Consultant (12 months, home-based, remotely) CRM Journeys Specialist (Virtual Hub), Individual Giving, PFP

The Private Sector Fundraising and Partnerships (PSFP) Section within UNICEF’s Division of Private Fundraising and Partnerships (PFP) works with National Committees and UNICEF Country Offices to maximize revenue and drive sustainable income growth. Within PSFP, the Virtual Hub functions as both a digital center of excellence for over 10 priority markets across Singapore and MENA and as a strategic incubator for CRM transformation, marketing automation, and innovation in donor engagement. The Hub supports markets in implementing best-in-class donor journeys, leveraging Salesforce Marketing Cloud (SFMC) to enhance engagement, retention, and lifetime value. Through data-driven insights and marketing automation, the Hub enables UNICEF markets to scale performance and efficiency in digital fundraising while contributing to the organization’s broader digital transformation agenda. To support the Virtual Hub team and participating markets in the design, implementation, and optimization of Salesforce Marketing Cloud journeys that strengthen donor engagement, increase retention, and maximize lifetime value. The consultant will lead the orchestration and continuous optimization of automated and bulk communication strategies, ensuring a cohesive and data-driven donor experience across markets. The role will also focus on building market capacity, ensuring consistent reporting and performance tracking, and integrating AI-powered tools and insights to improve efficiency, personalization, and campaign impact.

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built. We offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture., coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, the right to peace 

PURPOSE OF ASSIGNMENT:

The Private Sector Fundraising and Partnerships (PSFP) Section within UNICEF’s Division of Private Fundraising and Partnerships (PFP) works with National Committees and UNICEF Country Offices to maximize revenue and drive sustainable income growth.

Within PSFP, the Virtual Hub functions as both a digital center of excellence for over 10 priority markets across Singapore and MENA and as a strategic incubator for CRM transformation, marketing automation, and innovation in donor engagement.

The Hub supports markets in implementing best-in-class donor journeys, leveraging Salesforce Marketing Cloud (SFMC) to enhance engagement, retention, and lifetime value. Through data-driven insights and marketing automation, the Hub enables UNICEF markets to scale performance and efficiency in digital fundraising while contributing to the organization’s broader digital transformation agenda.

To support the Virtual Hub team and participating markets in the design, implementation, and optimization of Salesforce Marketing Cloud journeys that strengthen donor engagement, increase retention, and maximize lifetime value. The consultant will lead the orchestration and continuous optimization of automated and bulk communication strategies, ensuring a cohesive and data-driven donor experience across markets.

The role will also focus on building market capacity, ensuring consistent reporting and performance tracking, and integrating AI-powered tools and insights to improve efficiency, personalization, and campaign impact.

How can you make a difference? 

SCOPE OF WORK:

1. CRM Strategy and Implementation

• Oversee the development, execution, and optimization of SFMC journeys to drive donor upsell, cross-sell, and retention across global markets.
• Ensure integration between automated and bulk messaging to create cohesive multi-channel donor experiences.
• Align CRM and retention strategies with UNICEF’s business objectives and paid media campaigns to maximize conversion and impact.

2. Campaign Optimization and Performance

• Leverage data-driven insights to refine automated journeys for improved retention, conversion, and donor lifetime value.
• Maintain a continuous A/B testing framework, analyzing and optimizing key journey components such as content, cadence, and segmentation.
• Provide actionable recommendations through comprehensive reporting dashboards and KPIs, ensuring stakeholders have access to real-time insights.
• Guarantee quality control and operational excellence across discovery, setup, execution, and monitoring phases within SFMC.

3. Market Enablement and Knowledge Transfer

• Empower markets by developing toolkits, templates, and best-practice frameworks to improve CRM and automation performance.
• Design and deliver training materials to strengthen market capacity in CRM, segmentation, analytics, and donor lifecycle management.
• Collaborate with UNICEF’s SFMC community to share learnings and foster collective growth in automation and digital fundraising expertise.

4. Innovation and AI Integration

• Support the integration of AI-powered tools and features to enhance personalization, targeting, and predictive capabilities within donor journeys.
• Promote AI literacy across markets—helping teams understand and leverage available tools effectively without requiring technical AI development skills.
• Identify opportunities to apply automation and intelligent insights to improve operational efficiency and donor experience.

5. Reporting and Data-Driven Decision Making

• Develop and maintain user-friendly reporting systems tracking performance across journeys, bulk sends, and A/B tests.
• Monitor KPIs including donor retention, engagement rates, and conversion metrics, ensuring ongoing alignment with strategic objectives.
• Document key learnings and disseminate insights across the organization to promote evidence-based optimization and learning.

6. Expected Results

• Increased donor retention and lifetime value across participating markets.
• Improved performance visibility through standardized dashboards and reports.
• Enhanced market capability to design, manage, and scale CRM journeys independently.
• Integration of AI literacy into CRM operations for greater personalization and efficiency.
• Stronger alignment between CRM, paid media, and overall digital fundraising strategy.

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

Education:

• An Advanced University degree is required in one of the following fields is required: Marketing, Digital Marketing, Social Science, Communication, Fundraising, Business Administration, or another relevant technical field.
• Alternatively, a first-level university degree in a relevant field combined with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.
• Formal certification in Salesforce Marketing Cloud is required.

Experience:

• A minimum of three (3) years of professional experience in the following field is required: Marketing Automation and Journey orchestration.
• CRM and Digital Marketing Expertise: Hands-on experience with Salesforce Marketing Cloud (SFMC), including creating and managing automated email and SMS campaigns. Practical knowledge of digital marketing techniques, including email, SMS, and paid media, and how they integrate.
• Data and Reporting Skills: Proven ability to use data for decision-making, including setting up and analyzing A/B tests, tracking key performance indicators (KPIs), and maintaining reporting systems to provide actionable insights.
• Strategic Planning and Implementation: Experience developing and executing strategies to enhance donor retention and lifetime value. Ability to align these strategies with broader business goals and integrate them with other marketing efforts.
• Project and Campaign Management: Proven track record in managing projects and detailed plans for digital campaigns and automated workflows, ensuring timely and successful execution.
• Technical Proficiency: Skilled in using marketing automation tools and CRM systems to set up, monitor, and optimize campaigns. Ability to troubleshoot issues and ensure high-quality control.
• Training and Team Support: Experience in developing training programs and supporting teams to enhance their CRM and digital marketing capabilities. Strong collaboration skills and effective communication with cross-functional teams.
• Adaptability and Continuous Improvement: Ability to adapt to new technologies and trends, with a proactive approach to testing, learning, and optimizing strategies. Experience in the nonprofit sector or similar organizations is a plus.
• Demonstrated understanding of artificial intelligence concepts and tools, with the ability to use AI solutions effectively in marketing and CRM workflows. Focus on AI literacy, leveraging AI tools to enhance decision-making, personalization, and efficiency.

Languages:

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

For every Child, you demonstrate… 

UNICEF's values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS). 

To view our competency framework, please visit  here. 

Remarks:  

Please indicate your all-inclusive (lump sum) fees against the deliverables listed above, including all associated administrative and travel costs (if applicable), in the cover letter. The office selects the individual based on best value for money.

Payment of professional fees will be based on submission of agreed deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.

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

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 (such as leave entitlements and medical insurance coverage). 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. 

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. 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. 

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.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 

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.