Telemarketing Fundraising Specialist (Consultancy)

Panamá

The incumbent will be the focal point for the development of UNICEF's Telemarketing (TM) pledge donor recruitment and retention programs in the LAC region, and thereby drive the growth of pledge income. The incumbent is to provide, technical fundraising expertise, guidance on managing TM recruited donors and techniques to maximize their income through more efficient processes. S/he must lead the Telemarketing campaigns in donor acquisition through cold outbound telemarketing, conversion of warm leads to pledge donors, Pathways to Pledge and inbound calls as a response mechanism to offline media. The Telemarketing Fundraising Specialist will work closely with the fundraising teams in 9 country offices across the LAC 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 Country Offices 2) to impart best in class learnings in relation to the telemarketing channel.

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.

For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments.

PURPOSE OF THE JOB

The incumbent will be the focal point for the development of UNICEF's Telemarketing (TM) pledge donor recruitment and retention programs in the LAC region, and thereby drive the growth of pledge income.

The incumbent is to provide, technical fundraising expertise, guidance on managing TM recruited donors and techniques to maximize their income through more efficient processes. S/he must lead the Telemarketing campaigns in donor acquisition through cold outbound telemarketing, conversion of warm leads to pledge donors, Pathways to Pledge and inbound calls as a response mechanism to offline media.

The Telemarketing Fundraising Specialist will work closely with the fundraising teams in 9 country offices across the LAC 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 Country Offices 2) to impart best in class learnings in relation to the telemarketing channel.

 

BACKGROUND AND JUSTIFACTION

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

In addition, in 2017, markets have received increased investment in telemarketing channels. There is a need to ensure the success of these investment programmes through filling resource gaps and ensuring best practices.

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

 

MAIN TASKS RELATED TO THE JOB

Under the guidance of the Regional Individuals Fundraising Manager, the consultant will perform the following duties:

  • Working from the Peru, Brazil and Mexico CO's. The Telemarketing Specialist will spend between 1-2 months in each country office working closely with the CO fundraising teams to develop, support and advise on their telemarketing activities and ensure the realization of results.
  • The Telemarketing Specialist will work to fill resource gaps in the relevant CO's countries while also providing Telemarketing training to both telemarketing agencies and fundraising teams on best in class implementation strategies.
  • Provide remote telemarketing support to other CO's in the region – providing support calls on telemarketing activities, answering ad-hoc queries, sharing best in class examples of telemarketing implementation.
  • Organize and coordinate telemarketing webinars with key speakers from across the organization.
  • Coordinate the Regional Telemarketing training with the host and participating Country Offices. 

 

DELIVERABLES

  • 1-2 months spent in each of the Peru, Brazil and Mexico CO's.
  • A Telemarketing Quality Control Programme Guidance Doc.
  • Regional Telemarketing Training Workshop coordinated with CO's, host country and Geneva specialists. Full evaluation of same to be carried out.
  • 3 x Telemarketing Webinars carried out. 

 

QUALIFICATIONS AND SPECIALIZED KNOWLEDGE/EXPERIENCE REQUIRED

  • At least 5 years' hands-on experience of TM fundraising, 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.
  • Must speak Spanish and English. Portuguese a bonus.
  • Proven ability to deliver to targets and demonstrated experience of results-based management.
  • Strong analytical, negotiating and communication skills.
  • Strong presentation skills.

 

ESTIMATED DURATION OF THE CONTRACT AND PROPOSAL

8 months: May – December 2017

 

Reporting Responsibilities/supervision

The Incumbent is expected to work under the supervision of the Regional Individuals Fundraising Manager and meet regularly with Geneva Individual Giving Specialist/s.

 

CONSULTANTS WORK PLACE

The hired consultant will work between CO's mentioned above, home and the Panama RSC. If travel is required, travel costs will be covered by UNICEF as per travel guidance.

 

HONORARIA & FEES:

Applicants are requested to submit an economic proposal for the consultancy. If applying outside of Panama, kindly include in the proposal, travel expenses from recruitment place to Panama and return.

To view our competency framework, please click here

Please indicate your ability, availability and daily/monthly rate (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable).  Applications submitted without a daily/monthly rate will not be considered.

UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organisation.

Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
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  • Organization: UNICEF - United Nations Children’s Fund
  • Location: Panamá
  • Grade: Mid/Senior
  • Occupational Groups:
    • External Relations
  • Closing Date: 2017-05-02

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