Job Opportunity at UNHCR
Position 1
Title of Position
Tele-Fundraising and Call Centre Supervisor
Contract type UNOPS
Effective date As soon as possible
Duration Initially for one (1) year
Job Requisition Number JR2204337
Closing Date15 January 2023
Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)
Under the supervision of the Assistant PSP IG Officer (Donor Development and Retention), the contractor will perform the following responsibilities:
– Manage contact centre operations including responsibility to supervise resources on
• outbound operations to cultivate UNHCR donors and recruit regular giving donors in line with PSP Thailand’s priority.
• outbound operations to engage with existing donors and lapsed donors for the following tasks:
i) Upgrade – increase the regular gift value as priority or succeed an extra one-off donation
ii) Reactivation – understand the cancellation reason and convince donors to reactivate the recurring donation
iii) Conversion – thank donors for one-off donation and convert to recurring gift donors as priority or succeed a repeated one-off donation
iv) Payment recapture – check personal information and bank details to understand the donation’s failure reason and activate a new recurring donation Conversion – thank donors for one-off donation and convert to recurring gift donors
v) Loyalty call – thank donors for continuous support, update them on specific matters, check if communication materials have been received, ask if they want more information, conduct surveys on donor preference and experience.
vi) Welcome call – thank and welcome donors, check personal and financial details, check information given by recruiters, give possible additional information about donations, conduct surveys on donor preferences and experience.
vii) Special appeal – cultivate UNHCR donors and recruit extra one-off donation or additional regular giving donors
• inbound operations to give information about UNHCR’s fundraising activities,manage queries related to PSP Thailand fundraising program and provide information and answers to queries from donors and public.
– Supervise the tele-fundraiser to process the donation in CRM accurately, legibly, and completely.
– Analyze operation performance ensuring that all required KPIs are met.
– Ensure that the tele-fundraisers are working effectively with donor-centric attitude.
– Supervise donation management in line with The Personal Data Protection Act and PCI compliance.
– Providing real time floor support to tele-fundraiser taking calls
– Coach and monitor tele-fundraiser’s performance according to team KPIs or established monitoring standards
– Generate daily/weekly/monthly operation performance to report PSP Thailand and suggest improvement and constructive recommendation.
– Prepare monthly incentive and salary documents
– Perform other duties as required
Conditions:
-If any of recurring donor from new acquisition, reactivation and conversion tasks recruited by the team cancels or being payment rejected within three months after approval, the incentive from mentioned donation will be fully returned to UNHCR.
-In case of termination of contract, prior to the end of the month, the incentive will not be paid.
Qualifications and Experience
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)
a. Education (Level and area of required and/or preferred education)
• University degree in one of the following areas: Sales and Marketing, Business Administration, Public Relations or any related fields.
Work Experience
(List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)
• Minimum 2 years of experience in supervisor role for telesales, fundraising, business development or related fields.
• Minimum 5 years of outbound call centre experience in telesales, fundraising, business development or related fields.
Key Competencies
(Technical knowledge, skills, managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired competencies)
– Contact centre management and supervisory skills
– Good knowledge of Tele-fundraising and telesales
– Results driven
– Analytical thinking
– Excellent communication skills in written and spoken Thai
– Ability to motivate the team
– Strong leadership
– Pleasant interpersonal skills
– Computer skill: Microsoft outlook, excel, word, PowerPoint, experience with contact centre system.
– Acts with integrity, honesty, and responsibility
Desirable:
– Excellent communication skills in written and spoken English
– Knowledge of customer segmentation and analysis approaches
– Experience in training fundraising or sales representatives in telemarketing agencies
– Experience of coordinating the day-to-day work with internal and external parties
Position 2
Title of Position Senior PSP Assistant (Donor Development and Retention)
Contract type UNOPS
Effective date As soon as possible
Duration Initially for one (1) year
Job Requisition Number JR2208103
Closing Date15 January 2023
Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)
Under the supervision of the Assistant PSP IG Officer (Donor Development and Retention), the contractor will perform the following responsibilities:
• Manage long-term and short-term strategic donor communication and engagement initiatives to enhance the life-time value of donors
• Enhance digital transformation of donor retention and development activities through offline-online integration of donor communication pieces including special and emergency appeals to maximise donor support;
• Support digital campaigns communication to re-target and engage donors based on their behavior
• Support the development and implementation of donor retention communications materials and activities for existing donors and for emergency appeals.
• Keep abreast of developments on UNHCR’s work both in the country and worldwide and communicate all relevant information to the existing supporter base.
• Closely cooperate with the HQ Fundraising Communications to ensure the fundraising communication activities in Thailand are in line with global and regional communications strategy.
• Closely cooperate with the acquisition programme units and other departments in UNHCR Thailand to enhance the donor quality and retention, aiming to reduce the cancellation rate in the long run.
• Execute communications plan that keeps donors and other contacts updated of UNHCR’s progress of work, donation in action, refugee situation and other relevant information.
• Track KPIs and key metrics of communication programme against year over year target
• Write content and supervise the design and production of the donor care materials.
• Ensure the development of communications content (online and offline) for donor communications and fundraising campaign.
• Provide support in English-Thai translation or vice versa and other papers as needed.
