Donor Experience Specialist

Deliverables include implementation of a donor experience strategy; launch and optimization of multi-channel donor journeys; coordination of donor care processes and workflows; delivery of timely donor communications and impact reports; and measurable improvements in donor satisfaction, retention, and lifetime value. The consultant needs to be engaged and perform the above 22 days/month, Sunday to Thursday, connecting at regular office hours, Amman time, unless otherwise specifically agreed.

Remotely or HQ Amman

12 months

1.Strategy & Planning Develop and implement a comprehensive donor experience strategy that spans acquisition, retention, and re-engagement, ensuring seamless journeys and consistent supporter satisfaction. Ensure donor experience and retention KPIs are achieved, including income, retention rates, ROI, and other KPIs. Manage and report on the retention budget, ensuring resources are allocated effectively, and ROI is maximized. 2.Donor Journeys & Campaigns Design and optimize personalized donor journeys across digital channels (welcome, stewardship, reactivation, upgrades, emergency appeals) ensuring experiences are timely, relevant, and emotionally engaging. Standardize systems, tools, and processes to ensure communications are efficient, timely, and scalable. Launch experience-driven engagement campaigns across email, social, messaging apps, and other digital platforms that drive retention and donor value. Develop donor programs and products that encourage long-term commitment to UNRWA’s mission. 3.Analytics & Impact Reporting In collaboration with the Digital Analyst and CRM Manager, map donor touchpoints, and behaviors to continuously refine experiences and identify opportunities for proactive engagement. Conduct regular surveys, research, and focus groups to deepen understanding of donor motivations and expectations. Supervise the production of donor impact reports, ensuring data and content is accurate, timely, and donor centric. Test and pilot innovative approaches (e.g., conversational channels, personalized video, chatbots) and report on outcomes. 4.Donor Care & Stewardship Work in coordination with the Donor Care team, ensuring timely and professional experience-enhancing responses to donor inquiries across all touchpoints. Create and monitor donor care systems, SOPs, and KPIs to guarantee quality service. Build solutions to surprise and delight donors to prevent attrition and ensure that even donors stop giving leave with a positive impression of UNRWA. Train Individual Giving team members on retention strategies, donor journeys, and donor-centric communications. 5.Cross-Team & Partner Collaboration Collaborate with the Digital Fundraising & Engagement Specialist to align acquisition and retention strategies, ensuring a seamless donor experience. Collaborate with the Content and Creative teams to develop compelling, donor-centric communications. Coordinate with the Major Donor team to enhance stewardship and engagement for high-value donors. Manage and collaborate with external agencies to scale donor care, digital engagement, and journey optimization, ensuring best-in-class practices are applied. 6.Other Duties Undertake other duties and special projects to support the Private Partnerships team.

MINIMUM QUALIFICATIONS AND EXPERIENCE: -Advanced university degree (Master’s or equivalent), preferably in marketing, business administration, communications, social sciences, international relations, or a related discipline. -At least 05 years of relevant work experience, including a minimum of two continuous years of relevant international experience outside UNRWA, and outside the country(s) of which the candidate is a national or holds citizenship, a passport, or a national identity number. -Experience in developing, executing, and optimizing multi-channel retention journeys. -Experience with CRM systems (e.g., Salesforce) and analytics tools (e.g., Google Analytics), email marketing automation (e.g. Mailchimp), and segmentation tools. -Experience in tracking and analyzing fundraising KPIs, donor data, and campaign performance, and applying insights to improve retention and ROI. -Experience in designing donor or customer experiences in a digital-first environment, with proven ability to test and adopt innovative engagement channels. DESIRABLE QUALIFICATIONS: -Knowledge of data protection and donor regulations. -Knowledge of Islamic Giving strategies -Knowledge of the UN system is desirable -Knowledge of the global fundraising landscape and trends -Experience in fundraising content creation, including storytelling, design, and copywriting.

Excellent command of spoken and written English. Arabic is a plus.

COMPETENCIES : -Strong analytical and problem-solving skills -Excellent verbal and written communication skills -Effective leadership and communication skills -Accuracy and attention to detail -Data-savvy and results-driven CONDITIONS OF SERVICE : -The duration of the consultancy is for 12 months, with possible extension, subject to need and budget availability. -Expected start date of as soon as possible. -This consultancy is equivalent to P3 level- rate is $314/day. -This consultancy can take place in HQ Amman or remotely -If the consultancy is taking place remotely, the consultant is expected to travel to UNRWA Headquarters in Amman for one week every three months.

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.