UNICEF works in over 190 countries and territories to save childrenโs lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.
At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job โ it is a calling.
UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.
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For every child, a hero
UNICEF works in some of the worldโs toughest places, to reach the worldโs most disadvantaged children. To save their lives. To defend their rights. To help them fulfil their potential. The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does โ in programs, in advocacy and in operations.
UNICEF Jakarta is looking for Fundraising Specialist (Donor Experience) who is a part of the Private Sector Fundraising Section and plays a critical role in supporting individual giving growth strategies and operations. This position is based in Indonesia country office and reports to the Chief of Private Sector Fundraising and Partnerships. The Fundraising Specialist will provide strategic guidance to the design and implementation of key organizational programmes in donor retention and business intelligence in order to deliver great experience for our supporters.ย
Under the overall direction of the Chief PSFR (P5), the incumbent will be responsible for providing leadership and strategic direction in the areas of donor experience as follows:
- donor retention (donor care, value maximization)
- business intelligence
- strengthening operational systems and tools that will enhance UNICEFโs strategic private-sector individual fundraising.
While every fundraiser is responsible for the experience of our supporters, the incumbent will provide the vision for what the positive experience should feel and look like for our donors and tools and the support that teams need to deliver it. The post holder will also provide coaching, training, staff skills, and capacity development. This is a Temporary Appointment position for 364 days (1 year).
How can you make a difference?
This post will contribute to meeting the organizationโs goals as it will:
1. Make recommendation and decisions on donor retention and business intelligence strategies, planning, implementation and evaluation.
2. Maintain or set-up new processes to facilitate efficient operation in payment processing, thorough data analysis, risk identification and fast resolution of donor related challenges.
3. Identify and share supporter insights based on donor behaviour and data with individual fund-raising colleagues to shape donor retention projects and design donor journeys together.
4. Motivate and support the team working on this portfolio and coordinate with both internal stakeholders and external partners.
Key accountabilities, duties and tasks:
1. Lead the donor experience hub, consisting of donation processing, donor care and business intelligence teams, who support primarily the individual giving team and occasionally a wider PFP department.
2. Provide strategic direction, coordination, development and implementation of retention and business intelligence activities within the country office in order to optimize fundraising and revenue potential and meet income targets. A key focus will be onoptimizing and developing pledge retention and life time value (LTV), minimizing attrition and ensuring excellent donor care (customer support). Compile and analyze relevant data from the individual donors performance to share with the IFR team to use in the strategic planning.
3. Help develop an annual work plan and budget for retention related campaigns: donor care (donor saving) and value max (upgrade) activities. Monitor and facilitate the implementation of fundraising strategies, work-plans and donor reporting and analysis to achieve targets, focusing on developing the loyalty of individual donors as well as ensuring the increase of their time life value.
4. Develop and oversee internal and external suppliers and partners (agencies, suppliersโ banks etc.) to ensure that processes are streamlined, effective and assisting the overall aim to grow income and to promote excellence in briefings and campaigns to the satisfaction of internal and external parties thereby protecting and promoting the UNICEF brand.
5. Help lead the donor care teams in coordination with the relevant team leaders (internal and/or external) to ensure UNICEF donors receive the higher standards of customer service. Serve as a champion of donors and bring the voice of customer to the rest of the organization by genuinely listening to and learning from donorsโ feedback.
6. Plan, monitor and report on all relevant aspects of efficient donation processing, excellent donor care, and insight analysis, and submit relevant reports in high quality and within agreed deadlines to IFR colleagues, senior management, regional office, or headquarters.
7. Be aware of all data protection legislation and self-regulatory codes of practice relating to advertising, direct marketing, fundraising and data protection ensuring digital media project compliance.
8. Keep up to date with PFP individual donor guidelines and best practice to ensure all global best practice and regional key learnings are utilized where relevant in donor retention and value maximization.
Please refer to Term of Reference attached for more details.
To qualify as an advocate for every child you will haveโฆ
- Advanced university degree* in marketing, business administration, economics or any other relevant field.
- Five (5) years of progressively responsible experience in customer experience (CX), sales, marketing, staff management and budget control (required)
- Required experience in managing a team
- Required experience in strategic analysis and providing business-solutions
- Proven track record with modern CRM solutions (desirable - for example, Salesforce)
- Extensive experience in data analysis and reporting (desirable)
- Fluency in English and Bahasa Indonesia.
(* A first level university degree (Bachelor's) in a relevant field (as identified above), in conjunction with seven (7) years of relevant work experience in customer experience, loyalty/retention programmes, sales, marketing, staff management and budget oversight and/or other directly-related technical field, may be taken in lieu of an advanced university degree.
ย TOR TA NOC FR Specialist Donor Exp for TMS.pdf
For every Child, you demonstrate...
UNICEFโs Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values
The UNICEF competencies required for this post areโฆ
(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others (8)ย Nurtures, leads and manages people.ย
Familiarize yourself with our competency framework and its different levels.
UNICEF is here to serve the worldโs most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.
We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.
UNICEF does not hire candidates who are married to children (persons under 18). 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 is committed to promoting the protection and safeguarding of all children. All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.
UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.
Remarks:
As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.
UNICEFโs active commitment to diversity and inclusion is critical to deliver the best results for children.ย
Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.ย
[Country Office specific: visa residence requirements: UNICEF shall not facilitate the issuance of a visa and working authorization for candidates under consideration for positions at the national officer and general service category.]
UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicantsโ bank account information.
All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process.ย
Additional information about working for UNICEF can be found here.