Senior Donor Care Associate – G7 – HRR015 – UNOPS Contract - Beirut, Lebanon (PSP Unit)

Requires a Cover Letter?: 
Application Submissions Guideline: 

Interested qualified external persons meeting the requirements of the attached Job Description can apply online through the following website:  no later than COB 22/07/2020.


Please note that only applications received through the above website will be accepted and no applications will be accepted through email.


Only short-listed candidates will be contacted.  UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees). UNHCR strongly encourage qualified female applicants for this position, applications form individuals with special needs are encouraged. Shortlisted candidates may be required to sit for the written test and/or oral interview.


UNHCR is committed to diversity and welcomes applications from qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, colour or ethnic and national origins, religion or belief, or sexual orientation. UNHCR has a ZERO TOLERANCE policy on sexual exploitation and abuse, and sexual harassment. Successful candidates will be subject to mandatory UN Sexual Exploitation and Abuse and Sexual Harassment clearance check prior to receiving an offer.


UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees).

Contact Person Email: 

Organizational Context

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. 

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 focus on strong donor loyalty and lifetime value.

The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations of between $1 to $10,000 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR. 

In support of IG programmes in the Gulf and MENA region, PSP needs to hire a Senior Donor Care Associate who will be responsible for delivering a strategy that inspires donors and drives loyalty, and Increase donor retention rate.

Functional Statement


Increase conversion rate from cash (single) donors to regular committed donors.

Prepare a monthly report on the progress made and different KPIs related to donor retention and communication.


Execute donor journeys according to planned schedule, conducting testing among journeys, implement donor engagement activities. 

Implementation of programme improvement as defined in the UNHCR Donor Development Strategy to strengthen individual giving fundraising programs.

Fostering a donor centric culture and communication 

Advise on donor care actions and improvement to be implemented.

Develop, monitor and review retention program performance. 

Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans.

Oversee donor development communications plans and fundraising activities, such as newsletter and special appeals, through a variety of media including direct mail, telemarketing, email and mobile. 

Oversee the development and implementation of donor retention communication materials and activities for existing donors and for emergency appeals.

Analyze donor data from databases in order to define targets donors.

Write contents and supervise the design and production of the donor care materials 

Support the coordination of the relation with telemarketing suppliers.

Monitor the Developing export files in order to upload new donors date after acquisition campaigns into the database.

Improve income of regular committed individual donors, optimizing opportunities through data segmentation, supporter journey enhancement, new fundraising products, and optimization of current programmes. 

Ensure that donor care activities comply with the requirements of local legislation and remain up to date with all relevant charity law, regulations and codes of practice. 

Oversee the execution of monthly operations of recapturing by emails/mails, thank-you to donors.

Implementing the operations of the following campaigns. Upgrade, conversion, acquisition, welcome, recapturing, loyalty, thank you and One-off calls, Marketing Research, Upgrade middle donors, middle donors one-off and others.

Improving the responsiveness, depth and quality of the relationship with donors.

Deepening the relationship with donors and supporters through financial and non-financial actions.

Develop, monitor and review retention program performance. Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans.

Ensures that all in-house and outsourced donor care representatives are provided with all information, including Q&A documents, necessary to handle any in-bound donor communications resulting from the donor development activities. 

Perform other duties as required.


Develop, monitor and review retention program performance.

Last modified: 
08 Jul, 2020
Intervention Sector(s):
Application Deadline:
Wednesday, 22 July 2020
Contract Type:
Full Time
Period of Employment:
Salary Range:
> 3000 (USD)
Education Degree:
High School
Education Degree Details:
Essential Minimum Qualifications and Professional Experience Required Completion of Secondary school with a Certificate/training preferably with a bachelor’s degree in Marketing, e-commerce, communication. Minimum 4 years relevant experience with high School Diploma; or 2 years’ experience with graduate degree in private sector fundraising, sales, client/donor communication, marketing or journalism or other associated field, and/or equivalent work experience. Proven experience working in donor retention/ development programmes. Experience in coordination and supervision of fundraising campaigns in profit or non-profit industry. Experience in fundraising related databases and software• Demonstrated experience in communication with regional donors/clients. Familiarity and interest in digital communications required Demonstrated experience working with at least one Contact Relationship Management (CRM) system. Ability to develop engaging content and written correspondence in response to specific requests as well as to use good judgment in dealing with a wide variety of inquiries. Experience with donor communication strategies and techniques including problem solving on the phone. Experience in nurturing relations with donors/clients over different channels. Demonstrated experience in working with external suppliers including media agencies, call centers, creative agencies and publishers. Professional experience within the non-profit sector is desirable, but not essential. Desirable Qualifications & Competencies Significant experience in fundraising/sales/marketing or related field, with a track record of delivering donor retention and development programs. Knowledge and practical understanding of main fundraising techniques: mail, telephone, web, database, digital, etc. Highly developed interpersonal skills, ability to work in team and to take a leadership role. Cultural sensitivity – the ability to work effectively cross culturally and adapt communications style as needed to foster collaboration Understanding of data segmentation and databases. Able to apply a range of communication and interpersonal skills to interact with others on a number of issues of varying complexity. Able to accurately identify problems and quickly move to a satisfactory resolution. Excellent written and verbal communication skills. Experience in project management and strong analytical skills. Experience in using databases and data management. Capable of setting up relevant benchmarks and KPIs.
Experience Requirements:
5 to 10 years
Arabic Language:
English Language:
French Language:
  • Lebanon
  • Beirut
  • Beirut