Donor Care Officer (Internal)

About the role

The Donor Care Officer will serve as the primary point of contact for UNRWA donors, ensuring a professional and responsive experience throughout the donor journey. Reporting to the Donor Engagement Officer (Digital Fundraising), this role supports the organization’s mission to assist Palestine refugees.

Key responsibilities

• Manage all incoming donor inquiries, including contributions, cancellations, upgrades, and payment changes.
• Maintain accurate donor records in the CRM system, adhering to confidentiality and data‑protection standards.
• Prepare and send acknowledgment messages, thank‑you letters, stewardship updates, and other donor communications.
• Collaborate with Digital Fundraising and Donor Retention teams to review and validate donor‑facing messaging.
• Design, implement, and monitor donor care tools, workflows, and reporting mechanisms.
• Collect and analyse donor feedback, design surveys, and produce reports with recommendations.
• Support fundraising campaigns during peak periods by handling increased donor inquiries and personalising communications.

Required profile

• University degree in Communications, Business Administration, Marketing, International Relations or a related field.
• Strong commitment to UNRWA’s values of integrity, professionalism and respect for diversity.
• Excellent written and verbal communication skills.
• Ability to work collaboratively across teams and adapt to changing priorities.

Required skills

• Proficiency with CRM systems for donor data management.
• Experience drafting professional donor correspondence.
• Ability to analyse donor feedback and produce actionable reports.