Job Opportunity at UNHCR
Available Position: Senior PSP Assistant (Donor Development and Retention)
Hardship Level (not applicable for home-based)
A (least hardship)
Family Type (not applicable for home-based)
Family
Terms of Reference
1. General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)
UNHCR is the UN Refugee Agency and takes the lead in providing international protection for more than 89.3 million refugees and displaced people worldwide.
Private Sector Partnerships Service (PSP) is a fast growing global division with offices across the world. UNHCR has developed a private sector engagement strategy to achieve, the long-term goal of maximizing sustainable and flexible contributions from the private sector to raise $1 billion annually.
In Thailand, PSP has been achieving outstanding results since its establishment in May 2008 through its diversified fundraising channels; face to face, digital and multi-channel fundraising programmes. Due to the size of the database and the diversity of the donors recruited, the office also operates a complex donor development strategy which requires an additional workforce to implement the plan effectively. This includes the development of strong donor retention plan through integrated communication channels and strategic cultivation to ensure donor’s long term commitment to support refugees.
To continue the successful growth, PSP Thailand is now looking for a highly motivated and results driven fundraising professional capable of providing a meaningful donor journey and building relationships with existing donors and prospects.
2. 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
3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
• Timely coordination of donor development project for existing donors and prospects which result in all communications reaching donors on time and as defined in the annual plan
• Support Assistant PSP IG Officer (Donor Development and Retention) to ensure that communications for donors is delivered as planned.
• All defined key performance indicators for the donor development programme are measured and reported accurately to PSP Thailand
4. 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
• High School Diploma or Bachelor’s degree in mass communication, Liberal Arts, Advertising, Marketing or related fields
b. 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
c. 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
Additional Qualifications
Skills
Education
Certifications
Work Experience
Other information
This position doesn’t require a functional clearance
Available Position 2 : Tele-Fundraising and Call Center Supervisor
Hardship Level (not applicable for home-based)
A (least hardship)
Family Type (not applicable for home-based)
Family
Terms of Reference
1. General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)
UNHCR is the UN Refugee Agency and takes the lead in providing international protection for more than 103 million refugees and displaced people worldwide.
Private Sector Partnerships Service (PSP) is a fast growing global division with offices across the world. UNHCR has developed a private sector engagement strategy to achieve, by 2025, the long-term goal of maximizing sustainable and flexible contributions from the private sector to raise $1 billion annually.
In Thailand, PSP has been achieving outstanding results since its establishment in May 2008. Through its diversified fundraising channels; face to face, digital and multi-channel fundraising programmes. As the number of existing donors reached 35,000 donors, it is necessary to enhance donor development program to ensure excellent donor service as well as boost performance of donor development activities through a dedicated contact centre. The in-house contact centre will expedite the growth of fundraising activities through a collective team handling donor development calls with the sales driven working environment.
In order to continue the successful growth, PSP Thailand is now looking for a highly motivated and results driven Tele- Fundraising and Call Centre Supervisor, with a career background in contact centre, call centre management, telesales or related business development to supervise in-house tele-fundraising contact centre.
2. 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
3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
The contractor’s performance will be monitored by contact centre team performance and assigned tasks delivery.
Tele- Fundraising and Call Centre Supervisor Payment Instruction
The total remuneration package for the position of Tele- Fundraising and Call Centre Supervisor comprises of the following components:
1. Fixed salary
-The contractor will receive fixed salary of 40,000 Baht with requirement to supervise the team to complete assigned tasks of Upgrade, Conversion, Reactivation, Payment recapture, Loyalty call, Welcome call and Special appeal (Special campaign) every month.
Conditions:
-If the contractor underperforms three months consecutively and/or three times within a year, the contract will be terminated.
-If UNHCR determines, in its sole discretion, that improper performance created by the Contractor, UNHCR has its rights terminate the Contract.
-The contractor is required to supervise outbound call operations to reach the agreed contact rate and KPIs
2. Incentive system
-The incentive is calculated on monthly basis, from the first day to the last day of each month based on the data obtained in CRM system. The incentive will be paid in the following month.
-The contractor will receive an additional 10% from total team incentive on top of fixed salary. The team incentive is calculated by success tasks performed by all tele-fundraisers in the team as indicated in the following detail:
i) Reactivation and Conversion: 150% of total donation amount. The incentive for one-off donation is 1% of total donation amount.
iii) Upgrade: 100% of total monthly uplift amount. The incentive for one-off donation is 1% of total donation amount.
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.
4. 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.
b. 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.
c. 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
Additional Qualifications
Skills
Education
Certifications
Work Experience
Other information
position doesn’t require a functional clearance