Senior Digital Strategy and Planning Officer, P4, Copenhagen At UN High Commissioner for Refugees

Organizational Setting and Work Relationships

The Digital Engagement team advises on, creates and delivers digital strategies and solutions for engaging with UNHCR¿s primary audiences, including the public, partners, governments, refugees and staff. In addition, to drive digital transformation and excellence across the organization, the team provides training and capacity building across the full range of digital communication and marketing skillsets. The Senior Digital Strategy and Planning Officer plays a crucial role supporting the development of digital strategies across Divisions and Bureaux to effectively deliver against their communication and engagement objectives with their target audiences. The role works closely with colleagues across DER and other Divisions including those working in resource mobilisation and communications. This is a Standard position in the Digital Engagement Section, that requires in-depth experience of digital channels. This is across all digital disciplines including but not limited to digital strategy development, digital marketing methodology, engagement with digital partners and digital communications.

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

– Support the Chief of Section Digital Engagement with the development and implementation of the digital strategy.

– Arrange and run consultations, capacity building events and communication sessions with local, regional and HQ staff

– Facilitate measurement and progress towards the digital transformation goals.

– Develop and monitor digital engagement targets and performance. Review digital performance and provide feedback in relation to the digital transformation strategy.

– Support Divisions and Bureaus with initiatives that further their digital transformation

– Support with developing training, guidance and best practice across relevant digital disciplines

– Ensure national and regional staff have effective digital training and capacity building program in place.

– Ensure digital experiences are designed and developed with full consideration of end user needs, and that any audience research and testing take into account the diversity of our end users.

– Ensure all experiences are viewed through the lens of disability inclusion to ensure a high level of access and usability for those with disabilities.

– Lead on digital partnership initiatives as they relate to UNHCR¿s global digital engagement goals.

– Perform other related duties as required.

Additional Duties for roles with Audience Engagement

– Ensure that digital engagement strategies are developed and implemented effectively for priority audiences including persons of concern, supporters, governments and partners.

– Advise Divisions and Bureaus on the development of digital engagement campaigns from platform creation through to end impact analysis.

– Work across DER to deliver digital first campaigns for the new cross cutting supporter engagement strategies and engaging site experience strategies.

– Develop inclusive engagement approaches and solutions for persons of concern ensuring they are consulted and included in solution development.

– Carry out audience analysis including audience research, persona development, interviews, focus groups, etc.in order to ensure a user-led digital experience

– Put in place User Experience testing to ensure digital platforms / experiences achieve the established goals

– Ensure a consistent and impactful user journey is in place from promotion to conversion.

– Ensure global web content is of high quality, optimised for search and meets best practice standards.

– Manage the following specialists: Web publisher, Communicating with Communities Officer, Site Content strategist and Digital Campaign Manager.

– Have oversight over our global web publishing, national site management and capacity building, and maintaining a high quality audience experience across digital properties and channels.

Additional Duties for Regional Roles (New York only in bold)

– Support offices with digital strategy, planning and delivery and how best to use digital channels to support their communications goals.

– Manage and oversee the workflow of the Regional digital engagement support team. Ensure these colleagues help local offices and teams to identify how best to utilise channels, tools, and resources to meet their digital engagement goals.

– Work with regional support colleagues to monitor and optimise offices¿ digital programs, including attending digital reviews and planning meeting where needed.

– Supervise Regional Digital Managers affiliate workforce in line with UNHCR staff performance guidelines and policy.

– Cultivate relationships with digital teams within other UN agencies, and work towards fostering joint knowledge sharing and partnership.

– Act as a focal point/liaison for HQ on UNHCR/UN partnerships as related to digital engagement. Identify key opportunities for UNHCR digital engagement within UNGA and other key UN events.

Minimum Qualifications

Education & Professional Work Experience Years of Experience / Degree Level For P4 – 9 years relevant experience with Undergraduate degree; or 8 years relevant experience with Graduate degree; or 7 years relevant experience with Doctorate degree Field(s) of Education *Communications, Marketing, Digital Media (Field(s) of Education marked with an asterisk* are essential) Certificates and/or Licenses Not specified

Relevant Job Experience Essential

– 9 years¿ experience within Digital marketing and communications.

