Resource Mobilization Donor Care Officer

IT & Telecom

Contract

This is a ICRC - Open-ended contract. More about ICRC - Open-ended contracts.

Reports to (role)

Head of Sector (within REM/IDC unit)

Context

The Resource Mobilization Division (REM) is in charge of coordinating mobilization efforts across the institution to engage with multiple stakeholders ranging from donor governments, multilateral institutions, National Societies, the private sector including corporates, foundations, HNWI, UHNWI and the general public to maintain a sustainable stream of quality income for ICRC’s humanitarian operations worldwide. REM is one of the divisions reporting to the department of Mobilization, Movement & Partnerships.

REM is actively engaged in implementing mobilization plans to generate > CHF 2 billion in income for increased humanitarian operations worldwide. The budget has grown by 50% in the past 5 years and is on a steady and measured growth path.

REM is the front-line division that works transversally by connecting external resource mobilization and fundraising efforts with ICRC’s field operations, policy design, public positioning and movement relations to enlarge the supporter base of support and ensure that the ICRC is and remains the “partner of choice” for traditional and new supporters who want to invest in independent humanitarian action.

REM is a matrix structure currently composed of a team of more than 80 persons at Headquarters in Geneva, 45 in Manila shared service center (MSSC), 5 in Belgrade shared service center (BSSC) and 18 individual positions in various areas of the globe throughout the world. The REM/IDC unit (Income Management – Data Management – Donor Care) is responsible for the global coordination and management of funding within REM and transversally across concerned divisions, in order to ensure an efficient and proper recording of funds and an internal management of the earmarked contributions from proposal to implementation. Consequently, full audit accountability for contributions is ensured by the REM/IDC unit.

The REM/IDC unit ensures as well the production of financial reports and analysis, for internal and external use, and is in charge of data management, data quality and application management. In addition REM/IDC unit is in charge of the Donor Care services covering a donor population of 90% of Swiss donors and 10% of international donors.

Purpose

The purpose of this role is to deliver an efficient and excellent standard of donor care. He/she will be responsible for high quality services in order to maintain trusting relationships with donors with a view to building loyalty and being accountable for their commitment. This quality commitment will ensure that the ICRC can continue to rely on essential funds in the long term. She/He reports directly to the REM_IDC Head of Sector and collaborates closely with the Supporter Care Officer(s) in Manila under the overall leadership of the Head of Unit in Geneva.

Accountabilities & Functional responsibilities

Donor Care - Handle and reply to supporter enquiries and ensure the necessary follow-up is made (e-mail, phone, post, updates in CRM) - Update and develop standard text templates used for e-mail or letter replies in dedicated tools - Manage and follow-up the thanking process (internal & external) to donors, ensuring that responses are accurate and timely (merge, format and issue letters etc) - Manage and supervise the update of addresses in the database using different tools to get the correct information - Manage, supervise and follow-up return mails from fundraising mailings - Participate in fundraising mailing process and blueprint validation - Contributes to reflections on donor behaviour with direct marketing fundraising team based on donors’ interactions - Ensure that requested documents, brochures, payment slips, tax certificate duplicates are available and sent to donors in a timely manner - Assist the unit with ad-hoc requests - Contributes to supplier relations on donor care activities

Data Administration - Responsible for the administration of the database on a regular basis regarding import of data and production of queries and reports - Deduplication of accounts in the database - Supervise, follow-up and register the data received from telemarketing campaigns - Updates and quality checks in the database - Responsible for direct debit contract registration and follow-up with banks - Contributes to the creation and updates of the procedures/processes for the unit

Information management - Ensure that existing information, is properly shared within the unit, organised and filled according to agreed procedures - Manage the donor ticketing tool as application manager - Participate to the new CRM implementation

Desired profile and skills

- Certified either in Quality Management, Marketing, Customer care or service environment or proven similar experience - Languages: Excellent knowledge (oral and written) of German, French, and English mandatory, Swiss German and Italian an asset - Experience working in customer care mandatory (donor care an asset) - Great relationship skills, client oriented, outgoing personality - Good communication skills, and knowledge of crisis management - Team spirit, reliable, accurate, dynamic, rigorous and resilient - Attention to details and accuracy - Organizational skills and sense of priorities - Proactive and capable to work autonomously and to take on new responsibilities - Exposure and adaptability to various Customer Relationship Management (CRM) tools - Advanced computer literacy: Microsoft suite and any Ticketing tool - Good understanding of marketing and fundraising practices and principles - Experience of working in a humanitarian or voluntary sector environment an asset

Additional information

- Location: Geneva - Type of contract: Open-ended contract - Grade: B2 - Activity rate: 100% - Estimated start date: ASAP - Application deadline: 12 May 2024

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Added 16 days ago - Updated 3 days ago - Source: careers.icrc.org