Organisation: UNICEF

Position: Fundraising Specialist (Telemarketing Asia/Pacific Region) LEVEL: P3

Location: Bangkok, Thailand

Salary: Competitive

Reference:

Closing date: 12/03/2018 (day/month/year)

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Fundraising Specialist (Telemarketing Asia/Pacific Region) LEVEL: P3

UNICEF

Background

BACKGROUND

The income from Private Sector Fundraising in the region is growing fast. In addition to this, offices in the region have identified significant potential for growth up to 2021. Unlocking the potential of the TM channel is key to realizing growth of Individuals fundraising.

In addition, in 2017 and 2018, markets have and will receive increased investment in TM channels. There is a need to ensure the success of these investment programs through filling resource gaps and ensuring best practices.

As TM grows as a channel in the region, the number of touchpoints with potential donors grows. We need to be able to monitor these touchpoints and ensure the quality of each TM call.

Job description

PURPOSE OF THE JOB

 This role will be the focal point for the development of UNICEF's Telemarketing (TM) regular giving (pledge) donor recruitment and retention programs in the Asia/Pacific Region, and thereby drive the growth of pledge income. The Fundraising Specialist will work closely with fundraising teams in 6 country offices and 5 National Committees across the region.

The purpose of the role is to provide technical fundraising expertise, and guidance on managing TM recruited donors in order to enhance their experience with UNICEF, and maximize their donations through efficient fundraising processes. The Specialist must contribute expertise and add value to the many TM campaigns from donor acquisition through cold outbound TM, conversion of warm leads to pledge donors, Pathways to Pledge and inbound calls as a response mechanism to offline media like direct response TV or Direct Mail. Lastly, the incumbent will provide advice for donor management, value maximization, quality control, donor saving and reactivation.

The Telemarketing Fundraising Specialist for the Asia/Pacific Region will work closely with the Global Fundraising Specialist for Telemarketing in Geneva and fundraising teams in the region to develop their fundraising activity in this area. The role of the incumbent will be twofold: 1) to fill resource gaps where necessary in offices and; 2) to impart best in class learnings in relation to the telemarketing channel.

MAIN TASKS

Under the guidance of the Global Fundraising Specialist for Telemarketing in Geneva and the regional Individual Specialist in Bangkok, the incumbent will perform the following duties:


  • Work closely with the Asia/Pacific fundraising teams to coach, develop, support and advise on their TM activities and ensure the realization of plans and results.
  • The Telemarketing Specialist will spend 1-2 months in India, Indonesia and Malaysia Country Offices, or wherever any additional need and/or opportunity will be identified.
  • The Telemarketing Specialist will work to fill resource gaps in the relevant offices in the region while also working alongside local staff to provide TM training to both TM agencies and in-house fundraising teams, provide support calls on TM activities and answering ad-hoc queries on best in class implementation strategies.
  • Working with the Philippines, Thailand, and China COs to develop TM Fundraising plans, and ensure campaigns are fully optimized.
  • The collection and regular monitoring of TM benchmarks in the Region in order to compare results, identify best in class performances and identify trends.
  • Organize and coordinate TM webinars with key speakers from across the organization.
  • Coordinate the Regional TM training with the host and participating Country Offices.
  • The coordination of regular Regional competitions and field visits (where possible) to drive maximum performance, motivation and recognition of high performing fundraisers.

DELIVERABLES


  • A Telemarketing Quality Control Program Guidance Document, relevant for countries in the region.
  • Regional TM Training Workshop coordinated with Global Fundraising specialist in Geneva, local offices and host country. Full evaluation of same to be carried out.
  • The coordination of regular Regional competitions and field visits (where possible) to drive maximum performance, motivation and recognition of high performing fundraisers.
  • TM webinars carried out on subjects to be decided alongside Global Fundraising Specialist for Telemarketing in Geneva.
  • A database of TM script examples, agency contracts, and best practice case studies.

Candidate requirements

QUALIFICATIONS AND SPECIALIZED KNOWLEDGE/EXPERIENCE REQUIRED

 Education:


  • Advanced university degree in relevant field. A first-level university degree in combination with qualifying experience may be accepted in lieu of an advanced university degree.

 Experience:


  • At least 5 years’ hands-on experience of TM fundraising, preferably in the Asia/Pacific Region and across diverse markets, including: Training fundraisers; Budgeting; Performance management and pay schemes; Preparing materials & scripts; Analyzing & reporting on donor recruitment including long term attrition; Quality control and risk management.
  • Experience of negotiating contracts and enforcing contractual terms with TM agencies, preferably across diverse markets.
  • It would be an advantage if the person had gained the above experience in both agency and charity environments.
  • Experience of integrated multi-channel fundraising would be an advantage.
  • It would also be an advantage if the person has experience of other pledge fundraising and lead generation channels.

Language Requirements:


  • Fluency in English is required. Ability to work in other regional languages a strong advantage.

COMPETENCIES

UNICEF Core Values:


  • Diversity and Inclusion
  • Integrity
  • Commitment

UNICEF Core Competencies:


  • Communication (III)
  • Drive for Results (III)
  • Working with People (II)

Person Profile:


  • Proven ability to coordinate complex, multi-million dollar programs and work with senior level management.
  • Thorough and current knowledge of Telemarketing trends across multiple markets.
  • Demonstrated ability to work in a multi-cultural environment, and to establish harmonious and effective working relationships both within and outside the organization.
  • Demonstrated ability to devise, plan, develop and implement strategies and projects.
  • Proven ability to deliver to targets and demonstrated experience of results-based management.
  • Demonstrated ability to innovate and communicate ideas effectively.
  • Proven ability to work under pressure and to manage multiple priorities.
  • Strong analytical, negotiating and communication skills.
  • Strong presentation skills.

Additional comments

ESTIMATED DURATION OF THE CONTRACT AND PROPOSAL

 364 days start March 2018 – March 2019

 REPORTING TO:

 The Incumbent will work under the supervision of the Regional Individual Giving Specialist in Bangkok and in alignment with the Global Fundraising Specialist (TM) in Geneva.

WORK PLACE

The hired incumbent will be based at UNICEF’s Regional Support Centre in Bangkok with frequent travel across the region as outlined above. Travel costs will be covered by UNICEF as per travel guidance and some remote working will be possible in line with UNICEF’s flexible working policy.

Contact person: Paula Diaz

Response email: Click here to email the recruiter

Website: www.unicef.org

Preferred method of response: Web

Closing date: 2018-03-12

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