PSP Individual Giving Assistant

H (no hardship)

FamilyFamily

GS4

General Service

Reason

Regular > Regular Assignment

No

2023-10-02

August 10, 2023PSP Individual Giving Assistant Organizational Setting and Work Relationships The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern. Private Sector Partnerships Service (PSP) sits within UNHCR's Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees. UNHCR has developed a Private Sector Fundraising Strategy focusing on both Individual Giving and Private Sector Partnerships, identifying priority fundraising markets and regions. Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with focus on strong donor loyalty and lifetime value. The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations of between $1 to $10.000 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR. All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR's core values of professionalism, integrity and respect for diversity. Duties General - Provide front-line customer service for all inbound inquiries from donors, through the phone, email and mail and assist donors with gift acknowledgements, refunds, tax receipt requests, tribute and symbolic gift cards, and other donation related issues. - Develop dashboard and KPI reporting to identify opportunities in order to maximise donor lifetime value to increase revenue. - Assist in procurements related to IG activities (e.g. Face-to-Face) including preparation of RFQs or RFPs, receipts of quotations, bids or proposals in compliance with the procurement standards and rules. - Assist in liaising, monitoring and reviewing of outsourced vendor services performance such as data entry, telemarketing, letter shopping services, etc. - Prepare regular progress reports on the made-on acquisitions and donor care KPIs. - Liaise with bank and payment platforms to ensure timely and accurate payment collections. - Support UNHCR¿s donor care and fundraising events; track and report on events, attend events when possible and assist with planning. - Participate in annual campaign goals. Donor Acquisitions - Work closely with the supervisor to design, implement, monitor and optimize Donor Acquisition programmes and make sure KPIs are met. - Conduct telephone fundraising campaign, as/if required. - Provide necessary support to help ensure KPIs are achieved including provision of quality and timely reporting to the relevant teams. - Ensure Donor Acquisition (e.g. Face-to-Face) programs achieve the targets, including monitoring and tracking budget and expenditure. - Compile and analyse data received from regular reports provided by Donor Acquisition (e.g. Face-to-Face) agencies and reports to the manager on regular basis. - Prepare and participate in the recruitment of Donor Acquisition (e.g. Face-to-Face) fundraisers to fill vacant positions including applications¿ review, interviews and tests as well as orientation and induction. - Monitor the effectiveness of the Donor Acquisition campaign locations. Donor Retention and Development - Deal with donors¿ requests and manage complaints. - Assist in following up donors by phone, post, electronic mail in relation to donation transactions issues and donor inquiries. - Support producing online and offline communication to donors to enhance donor loyalty. - Produce reports and analysis to enhance programme performance, donor retention and understand donor behaviour. - Support donor service toll free number activities. - Execute data entry needed by outbound and inbound campaigns. - Update UNHCR fundraising database with donors¿ data, gifts data, fundraising campaigns data when needed. - Support fulfilment operations for specific campaigns. - Assist in processing one-off donation transactions - Support in processing monthly donations (both autopay and credit cards), escalate and advise the supervisor in case of inaccuracy and special occurrence. - Perform other duties as required. Minimum Qualifications Education & Professional Work Experience Years of Experience / Degree Level For G4 - 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher Field(s) of Education Not applicable Certificates and/or Licenses Public Administration, Business Administration, Economics, Marketing, or other relevant field. Relevant Job Experience Essential - Proven experience in a fundraising or sales environment working on donor/customer care or fundraising. - Proven experience of managing donor or customer records with a customer relationship database. Desirable - Experience in a donor service role at a charity or non-for-profit. - Experience in data processing. - Experience working in a customer service. Functional Skills CO-Cross-cultural communication CO-Drafting and Documentation IT-Computer Literacy PS-Digital fundraising PS-Direct Marketing and Direct Response Fundraising PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc. PS-Private sector fundraising and partnerships (Functional Skills marked with an asterisk* are essential) Language Requirements For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English. For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language. For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English. All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power. As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise. This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Only short-listed candidates will be contacted.



Assessment of short-listed candidates might comprise of both an interview and a written test.



