Telemarketing and Stewardship Contractor

Contract

This is a Consultancy contract. More about Consultancy contracts.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all qualified candidates, irrespective of nationality, religious and ethnic backgrounds, gender identity and sexual orientation, as well as persons living with disabilities, to apply to become a part of the organization. UNICEF’s office is accessible to a certain extent, and employees are entitled to reasonable accommodations that are needed for ensuring equitable working conditions.

Based on the UNICEF Serbia Private Sector Partnership plan for 2023-2025, a contractor will be engaged to perform administration and logistics services, to support donor care and stewardship through meaningful contact and donor solicitation, mostly through telephone calls, but also through written materials, e-mails or in-person meetings when required. The contractor will also assist in administrative tasks.

Scope of Work:

• Contact private individuals or small business owners by telephone in order to request donations, thank for support, welcome to pledge program, obtain missing donor information for our records and/or handle any donor questions, concerns or issues in a timely manner.
• Coordinate activities of a small in-house telemarketing team.
• Assist in managing the pledge program by tracking the Pledge Communication Cycle and all aspects of administration and operationalization of Line/Circle activities (assist in monitoring and lowering attrition, handling welcome programs, acknowledgement processes, birthday card program, upgrading campaigns, revival campaigns, anniversary program, etc.).
• Build donor trust and loyalty through consistent and meaningful contact, providing high level of customer care service which will engage and motivate donors.
• Impart knowledge and information about UNICEF programs – customizing, interpreting, and breaking down complex information for each particular audience group.
• General data analysis; creating reports; drafting correspondence, promotional materials and effective telephone scripts; managing lists; maintaining accurate call logs; executing smaller mailings; performing mail merges; data exports and segmentations.
• Perform data file reviews; database maintenance; recording of responses; general coding; tracking; data entry; translations; transcriptions, etc.
• Administratively support all fundraising activities, as required.

Duration of the assignment: April 2023 – December 2024 (full-time, office-based)

Benefits included: private health insurance, paid annual leave, paid sick leave

Knowledge/Expertise/Skills required:

• High school or college degree in humanities, communications, marketing/business, or similar area
• Minimum 2 years of work experience in telemarketing or/and in customer relations
• Previous experience in fundraising campaigns is required
• Exceptional communication (written and verbal), listening and presentational skills
• Very good interpersonal skills; ability to easily build rapport with donors
• Understanding of fundraising principles
• Knowledge of sales and marketing principles and strategies
• General understanding and knowledge of database systems
• Good analytical skills, with high attention to detail
• Proficiency in MS Office package
• Proficiency in English and fluency in Serbian
• Previous working experience within one of the UN agencies will be considered an asset
• Familiarity with UNICEF’s programs and activities in Serbia and globally is highly desired

How to apply:

The application must include a financial proposal in RSD as a separate document, providing the following information:

• Monthly fee (all costs included, e.g. usage of mobile phone, pension contribution, etc.).

Important notes:

Incomplete applications will not be taken into consideration.

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

Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.

For every child, you must demonstrate UNICEF's core values of Care, Respect, Integrity, Trust, Accountability and Sustainability.

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.