Donor Care Associate (F2F)

  • Salary:
  • Job type:
  • Posted:
    1 week ago
  • Category:
    Partnership and Resource Mobilization
  • Deadline:




Terms of Reference

1. General Background

The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern.

Private Sector Partnerships Service (PSP) sits within UNHCR’s Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees. UNHCR has developed a $1 Billion Private Sector Fundraising Strategy 2018-2025. This strategy focuses on both Individual Giving and Private Sector Partnerships and identifies priority fundraising markets and regions.

Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with a focus on strong donor loyalty and lifetime value.

The incumbent will manage a portfolio of around 3,000 middle donors, and lead on the development of the Middle Donor Programme tailored for MENA, besides managing budgets and reports on spending and return on investment. He/She should prepare and submit regular reports on all contacts with donors, prospects and volunteers while maintaining a sufficient record, contact reports, and background data to facilitate periodic reports on activities from ROI.


2. Purpose and Scope of Assignment
Under the supervisor of the Associate PSP IG Officer (Donor Retention), the Donor Care Associate (F2F) will be doing:

-Manage a portfolio of face-to-face donors and manage regular communication with them, including professionally responding to donors’ requests, questions, and complaints.

-Manage the development of all the creative, production and services related to the face-to-face retention program.

-Plan and develop the existing Individual Giving Strategy in line with the Fundraising Strategy and oversee its implementation

-Closely collaborate with the acquisition and donor content team to create an excellent donor experience from the point of sign-up to retention and upgrade

-Conduct Welcome calls to the F2F donors

-Liaise and demonstrate initiative in dealing with donors via telephone and email in response to various requests for information, change of details, complaints, and refunds and when offering donor save options.

-Develop a strong inspiring retention journey for acquired face-to-face donors to keep them engaged and secure additional digital gifts from them

-Contact donors and create cultivation and solicitation plans based on donors’ profiles and preferences

-Work closely with the Regular Programme and Middle Donor Programme teams to develop conversion and upgrade strategies for face-to-face donors

-Solicit, negotiate agreements and close gifts with potential donors.

-Participate in setting and achieving annual campaign goals.

-Keep up to date with giving techniques and strategies to increase or maintain gifts from face-to-face donors.

-Perform other related duties as required.

4. Qualifications and Experience

a. Education

-Secondary education with preferably a degree in Marketing/Business Administration, in Marketing, Communications, and/or Advertising, and/or other related fields.

b. Work Experience


-Minimum 3 years of relevant work experience with secondary education or minimum 2 years of relevant work experience with an Undergraduate degree (equivalent of a Bachelor’s).

-Experience in account and relationship management,

-Knowledge of the UN system preferably with UNHCR or another UN Agency is a plus.

-Experience working with individuals and business leaders in the Gulf region, and strong knowledge of the Gulf and Arab market and cultural trends.

-Previous experience in fundraising, mainly face-to-face and donor services is an asset.

-Experience in answering donor/customer care inquiry in person, phone or email

-Track record of driving new initiatives that deliver improved donor or customer experience


c. Key Competencies
-Excellent written, interpersonal, and oral communication skills are essential.

-Diligent, self-motivated, and creative individual with the ability to manage multiple areas of responsibility.

-Problem-solving and decision-making skills, excellent Relationship Management, Customer Service, and Communication Skills.

-Ability to independently manage and prioritize multiple simultaneous projects in a fast-paced and busy environment and to delegate task assignments as needed.

-Good judgment, high energy, a positive attitude, and a good sense of humor.

-Target driven and has good knowledge and understanding of ROI.

-Required excellent knowledge of Microsoft Office, Excel, Outlook, and Database Management.

-Fluency in English and Arabic is required.


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Other information

This position is open for UAE nationals and candidates holding UAE residency upon applying.
Arabic and English languages are a must.This position doesn’t require a functional clearance