Donor Care Associate

Hardship Level (not applicable for home-based)U (unclassified)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate TypeUNOPS LICA6

Target Start Date2023-07-17

Job Posting End DateJune 28, 2023

Terms of Reference1. General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)
UNHCR, the UN Refugee Agency, is the world’s leading organization in helping and protecting millions of people forced to flee their homes because of violence, conflict, and persecution. The organization delivers life-saving assistance, including shelter, food and water while also safeguarding fundamental human rights, safety, and dignity.
Since 2007, the Private Sector Partnership Services (PSP) unit of UNHCR has been running successful fundraising programmes in several Asian markets. Hong Kong (HK) was the first PSP office in Asia and operates in a highly competitive market. Despite the competition, the office has experienced year on year growth and operates a diverse new donor recruitment programme that covers face to face, digital and direct response television fundraising activity. Due to the size of the database and the diversity of the audiences recruited, the office also operates complex donor retention and donor development strategies.
UNHCR Hong Kong is now recruiting an experienced Donor Care Associate 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 and supervised by the Assistant PSP IG Officer (Donor Care), this position will focus on developing relevant, engaging and data-driven approach to increase loyalty and life-time value of Individual Giving donors.
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)
Under the supervision of the Assistant PSP IG Officer (Donor Care), the incumbent's responsibilities will include:
General
- Contribute to the creation of annual plans for acquisition and donor development programmes (i.e. forecasts of costs and expenses, income projections, donor figures, etc.).
Terms of Reference
- With close collaboration with supervisor contribute to the development of detailed annual plan for the IG programmes.
- 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 programmes 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 programmes.
- 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, Telemarketing, direct mail etc.
- Support the coordination of telemarketing 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.
- 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.
- Support adaptation of contents as well as implementation of tests aimed to improve response.
- Manage relations with partners, contractors and suppliers to implement FR programmes
- 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 telemarketing Agencies.
- 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 programmes.
- 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. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
• Supervision by Assistant PSP IG Officer (Donor Care)
• 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
• Alongside the Assistant PSP IG Office (Donor Care), ensures that donor retention and donor development income is delivered as per the annual plan
• All defined key performance indicators for the donor retention and development programmes, measured and reported accurately to supervisor and other senior staff
• 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, communications, journalism, social science 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.
• Minimum three (3) years of proven experience in private sector fundraising to individuals or direct marketing in a business to consumer environment
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 retention and development
• Strong copywriting, editing and copy evaluation skills to help draft donor retention communications
• 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
• Strong communication and interpersonal skills
• Able to work independently and under pressure
• Proficiency in written and spoken Chinese (Cantonese and Putonghua) and English
• Customer service oriented
• Attention to details, high accuracy and result oriented
• Ability to collaborate with others, with a flexible and positive attitude
• Statistical and mathematical competencies
• Ability to work flexible hours including some evenings and weekends
• Availability to travel both domestically and occasionally overseas is a requirement of the position
Desirable:
• Experience working with direct mail, telemarketing and email marketing fundraising channels
• Knowledge of customer segmentation and analysis approaches
• Experience in training fundraising or sales representatives in telemarketing agencies
• Experience of coordinating the day-to-day work of suppliers

Standard Job Description

Required Languages Cantonese

,Chinese

,English

Desired Languages

,

,

Additional Qualifications

Skills

EducationBachelor of Arts (BA), High School (Required)

Certifications

Work Experience

Other informationThis position doesn't require a functional clearance