Donor Care Officer (Re-advertised)

About the role

UNRWA, a UN agency providing assistance and protection to Palestine refugees, is recruiting a Donor Care Officer at its Amman headquarters. The post reports to the Donor Engagement Officer (Digital Fundraising) and acts as the main focal point for donors, handling inquiries, account management and donor communications. The contract is a fixed-term appointment of 1 year with a 1-year probation period.

Key responsibilities

• Act as the primary focal point for donors, managing inquiries about donations, UNRWA's work and donor accounts, and supporting donors with contribution updates such as cancellations, upgrades and payment changes.
• Maintain and update donor records in the CRM system, keeping them complete, accurate and confidential.
• Prepare acknowledgment messages, thank-you letters, stewardship updates and other donor communications, and work with the Digital Fundraising and Donor Retention teams to review and validate donor-facing messaging.
• Design and optimize donor care systems and tools, implement workflows, monitor system performance and analyse donor feedback to drive improvements.
• Support donor feedback mechanisms, including designing surveys, analysing satisfaction data and producing reports and recommendations.
• Support fundraising campaigns during peak periods by handling increased inquiries and personalizing communications.

Required profile

• At least four years of relevant work experience at national and/or international level in donor relations, customer service, communications or similar programmes.
• University degree in communications, Business Administration, Marketing, International Relations or another relevant field.
• Excellent spoken and written English; Arabic is a plus.
• Level II reading, writing, listening and speaking in both English and Arabic.
• Candidates must declare any outside activities and current UNRWA contracts.

Required skills

• Experience with CRM systems and digital platforms is preferred.
• Prior experience with NGOs, humanitarian organizations or fundraising is preferred.
• A good understanding of the context of Palestine refugees and UNRWA operations is preferred.

What we offer

• Grade 14 monthly basic salary of 919.800 Jordanian dinars.
• Monthly provident fund contribution (15.4% of basic salary), compulsory medical insurance, 30 days of annual leave and dependency allowance where applicable.
• Additional benefits: 2 days of sick leave per month of service, 14 weeks maternity leave and 2 weeks paternity leave.