Job no: 561353
Contract type: Fixed Term Appointment
Duty Station: Santiago
Categories: Communication, Fund Raising
UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.
Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.
And we never give up.
For every child, a childhood
The Donor Journey Assistant, at the GS/5 level in the PFP area, at Chile Country Office, reports to the Retention Officer NOA and works for the Optimization team. Will provide support to continue to increase the income from individual pledge donors through the implementation of the Donor Journey looking for optimization and donor value maximization.
Under the supervision of the Retention Officer NOA, the incumbent will coordinate the implementation of the Donor Journey and will oversee the communication with the donors through the line and the circle on the telemarketing channel.
The post is responsible for the development and effective implementation of donor care strategies, carrying out the monitoring of contacts with the donors to ensure compliance with KPIs, retention, average donation, effectiveness, payment rate, attrition rate, and contact rate.
How can you make a difference?
Summary of key functions/accountabilities:
1. Contribute to ensuring the compliance of the short line and circle activities, working closely with the database assistant, digital assistant, marketing services officer and suppliers.
2. Monitoring and evaluating inbound and outbound communications with donors; assisting in preparing evaluation reports and analyzing the results achieved, contributing to an action plan to improve the KPIs results.
3. Support in providing training, guidance, and supervision of the donor care team and maximization agencies: supervisor (if applicable), fundraising, donor servicing and administrative support.
4. Assist in the Implementation of different tests and pilots and their monitoring processes and updates the communications with the donors according to those tests.
5. Contribute to ensuring the good use of the brand, the truthfulness and the quality of the management carried out by each of the agencies.
6. Assist in the development of a monitoring plan for each activity as inbound calls, outbound campaigns, and communications delivery.
The work of this position assures the focus on the most important part of the Fundraising work: the donors, a resource dedicated to the development and accompaniment of the donor care team and implementation of the servicing strategy will guarantee the fulfillment of the KPIs, knowing that global strategy seeks to stabilize the retention rates and donor satisfaction that generates the most significant individual income to the PFP and UNICEF worldwide.
The challenge of this position will be to balance the quality of service with the growing quantity of donors.
It has also been demonstrated that this type of strategy can increase the donor’s satisfaction and permit to sensitize the donors and their environment about the situation of the most vulnerable children and adolescents by this reason this post must assure the correct use of the brand and the veracity in the information that transmits the donor care team.
To qualify as an advocate for every child you will have…
- Completion of Secondary education. Technical course levels in marketing, communication, industrial engineering or any other discipline relevant to the job is an asset but is not a requirement.
- A minimum of five years of work experience in customer service/sales, supervising customer service teams, supplier management, or any other relevant function. Previous experience in NGO is an asset.
- Developing country work experience and/or familiarity with emergencies is considered an asset.
- Fluency in Spanish. Knowledge of written and spoken English would be desirable.
- An academic degree higher than the required degree may be considered to compensate two (2) years of experience in case the candidate lacks the required experience.
For every Child, you demonstrate…
UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values
UNICEF competencies required for this post are…
(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others.
During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.
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.
We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.
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 is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. 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.
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UNICEF’s active commitment towards diversity and inclusion is critical to delivering the best results for children. For this position, eligible and suitable diversity profiles are encouraged to apply.
UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.
Only shortlisted candidates will be contacted and advance to the next stage of the selection process.
Advertised: 21 Apr 2023 Pacific SA Standard Time
Deadline: 07 May 2023 Pacific SA Standard Time
To apply for this job please visit jobs.unicef.org.