The MENA region is currently hosting the biggest displaced population in its history. As of January 2016, the total number of Syrian refugees has exceeded 4.8 million. Of these, more than 1 million are hosted in Lebanon.
The Syrian refugee population in Lebanon is the largest in the world and represents a significant percentage of Lebanon’s total population. In Lebanon, life is a daily struggle for many Syrian refugees, who have little or no financial resources. Around 70 per cent live below the poverty line on less than USD 3.84 per person per day. There are no formal refugee camps and, as a result, more than a million registered Syrians live in over 1,700 communities and locations across the country, often sharing small basic lodgings with other refugee families in overcrowded conditions.
UNHCR established digital connections to bring a broad base of supporters and leadership partners closer to refugees / PoCs and UNHCR’s work / mandate beside establishing and strengthening relations with different public and private sector partners in the MENA Region to cover funding gaps through digital and traditional multi-channel outreach.
In support of IG Programmes in the Gulf and MENA region, PSP needs to hire a Donor Care Associate who will be responsible for delivering a strategy that inspires donors and drives loyalty.
Accountability (key results that will be achieved)
Play an important role in the PSP Arabic Digital Hub team helping to inspire and motivate supporters who give one-time donations and monthly gifts, encouraging their commitment to the refugees' cause, and driving repeat gifts.
Responsibility (process and functions undertaken to achieve results)
Sustain and enhance UNHCR's relationship with its individual donors through effective and timely communication based on recognition, trust and professionalism.
Recognize and adhere to standards and policies that recognize and preserve donor "bill of rights" and ensure satisfaction at donors' level.
Develop and execute donor retention plan for individual giving programme to increase donor value and to help achieve significant growth in income in 2017.
Help reduce attrition by writing and generating engaging content for donors and implementing an effective donor care approach and flexible donation system with optimal use of different channels, including mail, digital, face to face, and telemarketing.
Improve income of regular committed individual donors, optimizing opportunities through data segmentation, supporter journey enhancement, new fundraising products, and optimization of current programme.
Develop, manage and improve donor servicing and communications to provide a best in class donor care with best practice standards (welcome, information, thank you letters, donor monthly newsletter, in-bound and outbound donor emails and calls, complaints…etc.)
Be responsible for roll out of UNHCR's regular givers club in the region through products that would inspire potential donors to give on a regular basis.
Coordinate the production and distribution of donor retention communication materials (emails and direct mail), including managing relationship with the direct mail and printing agency.
Develop and update regularly donor related products, including welcome emails, reactivation emails, and retention yearly programme.
Optimize the digital calendar of communication to create more opportunities for donor engagement that results in increasing lifetime value.
Ensure the PSP Arabic digital hub team is donor centric in everything that it does from the first interaction with the donor onwards by working closely with the acquisition team to deliver a robust welcome and retention plan.
Build a solid understanding of donors using data, surveys, and research to build insight, define different segments and tailor communications accordingly.
Keep abreast of refugee crisis news and agenda; proactively prepare and update Q&A’s to address potential complaints and inquiries and share them with the team.
Develop, monitor and review retention program performance. Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans.
Work with the PSP Arabic digital hub team to achieve annual budget targets and KPIs by implementing supporter loyalty strategies and programmes.
Monitor, record and report on key performance measures, including supporter feedback and complaints, donations and trends, service level standards…etc.
Ensure that donor care activities comply with the requirements of local legislation, and remain up to date with all relevant charity law, regulations and codes of practice.
Perform other related duties as required.
Authority (decisions made in executing responsibilities and to achieve results)
Enhancing existing donor care strategy and tools (Welcome and reactivation cycles, Regular givers yearly programme "7 Steps").
Increased donor retention rate.
Increased conversion rate from cash (single) donors to regular committed donors.
Application Deadline
Organisation
Salary Range
Unpaid Position
Contract Type
Full Time
Application Submission Guidelines
Interested qualified external persons meeting the requirements of the attached Job Description can apply online through the following website: https://jobs.unhcr-lb.org/ no later than COB 03/2/2017.
Please note that only applications received through the above website will be accepted and no applications will be accepted through email.
