Organizational Context
The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern.
Private Sector Partnerships Service (PSP) sits within UNHCR's Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees. UNHCR have developed a $1 Billion Private Sector Fundraising Strategy 2018-2025. This strategy focuses on both Individual Giving and Private Sector Partnerships and identifies priority fundraising markets and regions.
Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with focus on strong donor loyalty and lifetime value.
The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations of between $1 to $10.000 per year to UNHCR.
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.
Functional Statement
Accountability
- Enhance existing donor care strategy and tools
- Improve donor retention rate.
- Improve conversion rate from cash (single) donors to regular committed donors.
Responsibility
- Develop and execute a donor care plan for individual donors aiming to reduce attrition, increase donor value and improve overall donor satisfaction with UNHCR giving journey.
- Improve Retention of donors by creating engaging content and implementing an effective donor care approach and flexible donation system with optimal use of different channels, including, digital, face to face, and telemarketing.
- 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.)
- Coordinate the production and distribution of donor retention communication materials
- Optimize the digital calendar of communication to create more opportunities for donor engagement that results in increasing lifetime value.
- Build a solid understanding of donors using data, surveys, and research to build insights, improve segmentation and tailor communication 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.
- 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 functions as needed.
Authority
- Monitor and review retention program performance.
Intervention Sectors
Refugees
Location
- Lebanon
- Beirut
- Beirut
Application Deadline
Organisation
Salary Range
> 3000 (USD)
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://lb.unhcrjobs.org/ no later than COB 04/03/2021.
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, applications form individuals with special needs are encouraged. Shortlisted candidates may be required to sit for the written test and/or oral interview.
UNHCR is committed to diversity and welcomes applications from qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, colour or ethnic and national origins, religion or belief, or sexual orientation. UNHCR has a ZERO TOLERANCE policy on sexual exploitation and abuse, and sexual harassment. Successful candidates will be subject to mandatory UN Sexual Exploitation and Abuse and Sexual Harassment clearance check prior to receiving an offer.
UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees).
Requires a Cover Letter?
Yes
Experience Requirements
3 to 5 years
Education Degree
High School
Education Degree Details
Essential Minimum Qualifications and Professional Experience Required
Secondary education with preferably a degree in Marketing/Business Administration, Communications, and and/or other related fields.
Minimum 3 years of relevant work experience with secondary education or minimum 2 years of relevant work experience with Undergraduate degree (equivalent of a Bachelor’s); 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 centers, creative agencies and publishers.
Professional experience within the non-profit sector is desirable, but not essential.
Desirable Qualifications & Competencies
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.
Fluency in Arabic and English is required.
Required Competencies
Analytical Thinking
Innovation and Creativity
Planning and Organizing
Stakeholder Management
Change Capability and Adaptability
Secondary education with preferably a degree in Marketing/Business Administration, Communications, and and/or other related fields.
Minimum 3 years of relevant work experience with secondary education or minimum 2 years of relevant work experience with Undergraduate degree (equivalent of a Bachelor’s); 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 centers, creative agencies and publishers.
Professional experience within the non-profit sector is desirable, but not essential.
Desirable Qualifications & Competencies
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.
Fluency in Arabic and English is required.
Required Competencies
Analytical Thinking
Innovation and Creativity
Planning and Organizing
Stakeholder Management
Change Capability and Adaptability
Arabic
Fluent
English
Fluent
French
None
Hide guidelines for wrong answers
No