Donor Care Officer

About the role

The Donor Care Officer will act as the primary point of contact for UNRWA donors, ensuring timely and professional responses to inquiries and managing the donor journey from contribution to stewardship. Reporting to the Donor Engagement Officer (Digital Fundraising), the incumbent will support donor updates, maintain accurate records, and help improve donor‑care systems and tools.

Key responsibilities

• Serve as the main focal point for donor inquiries, providing prompt and courteous responses.
• Assist donors with contribution updates, cancellations, upgrades and payment modifications.
• Maintain and regularly update donor records in the CRM system, ensuring accuracy and confidentiality.
• Prepare acknowledgment messages, thank‑you letters, stewardship updates and other donor‑focused communications.
• Collaborate with Digital Fundraising and Donor Retention teams to review and validate donor‑facing messaging.
• Design, optimise and monitor donor‑care systems, workflows and reporting tools.
• Develop and analyse donor surveys, produce reports and recommendations for decision‑making.
• Support fundraising campaigns during peak periods by handling increased donor inquiries and personalising communications.
• Perform other duties as assigned by the supervisor.

Required profile

• Commitment to UN Core Values of Integrity, Professionalism and Respect for Diversity.
• Strong communication and teamwork abilities.
• Experience in donor relations, fundraising support or a similar client‑service environment.

Required skills

• Proficiency with a CRM system for donor data management.
• Data analysis and reporting capabilities.
• Survey design and evaluation.