Donor Care Assistant (MVD), LICA 4

Location: Hong Kong
Discipline: Fundraising/Development
Job type: Full Time
Published: 9 days ago

​UNHCR is a global organization, dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people. Every year, millions of men, women and children are forced to flee their homes to escape conflict and persecution. We are in over 130 countries, using our expertise to protect and care for millions. The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity. Please note that UNHCR does not charge a fee at any stage of its recruitment process (application, interview, meeting, travelling, processing, training or any other fees).

Office of the United Nations High Commissioner for Refugees (UNHCR) is recruiting a Donor Care Assistant (MVD), carrying an external title of “Donor Care Executive (MVD)”, will provide middle donor a timely, personalize donor-centric experience and engaging communications. This role also supports key fundraising initiatives including special appeals and telemarketing to help achieve annual income target.

This position is a UNOPS position with a contract which is renewable each calendar year.


• Education

o Completion of Tertiary Education, degree is desirable in Communications, Marketing, international Studies, Business Administration or a related field. Candidates with a degree in other disciplines with a proven relevant professional record will also be accepted.

• Work Experience
o Minimum 1 year of working experience in fundraising, customer/donor relationship management, marketing communications, donor development, highly preferably in international NGO, organisation or private sector.
o Experience working with fundraising activities such as direct mail, telemarketing, email marketing for middle donor segment.
o Experience in providing personalized donor care services.

• Key Competencies
o Knowledge of relational fundraising, middle donor cultivation and stewardship.
o Experience in relationship management and telemarketing with high-end donors/customers.
o Knowledge of donor screening, due diligence.
o Competent in developing and translating online and offline communication materials.
o Proficiency in MS office including MS Word, Excel, PowerPoint and Outlook.
o Knowledge of donor database and housekeeping donor/customer data.
o Proficiency in written and spoken Chinese (Cantonese and Putonghua) and English.

Under the functional guidance of Senior Donor Care Assistant (MVD), this incumbent will support the work of middle donor retention and development through a relational approach and work closely with Individual Giving (IG) and Private Partnerships & Philanthropy (PPH) teams for file movement, progressively pipeline donor growth to PPH level. The areas of expertise required are relationship management and donor communications.

• General
o Provide front-line customer service for middle donors, through the phone, email and mail in relation to donation transaction issues and donor inquires/complaints and assist donors with tax receipt requests.
o Assist in procurement related to MVD activities including preparation of RFQs or RFPs, receipts of quotations bids or proposals in compliance with the procurement standards and rules.
o Assist in liaising, monitoring and reviewing of outsourced vendor services performance such as copywriting, creative design, telemarketing, printing and letter shopping services etc.
o Support UNHCR’s donor care and fundraising events; track and report on events, attend events when possible and assist with planning.
o Participate in annual campaign goals.

• Donor Retention and Development
o Assist in building relationship with middle donors, IG prospects and potential major donors through oneto-one telecommunication and email to ensure KPIs are met, including but not limited to raise fund for fundraising appeals, emergencies, newsletter, crowdfunding.
o Support producing online and offline communication to donors to enhance donor loyalty.
o Produce reports and analysis to enhance programme performance, donor retention and understand donor demographics, preference and behaviour.
o Execute data entry needed by outbound and inbound campaigns.
o Update UNHCR fundraising database with donors’ data, gifts data, fundraising campaigns data when needed.
o Support fulfilment operations for specific campaigns.
o Assist in processing one-time donation transactions.
o Support donor reactivation, upgrade, conversion and retention campaigns through telemarketing.
o Provide personalized treatment to donors, including but not limited to welcome and appreciation calls, impact reporting, engagement activities, sharing UNCHR work updates and refugee situation.
o Assist in stewarding and managing the assigned donor portfolio to ensure proper file movement and optimize donor potentials.
o Assist in preparing screening report for due diligence purpose.

• Perform other duties as required.

Closing date: 03 July 2022

Applicants who wish to be considered for this vacancy should send their
- signed Personal History Form; and
- motivation letter
by email only to Please ensure that they are sent with the titles “your name Personal History Form” and “your name Motivation Letter”. Please put “Donor Care Assistant (MVD), LICA4” in the email subject line.

The appointment offer will be subject to the proof of vaccination against Covid-19 with WHO approved vaccine1, medical clearance and satisfactory reference checks.
Only shortlisted candidates will be notified and invited for the interview and written test.