Re-Advertisement: Fund Raising Officer (Donor Retention), NO-B, Fixed Term Appointment, New Delhi, India, South Asia Region (SAR), Post Number 122783

New Delhi

Organization: UNICEF - United Nations Children’s Fund
Location: New Delhi
Grade: Junior level - NO-B, National Professional Officer - Locally recruited position
Occupational Groups:
- External Relations, Partnerships and Resource mobilization
- Public, Private Partnership
Closing Date: Closed

Under the direct supervision of the Individual Giving Specialist (Retention) and overall guidance of Chief Resource Mobilization & Partnerships, the Fundraising Officer (Donor Retention) will oversee functions such as agency management, telemarketing, in-house retention management and data analysis.

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.

Click here to learn more about UNICEF: https://youtube/E1xkXZs0cAQ

For every child, an Advocate...

The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programmes, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism. There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens — addressing inequity — not only will give all children the opportunity to fulfil their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.

The India Country Office (ICO) has a strong Individual Giving component that contributes to cover resources required to implement the India Country Programme. Most of the resource growth comes from the successful implementation of pledge prospecting campaigns and the development of a large base of regular pledge contributors to UNICEF. In 2021 the Individual giving campaigns recruited over 100,000 pledge supporters, and by the end of 2027 the active pledge base is expected to grow to 500,000 supporters.

How can you make a difference?

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you.

Under the supervision of the Individual Giving Specialist (Retention), the post holder will be responsible for executing a strategy that inspires supporters and drives loyalty. The role has a keen focus on maximizing long term value of existing donors in India while ensuring donor delight in all communication. The role will also be responsible for donor servicing through various channels like emails, inbound calls, and outbound calls.

As the active donor base grows in ICO over the next five years, more and more donors will become eligible for various campaigns like upgrades, pledge conversions, reactivation, and savings. The volume of donor queries is also forecasted to leapfrog in the coming years, the incumbent will play a critical role in managing the aforesaid retention activities delivering increased revenue and donor delight.

Key functions, accountabilities and related duties/tasks:

Supervise and execute retention implementation plan to achieve established goals and Key Performance Indicators.

Accountable for achieving month on month and annual revenues from various retention campaigns.
Manage and supervise direct marketing acquisition and the one-time donor program.
Manage the retention campaign budget and support revenue forecast and monitor expenditure.
Monitor and evaluate the activities according to the work plan to ensure maximum impact of retention and saving efforts.
Supervise the development of tools, systems, and materials to enhance the retention and saving Key Performance Indicators.
Supervise and ensure that KPI’s attributed to the in-house donor helpdesk team are met.
Setting up omni channel customer relationship management systems, training resources and ensure smooth functioning within timelines.
Coordinate weekly/fortnightly/monthly team meetings with special focus on timelines and progresses.

Compile and analyze relevant data from the individual giving operation, other organizations running individual giving program, and the market to monitor and improve retention programs.

Analyze retention/attrition of donors, design concrete actions to increase retention, upgrade, and reactivation, and monitor results regularly.
Monitor, plan and provide feedback to channel partners/in house donor retention team, providing technical training to achieve goals for each campaign (includes donor engagement and value max campaigns).
Support donor journeys to compliment the retention campaigns resulting in increased revenue.
Improve the communication, fundraising speech and ensuring the trust in UNICEF purpose.
Provide oversight of internal business rules for data mining.
Analyze and research data anomalies and engage fundraising and operational stakeholders to develop solutions.

Internal and external partner management.

Manage relationships with external service providers such as telemarketing vendors, Direct Mail production vendors, manpower agencies etc.
Draft Terms of Reference, lead the bidding and creation of contracts for external service provider.
Conduct training and ensure an induction plan to new fundraising members.
Participate in trainings about fundraising tools and techniques to have up to date techniques.

Reporting and providing insights to improve performance (results and quality).

Prepare reports per fundraiser, per supervisor, per campaign and per provider including performance, productivity and improvement needs for management. Make recommendations on managing fundraising teams for each campaign.
Develop and implement an action plan to each fundraiser / supervisor / campaign / provider to improve the performance (results and quality). Undertake different types of analysis information to improve and ensure campaign goals, fulfillment, and attrition rates.
Propose a marketing mix to (1) develop criteria to use and adapt programmatic content in scripts, mails, etc. (2) analyze channel, segment, and donation requests. (3) determine costs and projected profitability of each initiative. (4) define needs and types of providers.

Ensure effective execution of administrative tasks and responsibilities and promote cross-functional coordination and collaboration with other areas.

Supervise the carrying out of procurement processes for retention and saving campaigns in close coordination with the Supply and Procurement and other departments.
Maintain a positive and collaborative working relationship with partners.
Support the process of the individual donor retention program, as required.

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

Education:

A first level university degree (Bachelor's degree) in business administration, marketing or any related field.

Experience:

A minimum of 2 years of progressive professional experience in managing donor/customer, loyalty/retention programmes including but not limited to telemarketing and customer care together with proven track record in driving income growth is required.
Experience in set up, roll out and management of multi- channel CRM system is required.
Experience in customer engagement, database segmentation, payment processing, customer service is highly desirable.
Relevant experience in a UN system agency or organization is an asset.

Language Requirements:

Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

Diversity Considerations:

We encourage all candidates meeting the required qualification and experience to apply.

UNICEF’s active commitment towards an ever more diverse workforce and fostering an inclusive work environment is critical to deliver the best results for children.

We strongly encourage applications from women, trans* and gender non-conforming people and persons with disabilities.

We provide reasonable accommodation for employees and applicants with disabilities. Please let us know in your application if you identify as a person with a disability and how we can support you.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of benefits to our staff. Flexible working arrangements, paid parental leave and other family-friendly policies support UNICEF staff to fulfill professional and personal commitments. Learn more Equity, Diversity and Inclusion.

For every Child, you demonstrate...

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: https://uni.cf/UNICEFValues

UNICEF competencies required for this post are…

Demonstrates Self Awareness and Ethical Awareness (1)
Works Collaboratively with others (1)
Builds and Maintains Partnerships (1)
Innovates and Embraces Change (1)
Thinks and Acts Strategically (1)
Drive to achieve impactful results (1)
Manages ambiguity and complexity (1)

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

Remarks:

The vacancy is open to internal and external candidates.
When applying for the vacancy, candidates must possess a valid work permit for India.
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 is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. 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.
UNICEF appointments are subject to medical clearance. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (COVID). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.
Only shortlisted candidates will be contacted and advance to the next stage of the selection process.
UNICEF only considers higher educational qualifications obtained from an institution accredited / recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/.

For more information about UNICEF India, please refer to the link below: - http://unicef.in/

This vacancy is now closed.