Fund Raising Associate (Tele-Marketing) GS 6, Manila, (Re-Advertisement, Previous Applicants Need Not Apply)

Contract

This is a G-6 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 6 years of experience, depending on education.

Salary

The salary for this job should be more than 1,355 USD.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

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.

For every child, a fair chance

UNICEF has been an active partner of the Government of the Philippines and civil society in realizing the rights of every Filipino child, in line with priorities to achieve the SDGs. UNICEF efforts have been focused on the most vulnerable regions identified by the Government of the Philippines Development Plan, particularly in the regions of Visayas and Mindanao. To ensure that interventions are sustainable and scaled up, UNICEF will support both the national and local government units (LGUs) as the main instruments of delivering services and building systems. The level of engagement with government institutions will consider capacities, economies of scale and sector issues.

UNICEF Philippines has two offices. One office is based in Manila and a field office in Cotabato City, the second largest city in Mindanao, Southern Philippines, with some 300,000 population. The city is the regional administrative centre of the Bangsamoro Autonomous Region of Muslim Mindanao (BARMM) and over 80 percent of the population is Muslim. Mindanao is both conflict-affected and prone to frequent earthquakes and typhoons.

Visit this link for more information on Philippine Country Office: https://www.unicef.org/philippines/

How can you make a difference?

Under the supervision of the Individual Fundraising Officer, this post will primarily support efforts in the day-to-day management of the Telemarketing (TM) fundraising channel for donor acquisition, donor retention and customer service through third-party outbound telemarketing agency/ies and through the UNICEF in-house donor care team. This post will also assist in the implementation of some fundraising program activities from time to time as needed/ required.

With special emphasis on converting all one-time donors into regular monthly pledge givers, this post will also provide strategic and systematic support in the development and launching of TM campaigns in the areas of donor renewal and reactivation (to improve retention of existing donors and counter passive attrition); donor upgrades, for maximization of existing donors’ regular giving; and leads generation and donor acquisition, to recruit donors via this channel and ensure the growth of the regular monthly pledge donor base.

The incumbent will have the following Tasks and Responsibilities:

1. Telemarketing donor acquisition and retention campaign roll-out

• Assist in the development, roll-out, and day-to-day supervision of donor acquisition TM campaigns (e.g. lead generation, direct-to-pledge, tactical or seasonal acquisition and conversion campaigns) and donor retention campaigns such as renewal, reactivation, upgrade and donor care service.
• Help oversee TM back-end structure and campaign fulfillment for any new campaign initiatives.
• Monitor daily TM billings and concerns and respond accordingly.
• Help organize briefings and trainings to TM agencies and in-house donor care personnel for any campaigns, emergencies or special events

2. Quality performance monitoring for telemarketing fundraising

• Help ensure that all aspects of the TM workflow process—from script development to simulation to live calls to donation fulfilment to donor data processing—adhere to UNICEF’s standards of telemarketing QA processes.
• Assist in quality conversation monitoring with the Fundraising Officers and with the third-party agency/ies by listening to various call recordings (both inbound and outbound) and scoring these accordingly on a regular basis.
• Monitor daily, weekly, monthly performance of TM campaigns including but not limited to reach rate, conversion rate, fulfilment rate, average gift, call capacity, and agent performance, as mutually agreed on by UNICEF and the third-party outbound telemarketing agency/ies.
• Help ensure income and telemarketing targets are met according to the work plan and budget.
• Assist in reporting on all areas of TM operations and help ensure the TM program is data-informed and data-driven.

3. Strategic support: Assist the Fundraising Officers in providing strategic direction and operational support to agencies, contractors and suppliers engaged to support the telemarketing operations and ensure that they perform to high standards.

4. Donor Support/ Customer Service Hotline

• Oversee the inbound telemarketing service provided by in-house customer service and by third-party telemarketing agency
• Ensure end-to-end quality customer service. Provides, when necessary, customer support such as entertaining donor inquiries, requests and/or complaints via mail, email, phone, social media, etc.; escalating inquiries to the appropriate supervisor for further action

To qualify as an advocate for every child you will have…

• A *university degree in Business, Marketing, Management, Research/Statistics, Communication, Arts, Social Sciences, or a related field.
• At least two years relevant work experience in the telemarketing/BPO industry (preferably at junior management level or higher), sales & marketing, fundraising/resource mobilization, customer service, brand management, business development or other related fields.
• Experience in the latest developments in contact center customer relationship management and supporter engagement is highly desired.
• Strong skills in Microsoft Excel desired.
• Fluency in English and Filipino, both oral and written, required.

* Secondary education and a minimum of 6 years of relevant experience is required in lieu of University degree.

How to apply

Qualified candidates are requested to complete an online candidate profile in http://www.unicef.org/about/employ/ by 28 April 2021. Only applications sent through the e-recruitment portal Job No. 539094 will be considered.

By applying through our Talent Management System (TMS) you agree to our privacy statement which is in line with the Philippines’ Data Privacy Act. You are strongly advised to read carefully through the privacy statement before submitting your application.

UNICEF is committed to diversity and inclusion within its workforce and encourages qualified candidates from all backgrounds to apply.

For every Child, you demonstrate...

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

The UNICEF competencies required for this post are...

The competencies required for this post are:

▪ Builds and maintains partnerships (Level 1)

▪ Demonstrates self-awareness and ethical awareness (Level 1)

▪ Drive to achieve results for impact (Level 1)

▪ Innovates and embraces change (Level 1)

▪ Manages ambiguity and complexity (Level 1)

▪ Thinks and acts strategically (Level 1)

▪ Works collaboratively with others (Level 1)

To view our competency framework, please visit here.

Click here to learn more about UNICEF’s values and competencies.

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 be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Remarks:

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.