitors. Services in terms of banking, transportation, health and communications are easily available. Though Arabic is the official language, English is widely spoken among the majority of the population, especially in Amman. Road network is good both in terms of spread and quality of the roads. Public transportation in Amman is limited. Taxis are relatively cheap and easily available. There are a number of shopping malls, restaurants, gyms, and cinemas. A large variety of accommodation options can be found; however, it is worth noting that prices in Amman have generally increased in the past few years. There are no specific security threats. Amman is a very easy city in which to live; large, many amenities, very modern and serviced by an international airport with direct flights to most capital cities. According to the assessment of the UN Department of Safety & Security (UNDSS) Jordan is a family duty station (category A hardship). As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials. National UN Volunteers are part of the insurance plan.

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Potential interview questions

Added 9 months ago - Updated 8 months ago - Source: unv.org