Fund Raising Officer

Under the supervision of the Fundraising Officer for Individual Giving [IG], this post will primarily be responsible for strategic planning and the day-to-day supervision of the Telemarketing (TM) fundraising channel for donor acquisition, donor retention and customer service through third-party outbound telemarketing agency/ies and through the UNICEF in-house donor care team. This post will also assist in the implementation of fundraising program activities from time to time as needed/ required.

With special emphasis on converting all one-off donors into regular pledge givers or multiple cash givers, this post will assist in the development of TM campaigns in the areas of donor renewal and reactivation; donor upgrades and other loyalty and value maximization efforts; donor care; and donor acquisition, to recruit new donors and diversify the pledge program through telemarketing. Thereafter, the post will lead and monitor the campaign launch and implementation.

The Fundraising Officer will have the following duties and responsibilities:

Implementation of telemarketing donor acquisition and retention and legacy campaigns 

• Working with the Individual Giving Officer (NOB) and the Donor Acquisition Officer (NOA), lead the development, roll-out, and day-to-day supervision of donor acquisition TM campaigns (e.g., lead generation, direct-to-pledge, tactical or seasonal acquisition and conversion campaigns)
• Working with the Individual Giving Officer (NOB) and the Donor Retention Officer (NOA), lead the development, roll-out, and day-to-day supervision of and donor retention TM campaigns [such as renewal, reactivation, upgrade, value maximization, and donor care service]
• Working with the Major Donor Officer (NOB), lead the development, roll-out, and day-to-day supervision of legacy campaigns, as necessary.
• Oversee TM back-end structure and campaign fulfillment for any new campaign initiatives.
• Monitor daily TM billings and concerns and respond accordingly.
• Organize briefings and trainings to TM agencies and in-house donor care personnel for any campaigns, emergencies or special events

Quality performance monitoring for telemarketing fundraising

• Lead the development of plans for telemarketing QA for the in-house team and third-party agency/ies, in cooperation with the NOA and NOB officers for donor acquisition, retention, major donors
• Ensure that all aspects of the TM program — from script development to simulation to live calls to donation fulfilment to donor data processing—adhere to QA standards and support KPIs
• Monitor daily, weekly, monthly performance of TM campaigns including but not limited to reach rate, conversion rate, fulfilment rate, average gift, call capacity, agent performance, and ROI.
• Ensure income and telemarketing targets are met according to the work plan and budget.
• Work with the IG team to ensure the TM program is data-informed and data-driven.  Present reports on TM operations regularly and provide recommendations related to enhancements in areas of telemarketing that need improvement or optimization.

Operation Oversight

• Lead and provide operational support to agencies, contractors and suppliers engaged in telemarketing operations and ensure that they perform to high standards. Whenever necessary, recommend/ propose changes and modifications [in cooperation with the NOA & NOB officers] to various aspects of TM operations consistent with the overall strategy and objectives of the PFP section.

Donor Support/ Customer Service Hotline

• Oversee the inbound telemarketing service provided by in-house customer service and by third-party telemarketing agency.
• Ensure end-to-end quality customer service. Provide, when necessary, customer support such as addressing donor inquiries, requests and/or complaints via mail, email, phone, social media, etc.; escalate inquiries to the appropriate supervisor for further action.

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

The following minimum requirements:

Education:

A University degree in any of the following:

• Business, Marketing, Management, Research/Statistics, Communication, Arts, Social Sciences, or a related field.
• A first University Degree in a relevant field combined with 2 additional years of professional experience may be accepted in lieu of an Advanced University Degree.
• Work Experience: At least one (1) year of relevant work experience in the telemarketing/BPO industry at junior management level or higher) is required.

Skills Required

• Strong interpersonal skills
• Strong organizational and planning skills
• Strong communication and presentation skills
• Analytical thinking
• Language Requirements: Fluency in oral and written English and Pilipino is required.

Source: https://jobs.unicef.org/cw/en-us/job/571719