PSFR Officer

The PSFR Officer (Value Max and Donor Care) is part of the private sector fundraising department 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 Donor Relations Specialist which is at NOC level.
UNICEF Indonesia’s increasing number of individual donors requires a more focused approach to increase retention, fulfilment and value of our existing donors, but also to manage dropouts and cancellations in a proactive way and seek opportunities to re-engage with them at the right moment. UNICEF Indonesia is therefore looking for a multi-talented professional, who will be responsible to maximize retention and satisfaction of active donors through the implementation of a Omnichannel Donor Care strategy that ensures that donors receive a friendly, professional, and consistent high-quality service, that will impact the retention and value maximization results. The incumbent will also be responsible to implement the value maximization and saving strategies to maximize pledge income and minimize cancellations. This includes supervising the in-house donor care team, selecting suitable external service providers, and driving innovation to use new channels of communication (WhatsApp, chatbot, etc). This role will work in a close collaboration with colleagues in different teams and reporting lines: individual fundraising acquisition and marketing team and specifically the donor journey officer, digital team, donor content assistant, and communications colleagues.
We are looking for a proactive teamworker, both in working with colleagues across departments and reporting lines, as well as managing his/her own team, with excellent analytical skills, and talent for managing external service providers and agencies to deliver quality results. S/he will have strong communication skills, while being financially literate and able to manage budgets, and a structured way of working to manage multiple projects in an organized manner. This is a Temporary Appointment position with contract duration of 364 days (1 year).
Develop and implement a multi-channel donor care approach to increase donor retention and satisfaction (voice, email, WhatsApp, etc):