EXTENDED - Consultancy: Support in the implementation of Salesforce and the supporter Engagement Strategy in the LACRO Region

Consultant Communications & PR

Contract

This is a Consultancy contract. More about Consultancy contracts.

Background UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

Supporter Engagement Strategy (SES) places supporters at the heart of how UNICEF delivers results for children inspiring individuals to donate their voice, money and time, and by empowering offices to reach fundraising goals, among others.

SES is a set of enablers to:

• Drive positive supporter evolution and personalized supporter journeys worldwide,

• Leverage state-of-the-art technologies and information to customize experiences locally, and

• Foster positive change and collaboration within UNICEF The SES Specialist for LACRO will be responsible for helping UNICEF understand its supporters, creating and testing customized journeys utilizing the latest CRM and marketing technologies and support COs to migrate to the new system, Salesforce.

For every child, commitment

Purpose of the Job

Under the overall guidance of the Individual Giving Manager in LACRO and in coordination with the Global SES Team, the consultant will be asked to: Provide requirements gathering, business process guidance and Salesforce support on testing, training, report writing, analysis and implementation in the LACRO Region.

How can you make a difference?

Specific Tasks

• Lead the CRM / Marketing cloud community in the LACRO region by taking an active role in the design, build, test, and go-live processes.

• Act as product manager for LACRO based implementations, managing requirements from local market level for specific implementations and proposing to add to core (global) functionality.

• Ensure that the data dimension is included in the Salesforce CORE Solution and implementation to have one system for business intelligence where all reports required by the Organization can be created as well as dashboards with KPIs and Data Visualization are available.

• Ensure regional needs are mapped and included in the readiness assessment on COs migration to the new system and considered for the development of the CORE Module solution.

• Provide feedback on system design and suitability of the solution for the LAC markets, conducting research into certain areas of functionality where needed.

• Input into the prioritization of user stories through each development sprint

• Create test scripts against user stories on the system

• Promote best practices for fundraising/marketing disciplines within the LACRO region and support implementation for Salescloud / Marketing cloud.

• Research local and regional market trends for fundraising and marketing and take an active role in incorporating relevant solutions into the product.

• Work with local market team, HQ and vendor/s to ensure successful delivery of Salesforce based solutions in markets

• Continuously communicate with all stakeholders including end users, Management, HQ and vendors during the project life cycle.

• Act as a bridge between CORE product and localization requirements

• Ensure integrity of back office processes and identify opportunities to streamline

• Work with the Individual Giving marketing team to ensure journeys are tested and are evidence-led.

• Work with existing consultants to bring together fundraising and communications best practices

• Together with the SES & IG global team support and provide training and consultancy for key markets on embedding better supporter journeys as standard

• Support the ideation and creation of marketing proposals for single and multi-campaign journeys.

• Keep record of best practices and opportunities for local implementations.

• Support the development of creative solutions for communications journeys for various segments and audiences to improve loyalty, ROI and overall supporter engagement.

• Support knowledge management activities by capturing and sharing key insights as required for the Knowledge Management process.

• Work with Data Science, Market Knowledge, and Campaign teams to plan tests, gather insights, and construct effective best-practice experiences for global supporters of UNICEF's work.

• Support in the development of the implementation plan of Salesforce for the Colombian market and preparation phase In addition to any other markets during the contracting period. Plan implementation in the LAC region.

• Ensure implementation plan is follow up on, identify bottlenecks, and propose solutions.

• Be the advocate for the “360degree supporter”. Facilitate supporter-centric communications experiences that achieve objectives across campaign types, programs, and channels to maximize supporter lifetime value.

• Keep the LACRO Digital Space updated with SES relevant information for LAC markets.

• Work with local country 3rd party service provider on creating handbook and training guides to communicate best practices, risks and interventions, customization, enhancement, and integration features

• Provide advice on LACRO/Country Office project governance, identifying next steps to resolve issues and advice on scoping

Expected Results (measurable)

• Updated road map and project plan for Salesforce implementation in LAC markets.

• Ensure successful delivery of local market fundraising CRM & marketing solutions in LACRO country offices.

• Support the global product manager in building a core global solution applicable to most UNICEF markets

• Build and promote a regional LACRO Salesforce community.

• Support with requirements, design, build, test, train and go live activities within a local market implementation.

• Implementation plan for Colombia is follow up on.

