Donor Engagement Officer; Bilingual

Position Title:

Donor Engagement Officer (Bilingual)

Reports to:

Manager, Donor Engagement
Direct Reports:
None
Salary Range: $50,700 to $51,700 annually, and 3 weeks paid vacation & benefits

Work Location:

Toronto
Work Environment:
In-person position; 5 days a week (Monday to Friday)

The Donor Engagement Officer (Bilingual) plays a key role in connecting supporters to UNICEF’s mission through dynamic communication, high-quality service, and meaningful engagement.

As a first point of contact for UNICEF Canada’s donors and supporters, this role responds to questions and inquiries by phone and email, helping build trust in the UNICEF brand by delivering responsive, high-quality supporter experiences, strengthening relationships, and inspiring long-term loyalty.

In addition, the position provides front-desk reception support at UNICEF Canada’s Toronto office and administrative support to the UNICEF Canada team as needed.

Customer Service (65%)

• Be the friendly first point of contact for supporters and donors through inbound and outbound calls, resolving most questions on the first call
• Communicate UNICEF’s vision, mission &values in a clear, compelling way, both verbally & in writing
• Welcome visitors and provide front-desk reception support at the Toronto office
• Respond to supporter questions and process in-person donations with care and efficiency
• Spot opportunities to introduce supporters to other UNICEF programs and ways to get involved
• Manage donor and supporter correspondence by email and mail with professionalism and empathy
• Support acquisition and retention efforts by confidently cross-promoting campaigns and initiatives
• Build strong supporter relationships by keeping them informed about current appeals and promotions
• Route inquiries to the right UNICEF teams to ensure timely follow-up
• Contribute to donor stewardship through thoughtful, timely follow-up and engagement

Data Entry & Processing (20%)

• Respond to donor and supporter requests related to tax receipts, donations, orders, address changes, and monthly gift updates
• Process donations accurately and on time, ensuring records are complete and reliable
• Complete general administrative tasks to support smooth day-to-day operations
• Identify, suggest, and help implement process improvements to strengthen donor service and administration

Administrative Support (15%)

• Administrative support as required

• Ability to deliver positive, solutions-focused customer service in a high-volume contact environment
• Demonstrated experience using loyalty and retention techniques to build long-term relationships
• Strong working knowledge of MS Office (Word, Excel, PowerPoint, Outlook); experience with Raiser’s Edge is an asset
• Clear, confident communicator with excellent verbal and written skills in both English and French
• Proven ability to manage multiple priorities while remaining calm, accurate, and responsive
• Strong organizational and time-management skills, with close attention to detail
• Ability to draft clear, professional correspondence & accurately manage information across multiple systems
• Active listener who seeks to understand supporter needs and respond with empathy and care
• Proactive problem-solver who takes initiative and offers tailored solutions that strengthen donor relationships

• Extended Health/Dental benefits, Healthcare Spending Account, and Wellness Account
• Life, AD&D, & limited Long-Term disability insurance coverage
• Access to an Employee and Family Assistance Program
• Fixed hybrid work environment to balance connection and collaboration with the work-life integration needs of our team
• Minimum 3 weeks of annual vacation (increases with time served) & 1 additional day per year of service (max 30)
• 9 to 11 employee wellness days – an additional series of pre-set days off, given annually to further extend long weekends
• Discounted rate for a Good Life gym membership
• Access to an Employee and Family Assistance Program

UNICEF Canada is an inclusive workplace and is committed to championing diversity, equity, inclusion and accessibility. Requests for accommodation can be made at any…