Donor Experience Specialist

Client of United Nation careers

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.

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