Fund Raising Officer

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world’s leading children’s rights organization would like to hear from you. 

Under the supervision of the Individual Giving Specialist (Retention), the post holder will be responsible for executing a strategy that inspires supporters and drives loyalty. The role has a keen focus on maximizing long term value of existing donors in India while ensuring donor delight in all communication. The role will also be responsible for donor servicing through various channels like emails, inbound calls, and outbound calls. 

As the active donor base grows in ICO over the next five years, more and more donors will become eligible for various campaigns like upgrades, pledge conversions, reactivation, and savings. The volume of donor queries is also forecasted to leapfrog in the coming years, the incumbent will play a critical role in managing the aforesaid retention activities delivering increased revenue and donor delight.

Key functions, accountabilities and related duties/tasks: 

• Supervise and execute retention implementation plan to achieve established goals and Key Performance Indicators.
• Accountable for achieving month on month and annual revenues from various retention campaigns.
• Manage and supervise direct marketing acquisition and the one-time donor program.
• Manage the retention campaign budget and support revenue forecast and monitor expenditure.
• Monitor and evaluate the activities according to the work plan to ensure maximum impact of retention and saving efforts.
• Supervise the development of tools, systems, and materials to enhance the retention and saving Key Performance Indicators.
• Supervise and ensure that KPI’s attributed to the in-house donor helpdesk team are met.
• Setting up omni channel customer relationship management systems, training resources and ensure smooth functioning within timelines.
• Coordinate weekly/fortnightly/monthly team meetings with special focus on timelines and progresses.
• Compile and analyze relevant data from the individual giving operation, other organizations running individual giving program, and the market to monitor and improve retention programs.
• Analyze retention/attrition of donors, design concrete actions to increase retention, upgrade, and reactivation, and monitor results regularly.
• Monitor, plan and provide feedback to channel partners/in house donor retention team, providing technical training to achieve goals for each campaign (includes donor engagement and value max campaigns).
• Support donor journeys to compliment the retention campaigns resulting in increased revenue.
• Improve the communication, fundraising speech and ensuring the trust in UNICEF purpose.
• Provide oversight of internal business rules for data mining.
• Analyze and research data anomalies and engage fundraising and operational stakeholders to develop solutions.
• Internal and external partner management.
• Manage relationships with external service providers such as telemarketing vendors, Direct Mail production vendors, manpower agencies etc.
• Draft Terms of Reference, lead the bidding and creation of contracts for external service provider.
• Conduct training and ensure an induction plan to new fundraising members.
• Participate in trainings about fundraising tools and techniques to have up to date techniques.

Reporting and providing insights to improve performance (results and quality).

• Prepare reports per fundraiser, per supervisor, per campaign and per provider including performance, productivity and improvement needs for management. Make recommendations on managing fundraising teams for each campaign.
• Develop and implement an action plan to each fundraiser / supervisor / campaign / provider to improve the performance (results and quality). Undertake different types of analysis information to improve and ensure campaign goals, fulfillment, and attrition rates.
• Propose a marketing mix to (1) develop criteria to use and adapt programmatic content in scripts, mails, etc. (2) analyze channel, segment, and donation requests. (3) determine costs and projected profitability of each initiative. (4) define needs and types of providers.
• Ensure effective execution of administrative tasks and responsibilities and promote cross-functional coordination and collaboration with other areas.
• Supervise the carrying out of procurement processes for retention and saving campaigns in close  coordination with the Supply and Procurement and other departments.
• Maintain a positive and collaborative working relationship with partners.
• Support the process of the individual donor retention program, as required.

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

Education:

• A first level university degree (Bachelor’s degree) in business administration, marketing or any related field.

Experience:

• A minimum of 2 years of progressive professional experience in managing donor/customer, loyalty/retention programmes including but not limited to telemarketing and customer care together with proven track record in driving income growth is required.
• Experience in set up, roll out and management of multi- channel CRM system is required.
• Experience in customer engagement, database segmentation, payment processing, customer service is highly desirable.
• Relevant experience in a UN system agency or organization is an asset.

Language Requirements:

• Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

Source: https://jobs.unicef.org/cw/en-us/job/572044