ThaiNGO

UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES (UNHCR)

INTERNAL / EXTERNAL VACANCY ANNOUNCEMENT

Vacancy Notice No. 04/2021

1. Operational Context

Area of expertise:   Face-to-Face Fundraising

Nature of the Position:

Direct dialogue fundraising, or face to face fundraising, is at the heart of PSP growth strategy, currently accounting for over 60% of new donors recruited globally each year. It is through the efforts of the fundraisers working in this direct sales environment that we not only raise vital funds for refugees but also build the UNHCR brand.

In Thailand, PSP has been achieving outstanding results since its establishment in May 2008. Through in-house and outsourced face to face fundraising programmes, PSP generates the largest portion of funds that go directly to support refugees in Thailand.

UNHCR is now looking for a highly motivated and driven fundraiser, with a background in either F2F fundraising, direct sales, private sector fundraising or marketing to oversee, develop and grow this vital income stream for the organisation. He/She will report to Assistant PSP Officer (IG). The staff will work to deliver about 10,000 F2F recurring donors and acquisition income targets of 30-45 million Baht per year within the budgets given. He/She also has responsibility for the supervision of 5-40 UNOPS staff within the in-house face to face fundraising teams and the coordination of any vendors related to the agency face to face fundraising operation. 

Additional Duties

General

• Contribute to the creation of annual plans for F2F In House and Outsourced acquisition programmes (i.e. forecasts of costs and expenses, income projections, donor figures, etc.).
• With close collaboration with supervisor contribute to the development of detailed annual plan for the IG and F2F programmes.
• Ensure key performance indicators are achieved for the F2F fundraising programmes and that reporting of results are delivered to the PSP Team and Senior Management in a timely manner.

Donor Acquisition

• Implement fundraising activities to acquire F2F committed giving donors.
• Ensure that F2F donor acquisition income targets are achieved in a cost-effective manner.
• Manage relations with partners, contractors, and suppliers to implement F2F programmes.
• Develop skills in the F2F teams to enable and motivate team members to operate to their full potential.
• Develop effective F2F fundraising campaign contents and materials that will be used across all F2F programmes as well as implementation of tests aimed to improve response.
• Contribute to quality control and training systems for F2F Agencies.
• Regularly visit the Fundraisers at the campaign sites to monitor performance, deliver training and provide motivation.
• Provide regular analytical reports covering the acquisition and response rates by payment type, location, age, gender, and other important criteria to the Team.
• Supervise in managing, organizing, and delivering the equipment and supplies necessary for the F2F operations.
• Liaise closely with the outsourced vendors operating F2F fundraising programmes for UNHCR and other related partners and provide location management as needs arise.
• Assist in the development and management of various external partnerships including shopping malls and event organizers to secure long-term location space for F2F fundraising.
• Closely cooperate with the donor care unit to enhance donor quality and retention. 
• Supervise UNOPS staff in charge of the in-house programme, locations, and administrative work.
• Investigate opportunities for F2F donor acquisition.
• Contribute to develop and enhance market knowledge and analyse the competitive environment to monitor F2F performance and make recommendation to management.
• Support in preparation of submissions to the National Growth Fund related to IG programmes to secure funding to increase the and diversify donor base.

Authority

• Monitor the performance of 5-40 UNOPS staff coordinating the in-house programme under the guidance of the Assistant PSP Officer (IG).
• Monitor the performance of F2F Fundraisers of both the in-house and agency programmes.
• Liaise on PSP matters with outsourced vendors and other related partners on behalf of UNHCR.

2. 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 (POC).

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

• Contribute to the creation of annual plans for acquisition and donor development programs (i.e. forecasts of costs and expenses, income projections, donor figures, etc.).
• With close collaboration with supervisor contribute to the development of detailed annual plan for the IG programs.
•  Implement the donor development communications plan and fundraising activities for one-time donors to convert to monthly or secure a second one-time gift.
• Develop, manage and improve donor servicing and communications to provide a best in class donor care with best practice standards (welcome, information, thank you letters, donor monthly newsletter, in-bound and out-bound donor emails and calls, complaints, etc.).
• Work with marketing agencies to develop contact strategies and donor journeys for different segments of the database using a variety of channels including telemarketing, digital and mail.
• Contribute in the implementation of the operations of the following campaigns, upgrade, conversion, acquisition, welcome, recapturing, loyalty, Thank you, One-off calls, Marketing Research, Upgrade middle donors, middle donors one-off and others.
• Support in preparation of submissions to the National Growth Fund related to IG programs to secure funding to increase the and diversify donor base.
• Develop skills in the IG team to enable and motivate team members to operate to their full potential.
• In consultation with CRM Manager, ensure that effective TN selection criteria are made, schedule for export and import of TM files, and prioritise and request data statistics needed for proper evaluation and optimisation of TM programs.
• Manage the database within the Area of Responsibility (AoR), ensure accuracy of data entry, perform Lifetime Value analysis and identify, recommend and implement key actions to reduce attrition rates.

