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, hope.
The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does - in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children's rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism. To the degree that any child has an unequal chance in life - in its social, political, economic, civic and cultural dimensions - her or his rights are violated. There is growing evidence that investing in the health, education and protection of a society's most disadvantaged citizens - addressing inequity - not only will give all children the opportunity to fulfil their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.
The consultant (Individual Giving Telemarketing Specialist) role is in the Individual Giving Team. The consultant will report to the Regional Individual Giving Specialist and should be available to support both the Country Offices (COs) and National Committees (NCs) in the Asia and Pacific region.
It is an exciting time to work in the region as income from private sector fundraising is growing fast. Offices have identified significant opportunities for continued growth and unlocking the potential of telephone and mobile channels is central to this.
Markets in the region receive a considerable amount of direct investments and there is a need to ensure the success of these investment programs through technical support, ensuring best practice and filling resource gaps.
In addition, as telephone and mobile fundraising grows, the number of touchpoints with potential donors using these channels also grows. We need to be able to monitor these touchpoints and ensure the quality of each telephone call and mobile interaction.
The contracting unit anticipates a total of approximately 150 working days on this project with the majority of this time spent in the first half of 2020.
How can you make a difference?
UNICEF seeks an experienced consultant to provide technical fundraising expertise, and guidance on managing telephone and mobile recruited donors in order to enhance their experience with UNICEF and maximize their donations through efficient fundraising processes.
This Specialist must contribute expertise and add value to the many telemarketing campaigns from donor acquisition through cold outbound campaigns, conversion of warm leads to pledge donors, pathways to pledge/recurring giving and inbound calls as a response mechanism to offline media like direct response television or direct mail. In close collaboration with the Digital and Digital Delivery teams, the role will also provide guidance on the use of SMS, mobile payments and messaging. In addition, the role will support the delivery of donor servicing across all inbound channels driving excellent supporter experience. Lastly, the incumbent will provide advice for donor management, value maximization, quality control, donor saving and reactivation.
The consultant will work closely with the Global Fundraising Specialist for Telemarketing and Mobile in Geneva and fundraising teams in the region to develop their fundraising activity in this area.
Under the guidance of the Global Individual Giving Team, the incumbent will perform the following duties:Work closely with the Asia/Pacific fundraising teams to coach, develop, support and advise on their telemarketing and mobile activities and ensure the realization of plans and results. Work alongside local staff to provide training to both telemarketing agencies and in-house fundraising teams, provide support calls on telemarketing activities and answering ad-hoc queries on best in class implementation strategies Work with regional and national procurement teams to facilitate the engagement and development of new external telemarketing capacity across the region Work with the COs and NCs to develop telemarketing and mobile fundraising plans, and ensure campaigns are fully optimized Collect and regularly monitor telemarketing and mobile key performance indicators in the region in order to compare results, identify best in class performances and identify trends Support the development and execution of tests within the region to further drive optimization of fundraising activities. Support the Global Telemarketing and Mobile Specialist with development of suitable case studies and dissemination of best practice across the global network Coordinate regional trainings with the host and participating Country Offices Some market visits across the region may be required as agreed with the Regional Individual Giving Specialist Other duties as required
The incumbent will have a significant impact on UNICEF's private sector income and the diversification efforts of Country Offices in the Asia and Pacific Region. The overall success of private sector income generation is built upon the success of fundraising in individual markets, therefore this role directly contributes to the achievement of the overall private sector income goals for UNICEF.
The specific, measurable results for this consultancy will be:Execution of the EAPRO Country Office telemarketing work plans for 2020 across donor acquisition, retention and value maximization activities (50 days) Regular calls and documented action points with key contacts across the EAPRO Country Offices (30 days) Campaign analysis and evaluation of Country Office telemarketing activities (20 days) High quality support as required to each identified Country Office in the region (50 days)
ESTIMATED DURATION OF THE CONTRACT AND PROPOSAL:
A maximum of 150 working days within 11.5 months. Estimated starting date is 1 March 2020.
Regional Individual Giving Specialist, Bangkok.
The incumbent may be based at the Regional Support Centre Bangkok or remotely from an office with a time zone that allows contact with the UNICEF Asia Pacific offices during working hours. Travel to the Country Offices may be required for specific telemarketing support trips.
To qualify as an advocate for every child you will have…University degree in Marketing, Communications, Humanities, Fundraising, Business Administration, Social Sciences, International Relations or their equivalent. At least 5 years hands-on experience of telemarketing fundraising, including: Managing teams;Budgeting; Recruitment and selection of telemarketing fundraisers; Planning and delivery of telemarketing training; Planning and management of programs; Preparing materials & scripts;Analyzingand reporting on telemarketing results including long term attrition; Quality control and risk management. Knowledge of mobile fundraising, including P/SMS, platforms and other ways of engaging via mobile Knowledge of telemarketing and mobile trends across multiple markets. Experience of negotiating contracts and enforcing contractual terms with telemarketing agencies, preferably across diverse markets. Experience of both agency and in-house telemarketing campaigns would be an advantage. It would also be an advantage if the person has experience of Asia and Pacific fundraising markets and other forms of pledge fundraising.
For every Child, you demonstrate…
UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.
View our competency framework at http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf
Remarks: Please indicate your ability, availability and gross daily/monthly rate (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable). Applications submitted without a daily/monthly rate will not be considered. Also, please mention the earliest date you can start.
Taxation: UNICEF and the United Nations accept no liability for any taxes, duty or other contribution payable by the consultant and individual contractor on payments made under this contract. Neither UNICEF nor the United Nations will issue a statement of earnings to the consultant and individual contractor.
UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.
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 also adheres to strict child safeguarding principles. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.