onsultant (12 months, home-based): (CRM Marketing Cloud) SES Marketing – Business Process and Systems Specialist (East Asia and Pacific Region), Individual Giving, Division of Private Fundraising and Partnerships (PFP)

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, hope

How can you make a difference? 

Scope of Work:

1. Business Support (post-deployment) for 5 markets (India, Indonesia, Malaysia, Thailand and Philippines)

a. Support and Troubleshooting:

• Provide ongoing support to users in markets by addressing their queries and concerns related to Marketing Cloud.
• Troubleshoot issues and provide solutions or escalate them to the appropriate support channels.
• Collaborate with the vendor and internal IT teams to resolve technical issues effectively and efficiently.

b. Marketing Automation Management:

• Understand the Marketing Cloud solution for optimized supporter journeys, tests, segmentation, data flow, and governance.
• Advise and consult on advanced email and SMS marketing functionality and tactics, including dynamic content and personalization.
• Provide advice on how to build and manage supporter journeys at crucial stages (awareness, acquisition, onboarding, engagement, retention, advocacy) to optimize supporter experience and drive results.
• Provide advice on how to track campaign activity, report on automation performance, and provide insights and recommendations for efficiency improvements and supporter experience enhancement.
• Lead the development of a Super Users group to deepen supporter journey thinking and expertise in Marketing Cloud.
• Provide advice on how to develop and execute multi-channel and multi-segment campaigns based on directions from campaign leads and stakeholders.
• Understand key customer segments, identify opportunities within the data, and collaborate with the team to develop action plans for impacting supporter KPIs.

c. Technical Platform Management:

• Provide advice on how to manage, organize, and analyze supporter information, with a focus on data creation, storage, and maintenance within Marketing Cloud.
• Provide support for cross-functionality with Sales Cloud CRM, including detailed reporting on marketing campaigns and in-market support for integrating existing systems.
• Develop new workflow improvements and identify opportunities for harmonization across Salesforce platforms, CRM instances, and teams across regions.
• Act as the go-to person for Marketing Cloud users, promoting adoption, staying updated on Salesforce releases, and providing dedicated support to country offices.

d. Reporting & Analysis

• Provide detailed reporting on all marketing and engagement campaigns using Marketing Cloud functionality at each country office level.
• Track and report on automation performance, providing insights and recommendations for efficiency improvements and supporter experience enhancement.

e. Business Decision Support:

• Support business decisions from a marketing perspective, considering cost and return on investment (ROI).
• Provide recommendations to business and product owners based on marketing insights and considerations.

f. Training and Upskilling

• Provide ongoing support and upskilling opportunities for users’ post-deployment.
• Conduct advanced training sessions to enhance users’ understanding of Marketing Cloud capabilities.
• Share insights and best practices on leveraging Marketing Cloud for effective campaign management and supporter engagement.
• Offer guidance on new features, updates, and enhancements released in Marketing Cloud.
• Facilitate workshops or webinars to address specific challenges or explore advanced use cases.

g. Communication, Collaboration and Continuous Improvement

2. Work with the Marketing Manager to ensure effective communication, negotiation and influencing within the SES Project Team.

• Provide feedback and insight to Marketing Manager on progress of sprints, managing PFP input and making recommendations to the Manager on proposed changes to any previously agreed deliverables.
• Ensure that local learnings from marketing efforts are incorporated into global practices.
• Stay Informed and Implement Best Practices:
  • Stay up to date with the latest developments and best practices in supporter journeys.
  • Implement these approaches into the development and management of supporter journeys.
  • Proactively stay informed about new trends, technologies, information, and opportunities related to supporter experience and direct marketing.
  • Keep abreast of sector-specific developments and integrate relevant insights into the strategy.

Work Assignment Overview

• Business as Usual Support
• Communication, Collaboration and Continuous improvement

Deliverables/Outputs: Please note that depending on country readiness and project progress, month deliverables may change. The monthly expected deliverables:

• One journey optimization per each of the 5 markets per month: Documentation and recommendations for optimizing supporter journeys, implementing tests, segmentation, and data flow and governance within Marketing Cloud.
• One report per each of the 5 markets: 1) Monthly Deliverability status (delivery rate, unsubscribes, bounce rate, complaints); 2) Monthly Contacts count; 3) Monthly Journey performance; 4) Weekly Update on project progress, challenges, risks, and escalations reported to Marketing Manager.
• One Business Decisions Recommendations documented and shared: Recommendations on business decisions from a marketing viewpoint, considering cost and ROI, and providing insights to Business and Product owners.
• Quarterly Cross functionality with CRM Workflow Improvements and Campaign Execution documented: Documentation of cross-functionality with CRM and Marketing Cloud workflow improvements and the development and execution of multi-channel and multi-segment campaigns.
• Quarterly Local Implementation Learnings Report developed: Report summarizing local learnings on marketing and their integration into global practices.

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

Education:  

• An advanced university degree in Marketing, Business, Communications, or another relevant technical field is required. A first-level university degree, with an additional 2 years of relevant professional work experience will be accepted in lieu of an advanced university degree.
• A valid professional certification in Salesforce Marketing Cloud is required.

Experience:

• A minimum of 3 years of progressive experience in the following fields: business analysis, CRM implementations, process and system optimization, fundraising, especially individual giving communication, retention and supporter journeys is required.
• Demonstrated experience using SalesForce Marketing Cloud, with specific knowledge across Journey Builder, Email Studio, Automation Studio, Einstein and Contact Builder is required. Up-to-date Salesforce Marketing Cloud certification is required.
• Experience using AMP Script for email personalization, A/B testing, dynamic templates and SQL for data model updates is required.
• Ability to curate and produce content for engagement and conversion objectives via email communications is required.
• Experience with leading training sessions and live demos is required
• Demonstrated experience using Sales Cloud for cross-cloud success, with an understanding of Salesforce products integration, including Sales Cloud and Ad Studio is required.
• Strong working knowledge of Google Analytics. Certification is an asset.
• The experience below will be considered an asset:
  • Design editing skills, including HTML5/CSS and JavaScript
  • Experience in building profitable loyalty programs with automation and dynamic data sets
  • Experience in collecting data and providing insights for campaign optimization

Other Skills:

• Demonstrated ability to build strong working relationships with internal and external partners is required
• Ability to manage multiple projects under time pressure with strict attention to detail is required
• Excellent communication skills, (both written and oral) to translate complicated business requirements into technical-based language, and vice versa are required.
• Strong analytical skills and a problem-solving mindset is an asset.
• A passionate and energetic team member with a genuine interest in working in the international aid and development sector is an asset.

Language:

Fluency in English is required. Knowledge of another UN language or a local language is an asset.

For every Child, you demonstrate… 

UNICEF’s values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS). 

To view our competency framework, please visit  here. 

Remarks:  

The application to be submitted through the online portal should contain two separate attachments:

• Please upload through the online portal your up-to-date Salesforce Marketing Cloud certification.
• Upload a work sample that can include a campaign or CRM strategy you have worked on. At least one sample of previous work must be provided.

Without all the above documents your application will be considered incomplete and invalid and will not be considered further.

Please indicate your all-inclusive (lump sum) fees in USD against the deliverables listed above. If there is a need for business travel, the travel costs will be covered by UNICEF separately. The office selects the individual based on the best value for money.

Payment of professional fees will be based on the submission of agreed deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.

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

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws. 

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts. 

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.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 

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 also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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.