• Help coordinating with inhouse and outsource donor call centers to ensure the high service level.
• Perform other responsibilities or as delegated by the Representative/ PSP Officer in order to meet the level of the services in the organization.
• Carry out the day-to-day coordination and communication with donors and external vendors that support the donor development programme
• Support UNHCR’s donor development and fundraising events
• Perform other duties as required
Qualifications and Experience
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)
Education
• High School Diploma or Bachelor’s degree in mass communication, Liberal Arts, Advertising, Marketing or related fields
Work Experience
• 2 years working experience with high school diploma, or 1 year of experience with Bachelor Degree or higher, in donor or customer development and/or communications
• Proven experience in providing functional guidance to donor care or customer service team is desirable
• Proven experience in private sector fundraising to individuals or direct marketing in a business to consumer environment is desirable
Key Competencies
(Technical knowledge, skills, managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired competencies)
• Technical knowledge of how to carry out private sector fundraising or
business to consumer, donor/customer retention and development
• Attention to details, multi-tasking, high accuracy, result oriented and
donor/customer- centric mentality
• Strong copywriting, editing and copy evaluation skills in order to developing
donor retention communications
• Competent in developing and translating online and offline communication
materials
• Ability to conduct research and identify relevant content for the
development of engaging donor/customer communications
• Strong communication and interpersonal skills
• Proficiency in written and spoken Thai and English
• Demonstrate donor/customer centric focus
• Excellent problem-solving skills
• Able to work independently as well as part of a team
• Ability to collaborate with others, with a flexible and positive attitude
• Analytical competencies
• Proficiency in MS office including MS Word, Excel, Powerpoint and Outlook
• Knowledge of donor database and housekeeping donor/customer data
Desirable:
• Experience working with direct mail, telemarketing and email marketing
fundraising channels
• Knowledge of customer segmentation and analysis approaches
• Experience in Salesforce and Selligent
• Experience of coordinating the day-to-day work with suppliers
Position 3
Title of Position Associate PPH Officer
Category and Grade Level Local Individual Contractor (LICA-9 / equivalent to NOB)
Contract type UNOPS Effective dateAs soon as possible
Duration Initially for one (1) year
Job Requisition Number JR2208523
Closing Date29 January 2023
Purpose and Scope of Assignment
Under the supervision of the PSP Officer (Singapore), the Associate PSP Officer (Singapore) will perform the following responsibilities:
• Develop and support initiatives with high-net-worth individuals, corporates, and foundations in Singapore, to obtain high value financial support for UNHCR for selected projects and programs and other partnership engagement as appropriate.
• Identify, support, and develop opportunities to engage philanthropic networks, platforms, and other collaborations at national level, for advocacy, awareness & relevance raising for UNHCR’s work and the refugee cause broadly.
• Solicit and secure gifts at the major gift level, including multi-year gifts in Singapore. This will include identification, cultivation, and stewardship of high-net-worth individuals, corporates, and foundations.
• Engage key stakeholders through dialogue, consultations, and events, and develop speaking opportunities to raise UNHCR’s profile and expand the network in Singapore.
• In line with Singapore’s ambition to become the global hub in Asia for philanthropy, establish trusted relations with family offices, wealth advisors and other strategic interlocutors.
• Develop and pitch compelling proposals and presentations for prospective PPH partners.
• Work closely with PPH network and key/senior UNHCR staff to develop and lead engagement plans to build successful partnerships.
• Support in the roll out of the Global PSP/PPH strategy.
• Maintain detailed records of engagement and plans, using relevant systems to monitor progress and track results in the development of partnerships.
• Provide strategic input and support to PSP Singapore team in market development and planning for philanthropy within Singapore, including support and input on recruitment, strategic planning, etc.
Qualifications and Experience
a. Education (Level and area of required and/or preferred education)
Degree in Development, International Relations, (International) Business, Communication, Journalism or related field.
Work Experience
• Minimum 3 years of relevant experience with Undergraduate degree, 2 years of relevant experience with Graduate degree, or 1 year relevant experience with Doctorate degree.
• Relevant fundraising and partnership experience, working with high-net-worth individuals, corporates and foundations raising min. USD 250,000 annually.
• Understanding of Singaporean philanthropic institutions, networks and platforms and how they operate.
• An existing network with Singaporean philanthropy advisors, interlocutors, and other key stakeholders is desirable.
• Good knowledge of English. Knowledge of Mandarin is desirable. (written/oral/comprehension).
Key Competencies
• Excellent interpersonal and networking skills with large groups as well as with individuals.
• Demonstrateged knowledge of fundraising with high-net-worth individuals, corporates and foundations in Singapore and the methods, practices and procedures to access their giving programs.
• Good understanding of cultivation, solicitation, and stewardship strategies and techniques with high-net-worth individuals, corporates and foundation.
• Ability to build effective long term relationships with prospective donors, and UNHCR technical teams and fundraising staff.
• Good organizational skills and demonstrated ability to take primary responsibility for projects and to complete them in a timely manner.
• Demonstrated ability in grant and proposal writing, reporting and communication materials at ppropriate levels for varied partnership development;
• Ability to use contact management database and to present and interpret data for monitoring purposes.