Donor Acquisition

• Work in close collaboration with PSP teams to develop cross channel fundraising campaigns including digital, F2F, Telemarketing, DRTV, direct mail etc.
• Support the coordination of Face-to-Face outsourced as well as in house activities.
• Contribute to the development of the fundraising strategies and products for diverse individual fundraising activities that serve to recruit and retain loyal individual donors.
• Support in the development and implementation of emergency plans for telemarketing and Face-to-Face.
• Cooperate closely with digital team to secure optimal timing and approach for conversion of supporters’ lists into donors.
• Oversee the handling of donor’s requests and managing complains in a professional manner.
• Investigate opportunities for lead generation and acquisition.
• Support adaptation of contents as well as implementation of tests aimed to improve response.
• Manage relations with partners, contractors and suppliers to implement FR programs
• Contribute to develop and enhance market knowledge and analyse the competitive environment to monitor PSP performance and make recommendation to management.
• Develop and implement a welcome program for newly recruited monthly donors and one-time donors.
• Contribute to quality control and training systems for F2F Agencies.
• Assist in ensuring that donor acquisition income targets are achieved in a cost-effective manner.
• Draft scripts for different telemarketing campaigns.
• Contribute to the development of emergency plans for different fundraising activities.

Donor Retention and Development

• Execute donor journeys according to planned schedule, conducting testing among journeys, implement donor engagement activities.
• Support in the implementation of programme improvement as defined in the UNHCR Donor Development Strategy to strengthen individual giving fundraising programs.
• Assist in the implementation of donor development communications plans and fundraising activities, such as newsletter and special appeals, through a variety of media including direct mail, telemarketing, email and mobile.
• Target/segment based on donor insights, behaviour, interactions and gifts history.
• Oversee the handling of donor’s requests and manage complains in a professional manner.
• Keep up-to-date with giving techniques and strategies to increase or maintain donations from multiple donors.
• Support the development and implementation of donor retention communication materials and activities for existing donors and for emergency appeals.
• Execute monthly operations of recapturing by emails/mails, thank-you to donors.
• Improve income of regular committed individual donors, optimising opportunities through data segmentation, supporter journey enhancement, new fundraising products, and optimization of current programmes.
• Advise on donor care actions and improvement to be implemented.
• Develop, monitor and review retention program performance. Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans.
• Support all in-house and outsourced donor care representatives are provided with all information, including Q&A documents, necessary to handle any in-bound donor communications resulting from the donor development activities
• Foster a donor centric culture and communication.
• Perform other duties, as required.

3. Minimum Qualifications

Education & Professional Work Experience

Years of Experience / Degree Level

- 3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher

Certificates and/or Licenses (desirable)

Public Administration, Business Administration, Economics or other relevant field.

Relevant Job Experience

Essential

Minimum 3 years’ experience in private sector fundraising, sales, client/donor communication, marketing or journalism. Proven experience working in donor retention/ development programmes. Experience in coordination and supervision of fundraising campaigns in profit or non-profit industry. Experience in fundraising related databases and software. Experience in data analysis and segmentation.

Desirable

Experience with the non-profit sector. Experience in supervising database migration and setting up a Contact Relationship Management (CRM) system. Experience in project management. Experience in managing agencies/vendors/clients.

Functional Skills

FR-PSFR Direct Marketing and Direct Response Fundraising

FR-Experience in Private Sector Fundraising

FR-Fundraising-face to face, digital, emergency, DRTV, etc.

FR-e-Fundraising

FR-Online communications, web-based marketing and fundraising contents

FR-Fundraising approach skills (Face2Face/Sales Prog Outsourced-Sales workforce/Door2Door)

CO-Cross-cultural communication

SO-Negotiation skills

MS-Analysis

MS-Drafting, Documentation, Data Presentation

Language Requirements

Fluency in English and Thai

Competency Requirements

Core Competencies

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies

Judgement and Decision Making

Managing Resources

Cross-Functional Competencies

Planning and Organizing

Political Awareness

Analytical Thinking

Eligibility:

Internal staff members should consult the Recruitment and Assignment of Locally Recruited Staff (RALS), UNHCR/AI/2020/1/Rev.1. If you have any question regarding the eligibility, you may also contact the HR unit.

Remuneration:

A competitive compensation and benefits package is offered. For information on UN salaries, allowances and benefits, please visit the portal of the International Civil Service Commission at: http://icsc.un.org

Submission of Applications:

If you wish to be considered for this vacancy, please submit your letter of motivation, updated factsheet (for internals), signed Personal History Form (for externals) by e-mail clearly stating the position title, vacancy notice number and your Last Name in the subject line to THABAHR@unhcr.org by the closing date.

The Personal History Form and its supplementary sheet can be downloaded from: https://www.unhcr.or.th/sites/default/files/u11/P11_UNHCR.docm and

https://www.unhcr.or.th/sites/default/files/u11/P11SUP_UNHCR.docm

No late applications will be accepted. Only shortlisted candidates will be contacted. Shortlisted candidates may be required to sit for a written test and/or oral interview. UNHCR does not charge a fee at any stage of the recruitment process (application, interview, processing or any other fees).

UNHCR strongly encourages qualified female applicants for this position. UNHCR seeks to ensure that male and female employees are given equal career opportunities. UNHCR is committed to achieving workforce diversity in terms of gender, nationality and culture. All applications will be treated with the strictest confidentiality.

Refugees – who cares? We Do