Individual Contractor (11.5 months, full-time): Donor Care Specialist, Individual Giving Team, Division of Private Fundraising and Partnerships (PFP), Switzerland

Contract

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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, hope

The PFP Individual Giving (IG) team based in Geneva secures donations and donors from countries that don’t have an existing fundraising infrastructure. IG is also a lead participant in the Supporter Engagement Strategy (SES), which aims to increase the global acquisition and engagement of UNICEF’s diverse supporter base, including donors, advocates, and volunteers. A key part of the strategy is to replace the incumbent CRM systems currently in place in 21 country offices with Salesforce based technology. This means that in IG we have donors who need direct support, and we have countries who we want to enable to have strong donor care. The change of CRMs gives us a unique opportunity to deliver this enablement.

How can you make a difference?

This role has a dual purpose:

Firstly, the role will support and influence the development of an improved donor experience for donors who are recruited and retained by the IG team. This set of donors are drawn from many countries and require a thoughtful approach to donor care. When the HQ instance of Salesforce is deployed this year, the role holder should be able to deploy the new functionality to improve the donor experience and use this delivery for the second aspect of the role.

Secondly, the role will provide support to IG and SES on how to develop excellent donor care. There is existing expertise in the team across many channels, but this role will excel on addressing how to implement the donor care within Salesforce and use the HQ instance as an opportunity to test, capture and replicate best practice.

MAIN TASKS

Supporter Engagement

• Effectively respond to all enquiries, interactions and complaints received about UNICEF’s donations and fundraising activities, via the following contact channels - phone, email, letter, web, social media, and potentially live chat.
• Take full ownership of these direct interactions and see them through to a successful resolution in a personalised tone.

• Bring supporters closer to our work for children by answering donations and fundraising queries.

• Work with the teams engaged on SES and direct fundraising to ensure donor care is well supported by the Salesforce instance in HQ.

• Work through the implementation on Salesforce in HQ to upgrade the approach to donor care, modernizing the approach to support scaling of activity.
• Support HQ campaigns, planned and emergency, reporting to the team on donor feedback and interactions.

Quality and Effectiveness

• Maintain supporter database records of enquiries received, ensuring that all data entered is administered accurately within the current technology (Stripe and MailChimp).
• Work to meet agreed response times (SLA’s) to enquires, ensuring resolutions are achieved to supporters’ satisfaction, and follow ups are made for payment issues in Stripe e.g. failed payments.
• Apply the UNICEF tone and voice of neutrality and inclusion, ensuring every response is dignified.

Knowledge and Insight

• Usage of an internal knowledge, to ensure accurate representation and response to enquiries.
• Record supporter feedback (both positive and negative) and offer this to internal colleagues to improve future and ongoing fundraising products and services.
• Work with internal colleagues to source information for the use of responding to supporter enquiries, tailoring these messages to suit the needs of individual supporters.
• Represent the team at cross-collaborative meetings to ensure the supporter’s voice is heard, sharing feedback gathered through direct supporter interactions.
• Share and contribute to wider communication messages generated by other teams, to ensure that UNICEF supporters are at the forefront of our work for children and messages are supporter friendly.

Supporting Countries

• Act as one of the subject matter experts within IG, working within project teams to deliver expertise on donor care within retention.
• Support and influence the SES project team on how excellence in donor care can be delivered through adoption and good use of the new CRM systems.

• Work with the SES team to give design feedback, through the Digital Delivery team in IG, on how the donor care interface can be optimized to ensure efficient, personalized donor experiences.

• Advocate for needs of the donor in IG strategies, and then advocate for those strategies with countries during implementation.

DELIVERABLES

• Provide monthly reporting on the interactions with donors, highlighting areas for development to move towards more effective approaches to donor care.
• Improved donor retention through saving donors from cancellation and improve value maximization (upgrade/downgrade).
• Provide a daily point of contact for donor requests, dealing with them in line with donor expectations.

• Deliver reporting on the potential for higher value donors and agree an action plan in coordination with the email specialist.

• Provide design feedback on Salesforce implementation, ensuring it is delivered in a timely matter as indicated by the Digital Delivery team.

• Work with HQ donor project team to identify and plan improvements in all aspects of HQ donor care.
• In coordination with SES project team, produce guidance and documentation (informed by existing market experience) on the implementation of effective donor care through Salesforce.

ESTIMATED DURATION OF THE CONTRACT AND PROPOSAL

11.5 months, full-time, tentatively starting Nov/Dec 2021

REPORTING TO

Marketing Manager, Individual Giving Team, PFP, Geneva

WORKPLACE

Work from home within 2 hours of Central Europe Standard Time.

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

Education:

• A first level university degree in a relevant field is highly desirable.

Experience:

• Minimum of two years of experience in Salesforce (Sales and Marketing Cloud) is required.
• Experience in Fundraising, especially in individual giving processes along with transaction / income processing is strongly preferred.
• Experience providing donor care directly, and training others to undertake donor care is desirable.

Language:

• Fluency in English is required. Knowledge of another official UN language an asset.

Others:

• Excellent communication skills (both written and oral) for donor facing communication.

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.

To view our competency framework, please visit here.

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

Remarks: Please indicate your ability, availability and gross daily/monthly rate (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable). Applications submitted without a daily/monthly rate will not be considered. Also, please mention the earliest date you can start.

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 UNICEF’s policies and procedures, and will not be entitled to benefits provided therein. 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.

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.