• Ensure reporting and analysis solutions are fit for purpose within each market

• Ensure integrations with payment providers, agencies, banks and web sites work correctly and are fully optimized

• Establish benchmarks for best practice supporter journeys and create templates for re-purposing, rollout and ongoing optimization

• Document with the systematization of the localization experience in the pilot country plus learnings from the other countries as they implemented.

• Guidance about how to work with a third-party agency for the CORE localization.

• Best journeys and marketing practices with testing results compilation.

Deliverables

Description

Duration

[in days]

Expected

deadline

Updated road map and project plan for Salesforce implementation in LAC markets.

3 weeks

Apr 26

Knowledge management strategy implemented

11 months

Mar 31

Business requirement documents

2/3 months

According to each market

Document of learnings from Colombia implementation

6 months

Oct 31

Best practices for supporter journeys document

3 months

Dec 15

Guidance about how to work with a third-party agency for the CORE localization.

10 months

Feb 28

Test results document

6 months

January 31

Minimum Requirements and Qualifications

Education

• An advanced university degree in one of the following fields is required: Marketing, Communications, Non-profit Management, or another relevant field. (*A first University Degree in a relevant field combined with 4 additional years of professional experience may be accepted in lieu of an Advanced University Degree.)

Work Experience

• A minimum of five years of relevant professional experience is required, with a focus on Marketing and Individual Giving.

• Proven fundraising outstanding results in individual giving >40 million USD raised per year.

• Proven knowledge of Fundraising business processes, both in a local market and best practice in a global organization

• Thorough understanding, knowledge and experience of fundraising CRM systems. Knowledge of Donor Perfect and Salesforce / Marketing clouds is a benefit.

Languages

• Fluency in Spanish and English is required. Portuguese is a plus.

Technical knowledge (if applicable)

• Ability to translate multiple insights into executable communications journeys.

• Extensive experience using various testing methodologies to improve performance and achieve marketing objectives.

• Experience building profitable loyalty programs, using automation and dynamic data sets.

Other skills and attributes (optional)

• Strong analytical skills and problem-solving mind oriented.

• Experience training and upskilling teams.

• Excellent communication skills, (both written and oral) to translate complicated business requirements into technical based language, and vice versa

For every Child, you demonstrate

UNICEF… Core values of care, respect, integrity, trust, and accountability. UNICEF competencies: building and maintains partnerships, demonstrates self-awareness and ethical awareness, drive to achieve results for impact, innovates and embraces change, manages ambiguity and complexity, thinks and acts strategically, works collaboratively with others and nurtures, and, leads and manages people.

Supervision

The consultant will work under the direct supervision of the Individual Giving Manager LACRO.

Workplace

Home based,using their own personal premises, materials, resources and equipment. The consultant will be required to have access to Skype/Zoom to facilitate the communication required during this assignment. Travels to COs in LACRO and HQs might be required.

Duration

Estimated start date of this consultancy is between the first and second week of April for a period of 11.5 months.

How to apply

Application should be submitted online and should include:

• CV

• Cover letter

• Financial proposal

• Academic Degrees

Qualified candidates are requested to submit daily and monthly fees in their financial proposal. Travel will be covered by UNICEF and calculated per the United Nations standards.

Travel (if applicable)

Travel will be covered by UNICEF as per policy.

• Travel costs will be estimated and added to the contract once they are determined based on UNICEF Financial Rules and Regulations.

• For agreed country visits, the contractor/consultant will be responsible in administering their own travel. UNICEF will reimburse travel related expenses based on actual costs or on the below criteria whichever is lower and upon presentation of receipts.

• Any travel involved should be budgeted according to UN Travel Standards as a ceiling.

• Travel: http://www.un.org/ga/search/view_doc.asp?symbol=ST/AI/2013/3 Sect. 4, para. 4.2, numerals (d) and (e)

• Accommodation (Daily Subsistence Allowance, DSA): http://icsc.un.org/ (all countries and destinations can be found by navigating on the map)

Vacancy Announcement Remarks

Please note only short-listed candidates will be contacted.

UNICEF reserves the right to make additional assessment of the pre-selected candidates, if needed UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

Individuals engaged under a consultancy or individual contract will not be considered´"staff members" under the Staff Regulations and Rules of the United Nations and UNICEFs policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

Apply now

Added 3 years ago - Updated 2 years ago - Source: unicef.org