PSP Associate (Donor Development and Retention), UNOPS LICA6, Beijing At UN High Commissioner for Refugees

1. General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)

The Office of the United Nations High Commissioner for Refugees (UNHCR) was established on December 14, 1950 by the United Nations General Assembly. The UN Refugee Agency is mandated to lead and co-ordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another State, with the option to return home voluntarily, integrate locally or to resettle in a third country.

UNHCR has helped millions of people to restart their lives. They include asylum seekers, refugees, returnees, stateless people and internally displaced persons. Its interventions in the areas of protection, shelter, health and education have been crucial, healing broken pasts and building brighter futures.
The UNHCR Office in China was established in 1979. Although China has been party to the 1951 Convention and 1967 Protocol since 1982, it has no law comprehensively governing asylum. In the absence of national refugee legislation, UNHCR continues to register asylum seekers, conducts individual refugee status determination under its mandate, seeks durable solutions for refugees, and provides direct assistance to the refugee population in mainland China.

The Standing Committee of China’s National People’s Congress adopted an Exit-Entry Administration Law on 30 June 2012, which came into force on 1 July 2013. This domestic law includes a provision (Article 46) regarding the treatment of refugees, which foresees, interalia, the possibility for persons of concerns to legally reside in China on the basis of a temporary identification to be issued by the authorities. UNHCR has been advocating for implementing regulations concerning Article 46 as well as working on building the capacity of the Government of China to implement its obligations under the 1951 Geneva Convention relating to the Status of Refugees and its 1967 Protocol.

UNHCR will continue to work with all stakeholders in China to ensure persons of concern receive adequate protection and assistance as well as to seek durable solutions for refugees.

The Private Sector Partnerships Service (PSP) sits within UNHCR’s Division of External Relations (DER) and is responsible for mobilizing resources and other forms of support from the private sector. In 2019, UNHCR China Office set up a new Private Sector Partnerships team to mobilize resources from the Chinese private sector to support our work globally. One of the key aspects in PSP’s work is to expand UNHCR’s engagement with the general public including UNHCR’s existing and potential supporters.

UNHCR China is now recruiting an experienced fundraising professional to develop Individual Giving programme by optimizing life-time value of donors, enhanced donor experience with data-driven approach and carry out the day-to-day coordination of donor care initiatives. Reporting to the Senior PSP Associate (Digital), this position will focus on developing relevant, engaging and data-driven approach to increase loyalty and life-time value of Individual Giving donors. The role provides functional guidance to the Senior PSP Assistant (Donor Care).

This position is a UNOPS position with a contract which is renewable each calendar year.

2. Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)

This position is responsible for overseeing all aspects of donor development within the individual giving program of UNHCR China. This includes the strategic planning and implementation of the donor journey, donor development and retention programmes, donor communications across various channels, and fostering collaborations with internal teams and external partners to enhance donor experience.

Donor Development and Retention
– Develop and implement a comprehensive donor journey strategy that encompasses the entire donor lifecycle to maximize donors’ life time value
– Create annual plans for donor development and retention programs (i.e. forecasts of costs and expenses, income projections, donor figures, etc.), in line with the UNHCR Donor Development Strategy to strengthen individual giving fundraising programmes.
– 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 offline events.
– Implement the donor communications plan and fundraising activities for one-time donors to convert to monthly or secure repeated one-time gifts.
– Improve contributions from regular committed individual donors, optimizing opportunities through data segmentation, supporter journey enhancement, new fundraising products, and optimization of current programs.
– Implement the operations of the following campaigns, upgrade, conversion, acquisition, welcome, recapturing, loyalty, Thank you, One-off calls, Marketing Research, Upgrade middle-value/one-off donors and others.
– Generate insightsinto donor behavior, interactions, and gifts history from available database and online monitoring dashboard, using these insights to evolve communications with target audience to engage, convert and upgrade, including for the development of the middle value donor program.
– Supported by the Senior PSP Assistant (Donor Care) and agencies, manage the database, ensure accuracy of data entry, perform lifetime value analysis and identify, recommend and implement key actions to reduce attrition rates.
– 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.
– Perform other duties, as required.

Donor Communications
– Develop, manage, and improve donor service 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.).
– Oversee the handling of donor’s requests and manage complains in a professional manner.
– Develop and execute multi-channel donor communication plans, through emails, SMS, calls, direct mail, and social media, in order to keep donors and other contacts updated of UNHCR’s progress of work, donation in action, refugee situation and other relevant information.
– Implement personalized communication strategies for different donor segments.
– Work closely with other teams in PSP IG team, create compelling narratives and content that resonate with donors, conveying the impact of their contributions. Ensure donor communications align with UNHCR branding guidelines and ethical communication standards.
– Perform other duties, as required.

Telemarketing programme
– Lead the planning and execution of tele-marketing programs aimed at donor acquisition, retention, reactivation, upgrading and special appeal.
– Manage telemarketing programme with the support of Senior PSP Assistant and external vendors, ensure that effective TM selection criteria are made, schedule for export and import of TM files, and prioritize and request data statistics needed for proper evaluation and optimization of TM programs,
– Collaborate with the vendor/partner to develop scripts, training materials, and performance metrics,
– Develop and implement emergency plans for telemarketing.
– Support adaptation of contents as well as implementation of tests aimed to improve response.
– Monitor and analyze the effectiveness of tele-marketing initiatives, making data-driven recommendations for improvement.
– 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)
–
– Supervision by Senior PSP Associate (Digital)
– Timely coordination of donor retention and donor development projects which result in all communications reaching donors on time and as defined in the annual plan.
– Ensures that donor retention and donor development income is delivered as per the annual plan.
– All defined key performance indicators for the donor development and retention programs, measured and reported accurately to PSP China.
– Reports including project reports, IG quarterly and year-end reports are produced on time.
– Mid-year and year-end evaluations.
– Weekly work brief report to supervisor

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)

– High school/secondary diploma or completion of Tertiary Education with training in marketing, business, customer relations management, data analytics, communication, or a related field

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 three (3) years of relevant experience with high school diploma, two (2) years with Undergraduate / Bachelor’s degree, or Graduate / Master’s degree as a marketing/customer service/fundraising specialist.
– Work experience preferably in private sector fundraising to individuals or direct marketing in a business to consumer environment
– Work experience with United Nations is an asset

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 development and retention.
– Strong copywriting, editing and copy evaluation skills
– Experience in the day-to-day coordination of multiple projects.
– Ability to conduct research and identify relevant content for the development of engaging donor/customer communications.
– Statistical and mathematical competencies.
– Strong communication and interpersonal skills.
– Able to work independently and under pressure.
– Proficiency in written and spoken Chinese and English.
– Customer service oriented.
– Attention to details, high accuracy and result oriented.
– Ability to collaborate with others, with a flexible and positive attitude.
– Ability to work flexible hours including some evenings and weekends during emergency.
– Availability to travel both domestically and occasionally overseas is a requirement of the position.
Desirable:
– Experience working with social media, telemarketing and email marketing fundraising channels.
– Knowledge of customer segmentation and analysis approaches, customer relationship management
– Experience in training fundraising or sales representatives in telemarketing agencies
– Experience of managing or operating database/CRM system
– Experience in vendor management

Standard Job Description

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Other information

This position doesn’t require a functional clearance

Home-Based

No