– 5+ years providing global support and oversight experience preferably in a UN organization, with proven exposure to supporting offices with developing their digital strategy.

– Proven experience with developing a global digital strategy within a UN or International organization context.

Experience developing a framework for measuring and implementing digital strategy in a UN or International organization context.

– High level end user understanding of digital engagement principles such as effective relationship management, digital analytics, marketing automation and ad serving platforms.

– Proven experience in managing a geographically distributed team.

– Proven experience in building digital capacity in regions including specific experience supporting offices in the Americas, Europe and Africa.

– Experience working in or with digital marketing and communications agencies working on global campaigns and clients

Desirable

– Strong understanding of digital transformation and ability to identify how digital is shifting organizational strategies.

– Strong stakeholder management and meeting facilitation skills – Demonstrated ability to work independently and to motivate others.

– Excellent vendor communications/relations skills.

Functional Skills

*PS-Marketing *PS-Private sector fundraising and partnerships *PS-Private sector partnerships and fundraising techniques *TR-Training – Virtual and face to face MG-Client Relationship Management PS-Fundraising (incl. operations, programmes) (Functional Skills marked with an asterisk* are essential) Language Requirements For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English. For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language. For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power. As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Desired Candidate Profile

The Supporter Engagement Section maximizes UNHCR’s supporter engagement, and is a key measure of success to increase UNHCR’s income from Individual Giving fundraising.The Supporter Engagement Section exists to enable PSP Country Operations and National Associations to succeed in achieving sustainable income growth from individuals. Without funds UNHCR cannot do its work. Without supporters we do not have a voice and a community to quickly reach out to when an emergency breaks. The more supporters we have, the more impact we will have for those we work for and with. The incumbent will be part of the Supporter Engagement Management team, and will play a key role in integrating digital to support overall Individual Giving growth through acquisition, donor development and donor experience.

In addition, to drive digital transformation and excellence across the organization, the team provides training and capacity building across the full range of digital communication and marketing skillsets.

The Senior Digital Strategy and Planning Officer will lead the Digital Marketing and Regional Engagement Unit under the Supporter Engagement Section that provides support to the PSP network and regions, as well as relevant non-PSP teams with strengthening their external supporter engagement and internal operations through digital strategies, platforms and techniques. Working closely with the regional teams, the team delivers centralised digital marketing and digital strategy expertise, shared technical infrastructure and platforms in support of PSP markets, HQ units, and across DER, and wider UNHCR functions to support digital engagement for fundraising and non-fundraising activities.

Duties
– Contribute to the development of fundraising strategies and products for diverse fundraising activities that serve to recruit and retain loyal individual donors, moving them through a donor journey that builds a lasting connection with UNHCR in order to maximize lifetime value and return on investment.
– Identify and develop new opportunities for Individual Giving, in both donor acquisition and donor development.
– Support in Increasing both monthly and one-time donations from individuals using various digital channels
– Increase donor understanding through research and analysis creating segmentation strategies for “one too many” marketing activities.
– Manage relations with partners, media, contractors and suppliers for PSP programmes and supervise the Digital Marketing and Regional Engagement team in their contact with external partners.
– Support in develop and monitor all key performance indicators and analysis to support and inform the Individual Giving strategy and its implementation.
– Prepare submissions to the National Growth Fund related to the Individual Giving programme to secure funding to increase the donor base of private sector.
– Supervise and monitor PSP expenditure/budget and income recording and reporting for the Individual Giving programme.
– Recommend and overseeany new market entry and analyse the competitive environment (Key Performance Indicators) to monitor PSP performance and make recommendations to management.
– Facilitate the engagement of Senior UNHCR staff members in the Bureau, Representative Office, National Partners and relevant entities in HQ to support PSP activities and donors.
– Develop and support actions aimed at strengthening the relationship between PSP and other UNHCR divisions.

Functional Clearance

This position doesn’t require a functional clearance

Required languages (expected Overall ability is at least B2 level)

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Desired languages

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Additional Qualifications

Skills

MG-Client Relationship Management, PS-Fundraising (incl. operations, programmes), PS-Marketing, PS-Private sector fundraising and partnerships, PS-Private sector partnerships and fundraising techniques, TR-Training – Virtual and face to face

Education

Certifications

Work Experience

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