UNHCR is committed to diversity and welcomes applications from qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, color or ethnic and national origins, religion or belief, or sexual orientation. UNHCR has a ZERO TOLERANCE policy on sexual exploitation and abuse, and sexual harassment. Successful candidates will be subject to mandatory UN Sexual Exploitation and Abuse and Sexual Harassment clearance check prior to receiving an offer. UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees). All applications will be treated with the strictest confidentiality.



According to the UNHCR/AI/2022/01, recruitment as a UNHCR staff member and engagement under a UNHCR affiliate scheme is subject to proof of vaccination against Covid-19. For this reason, you will be requested to provide a proof of full vaccination scheme during the recruitment process.



In case of any queries, please contact the HR Team at itaropsphr@unhcr.org.

Italian

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English

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Operational context

Occupational Safety and Health Considerations:

To view occupational safety and health considerations for this duty station, please visit this link:

https://wwwnc.cdc.gov/travel

Nature of Position:

The primary purpose of the Private Sector Partnership (PSP) in UNHCR Italy is to generate income from individual donors, corporate and foundations, in order to sustain UNHCR activities worldwide. In accordance with the Global UNHCR PSP strategy, building and strengthening relationships with existing and newly recruited donors has been identified as a priority. The outcome will be an improved donor service contributing to reduce attrition rates and to increase donor loyalty.

Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with focus on strong donor loyalty and lifetime value.

The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations between $1 to $10.000 (depending on local market conditions, as well as on scope of responsibility) per year to UNHCR.

Digital activities are strategically important in retaining and developing donors within the PSP Italy Individual Giving team. The email marketing program is one of the most engaging and cost-effective communication channels.

The role of the PSP Individual Giving Assistant is to assist all digital donor development and retention operational activities. The incumbent of this position will assist in:

Developing content for Digital Donor Retention and Development campaigns.

Developing and updating existing donors' email journeys and other digital communication to retain existing UNHCR donors.

Liaising with agencies and other vendor partners when necessary.

Planning, executing, and measuring experiments and tests.

Collaborating with internal teams to create landing pages and optimize the user experience.

Brainstorming new and creative digital activities.

Measuring and reporting the performance of digital marketing campaigns and assessing against goals (KPIs).

Utilizing strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points.

Evaluating emerging technologies and providing advice for adoption where appropriate.

Living and Working Conditions:

Rome is a HQ Duty Station. Italy has a strong UN presence (more than 10 Agencies Programmes and Funds totaling more than 6'000 staff) and is offering high standard of living conditions and relatively high cost of living.

There is no RC System hence no formal inter-agency coordination system other than the DO for Security related matters. FAO leads the UN team and collaborates closely with Rome based WFP and IFAD HQ.

The Italian authorities will issue a visa and residence permit to UNHCR international staff members. Before arriving at a new duty station, finding an accommodation will be a priority. There are some limited facilities to access Duty Free privileges. Buying a new vehicle is a lengthy process while buying second hand is even more complex. The public transport system is relatively reliable, and most colleagues have elected to reside in the office neighborhood.

 A valid driving license issued by a European Union/European Economic Area (EU/EEA) member state is automatically accepted in all other member states. People with EU/EEA-issued driver's license who take up residence in Italy are not required to exchange it for an Italian license.

Holders of a standard driving license issued from a non-EU/EEA country may drive in Italy using the foreign license for up to one year after obtaining residency.

Medical care is up to international standards.

UN International expatriates are covered by the medical insurance provided from their workplace. No additional medical coverage is required. A list of English-speaking doctors can be provided, upon request, by the FAO Medical Services.

There are several international schools in Rome. The academic year for schools in Italy is from September to June. Generally, schools have long waiting lists and it is advisable to register your child at school as soon as possible. You should also find out about the specific admission requirements at the school. Transfer certificates from previous schools and academic records are usually required. Contracts are made between the school and private individuals regarding payments of school fees.

This means any deposits and commitments to pay fees are your responsibility and not the UN's.

Additional Qualifications

Skills

Certifications

Business Administration - Other, Economics - Other, Marketing - Other, Public Administration - Other

Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Organizational awareness, Planning & organizing, Political awareness, Teamwork & collaboration

https://icsc.un.org/Home/SalaryScales

Compendium

Additional Information

This position doesn't require a functional clearance