Communication Assistant (Volunteer Engagement – CRM and Supporter Relations), GS-5, Temporary Appointment (364 days), UNICEF Thailand Country Office, Bangkok, Thailand, Job No #569342

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, better future.

Learn about what we do to create a fair chance for every child in Thailand, click here.

How can you make a difference?

Working closely under the supervision and guidance of the supervisor, this position will help drive strategic growth and engagement of UNICEF Thailand’s non-financial supporter (NFS) base, encompassing volunteers and newsletter subscribers, leveraging data-driven insights and CRM technology to maximize impact.

More specifically, the role aims to: 1. Elevate data-powered engagement of NFS by utilizing Salesforce, Volunteer Journey, and Supporter Segmentation to craft targeted campaigns that resonate with new and existing audiences; 2. Design and implement supporter journeys that deepen connections, cultivate loyalty, and convert new audiences into passionate advocates.  3. Optimize the use of UNICEF Thailand’s CRM technology for timely and effective delivery of supporter engagement initiatives, contributing to program advocacy, brand awareness, and fundraising goals.

Major Responsibilities

1. Supporter Journey Mapping, Testing, and Implementation Initiatives:

• Leverage data and insights from CRM to develop effective Volunteer Engagement plans, incorporating well-defined target groups, success indicators, and data-driven supporter journeys.
• Actively assist the supervisor in crafting supporter journeys, specifically focusing on non-financial supporters, to optimize acquisition and retention outcomes- guided by strategic insights.
• Collaborate with cross-functional teams to develop testing frameworks and segment testing plans to enhance acquisition and retention goals.

2. Data and Insights Production and Analysis:

• Generate periodic, comprehensive and insightful Volunteer Engagement reports to extract valuable learnings and highlight optimization opportunities for continual improvement.
• Conduct in-depth analysis of audience insights, offering valuable recommendations for effective audience segmentation strategies and regular analyses of supporter behavior to facilitate profiling, segmentation, and the optimization of targeted non-financial journeys.
• Support the assessment of existing data gaps for non-financial supporters, proposing recommendations for data expansion. This involves internal tactics like consolidating data from various sources and external methods such as enhancing with readily available market data.
• Actively contribute to knowledge management activities related to non-financial supporter journeys and interactions. This involves capturing and sharing key insights to enhance overall understanding and performance.

3. Management of CRM (Salesforce) for Non-Financial Supporters:

• Propose and oversee the implementation of CRM platform enhancements suggested to the supervisor, includes maintaining CRM technology alignment with business needs and execute regular database processes, collaborating closely with the supervisor and Digital team.
• Support seamless synchronization between the Marketing Cloud and the I AM UNICEF platform (Experience Cloud) for front-end and back-end operations.
• Assisted in identifying and addressing supporter cases, executed data selections for email communications, and reported and resolved database glitches, working closely with the supervisor and wider Supporter Engagement team.

4. Support for the Supporter Engagement Team’s Journey Operations:

• Assist in designing and enhancing volunteer activities to engage non-financial supporters. This includes assisting in the Volunteer Leader programme and Corporate Partners’ engagement activities to ensure alignment with the journey mapping and UNICEF’s goals.
• Support the management of the I Am UNICEF platform, including posting opportunities, promoting them on social media, and coordinating with the web developer for platform-related issues.
• Curate Volunteer Impact Stories by collaborating with the team in collecting and creating impactful volunteer stories and activities for social media content and marketing emails to UNICEF supporters, providing translation support as needed.
• Act as a focal point for annual World and Thai Children’s Day engagement activities and assist the supervisor in the planning and execution process.
• Undertake any other related tasks as required or assigned by the supervisor to contribute to the overall success of the Supporter Engagement team’s operations.

To qualify as an advocate for every child you will have…

Education:

• Completion of secondary education is required, preferably supplemented by technical or university courses related to the field of work.
• Bachelor’s degree in the area of communication, social sciences, and/or related field, preferred.

Experience:

• At least five years of relevant administrative work experience  – supporting in producing programme coordination, reporting, and communication.
• Experience in support the work on training design and community facilitation, or have passed the training and facilitation certification course.
• Experience working internationally or in the UN and other international development organizations is advantageous.
• Experience in working with CRM systems, an asset.

Language and Computer Literacy:

• Excellent written and spoken English; presentations, communication software, and visual design skills are highly desirable.
• Experience in Data management and analytical skills (e.g., advanced working knowledge of MS Excel and/or other software for quantitative analysis).

Technical attributes / Skills:

• Communication Skills: Convey complex information clearly and concisely, both in written and verbal form.
• Teamwork: Collaboration with team members to achieve common goals, fostering a positive team environment.
• Problem-Solving: Analyze challenges, identifying solutions, and making informed decisions to overcome obstacles.
• Adaptability: Demonstrate flexibility and resilience in the face of changing priorities or unexpected situations.
• Leadership: Inspire and guide others, taking initiative, and making effective decisions in a leadership role.
• Creativity: Think innovatively to generate new ideas, solutions, or approaches.
• Data Analysis: Ability to analyze and interpret data using tools like Excel or specialized statistical software.
• Project Management: Skill in planning, organizing, and overseeing projects to ensure successful completion.

Software Proficiency: Competence in using specific software or tools relevant to the job, such as Microsoft Office and Salesforce suits

For every Child, you demonstrate…

UNICEF’s 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

UNICEF competencies required for this post are…

(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.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

Successful candidate will be offered an attractive remuneration package under the UN system.

Only shortlisted candidates with pre-screening according to child safeguarding will be contacted and advance to the next stage of the selection process. 

Please send application no later than 22 February 2024.

UNICEF is here to serve the world’s 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 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 promote the protection and safeguarding of all children. 

Remarks:

This position has been assessed as an elevated risk role for Child Safeguarding purposes as it is a role with direct contact with children, works directly with children, is a safeguarding response role. Additional vetting and assessment for elevated risk roles in child safeguarding (potentially including additional criminal background checks) applies.

UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children. For gender balance in the workforce, eligible and suitable male candidates are encouraged to apply.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments are also 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 cancelled.

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.

Government employees that are considered for employment with UNICEF are normally required to resign from their government 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.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.