Only short-listed candidates will be contacted. UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees). UNHCR strongly encourage qualified female applicants for this position. Shortlisted candidates may be required to sit for written test and/or oral interview.
UNHCR seeks to ensure that male and female employees are given equal career opportunities. UNHCR is committed to achieving workforce diversity in terms of gender, nationality and culture. All applications will be treated with the strictest confidentiality.
Requires a Cover Letter?
Yes
Education Degree
High School
Education Degree Details
ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
Define the educational background, the relevant job experience and the language(s) that are essential to perform the work of the position. Completion of Secondary Education with Certificate/training preferably with a Bachelor’s degree in Marketing, e-commerce, communication or other associated field, and/or equivalent work experience. At least 6 years of experience in fundraising/sales and or client/donor communication. Demonstrated experience in communication with regional donors/clients. Familiarity and interest in digital communications required Demonstrated experience working with at least one Contact Relationship Management (CRM) system. Ability to develop engaging content and written correspondence in response to specific requests as well as to use good judgment in dealing with a wide variety of inquiries. Experience with donor communication strategies and techniques including problem solving on the phone. Experience in nurturing relations with donors/clients over different channels. Demonstrated experience in working with external suppliers including media agencies, call centres, creative agencies and publishers. Professional experience within the non-profit sector is desirable, but not essential.
DESIRABLE QUALIFICATIONS & COMPETENCIES.
Describe any experience or knowledge that would be an asset, such as: UNHCR Learning Programmes, other training, additional languages, Field/HQs experience, etc. Significant experience in fundraising/sales/marketing or related field, with a track record of delivering donor retention and development programs. Knowledge and practical understanding of main fundraising techniques: mail, telephone, web, database, digital etc. Highly developed interpersonal skills, ability to work in team and to take a leadership role. Cultural sensitivity – the ability to work effectively cross culturally and adapt communications style as needed to foster collaboration Understanding of data segmentation and databases. Able to apply a range of communication and interpersonal skills to interact with others on a number of issues of varying complexity. Able to accurately identify problems and quickly move to a satisfactory resolution. Excellent written and verbal communication skills. Experience in project management and strong analytical skills. Experience in using databases and data management. Capable of setting up relevant benchmarks and KPIs.
Define the educational background, the relevant job experience and the language(s) that are essential to perform the work of the position. Completion of Secondary Education with Certificate/training preferably with a Bachelor’s degree in Marketing, e-commerce, communication or other associated field, and/or equivalent work experience. At least 6 years of experience in fundraising/sales and or client/donor communication. Demonstrated experience in communication with regional donors/clients. Familiarity and interest in digital communications required Demonstrated experience working with at least one Contact Relationship Management (CRM) system. Ability to develop engaging content and written correspondence in response to specific requests as well as to use good judgment in dealing with a wide variety of inquiries. Experience with donor communication strategies and techniques including problem solving on the phone. Experience in nurturing relations with donors/clients over different channels. Demonstrated experience in working with external suppliers including media agencies, call centres, creative agencies and publishers. Professional experience within the non-profit sector is desirable, but not essential.
DESIRABLE QUALIFICATIONS & COMPETENCIES.
Describe any experience or knowledge that would be an asset, such as: UNHCR Learning Programmes, other training, additional languages, Field/HQs experience, etc. Significant experience in fundraising/sales/marketing or related field, with a track record of delivering donor retention and development programs. Knowledge and practical understanding of main fundraising techniques: mail, telephone, web, database, digital etc. Highly developed interpersonal skills, ability to work in team and to take a leadership role. Cultural sensitivity – the ability to work effectively cross culturally and adapt communications style as needed to foster collaboration Understanding of data segmentation and databases. Able to apply a range of communication and interpersonal skills to interact with others on a number of issues of varying complexity. Able to accurately identify problems and quickly move to a satisfactory resolution. Excellent written and verbal communication skills. Experience in project management and strong analytical skills. Experience in using databases and data management. Capable of setting up relevant benchmarks and KPIs.
Arabic
Fluent
English
Fluent
Hide guidelines for wrong answers
No