JO# 34813 – Senior PSP Individual Giving Associate – G7 – PN 10036765 – UNHCR Fixed-Term Appointment - Beirut, Lebanon

Organizational Setting and Work Relationships
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 (POC).
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 has developed a Private Sector Fundraising Strategy focusing on both Individual Giving and Private Sector Partnerships, identifying 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 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR.
The Senior PSP Individual Giving Associate promotes team development of the IG team, providing effective leadership to enable and motivate a team of support staff members to operate to their full potential.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR¿s core values of professionalism, integrity and respect for diversity.

Duties
General
- Develop annual plans for acquisition, donor retention and development programme (i.e. forecasts of costs and expenses, income projections, donor figures, etc.)
- 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 out-bound donor emails and calls, complaints, etc.).
- Work with marketing agencies to develop contact strategies and donor journeys for different segments of the database using a variety of channels including telemarketing, digital and mail.
- Implement campaigns such as upgrade, conversion, acquisition, welcome, recapturing, loyalty, Thank you, One-off calls, Marketing Research, Upgrade middle donors, middle donors one-off and others.
- Draft submission to the National Growth Fund related to IG programs to secure funding to increase and diversify donor base.
- Contribute to the development of detailed annual plan for the IG programs.
- Monitor and report on progress against the work plan, expenditure, budget and targets.
- Assist in the management of middle value donors and prospects as well as manage regular communication with IG Fundraising Unit and major donor program.
- Supervise the donor database management and any activity related to the donor data care, ensure data entry accuracy and provide analysis of data upon request.

Donor Acquisitions
- Work in close collaboration with PSP teams to develop cross channel fundraising campaigns including digital, F2F, Telemarketing, DRTV, direct mail etc.
- Contribute to the development of the fundraising strategies and products for diverse individual fundraising activities that serve to recruit and retain loyal individual donors.
- Develop and implement emergency plans for telemarketing and Face-to-Face.
- Manage relations with partners, contractors and suppliers to implement IG programs.
- Contribute to broaden and enhance the market knowledge and in analysing the competitive environment to monitor PSP performance and make recommendation to management.
- Develop and implement a welcome program for newly recruited monthly donors and one-time donors.
- Coordinate any relevant reporting and analysis of donor development activities in order to evaluate performance and enhance future communications
- In consultation with CRM Manager, ensure that effective TN selection criteria are made, schedule for export and import of TM files, prioritise and request data statistics needed for proper evaluation and optimisation of TM programs.
- Ensure quality control and training systems for F2F Agencies and in-house programs.
- Ensuring that donor acquisition income targets are achieved in a cost-effective manner.
- Manage relations with partners, contractors and suppliers to implement FR programs
- Oversee scripts for different telemarketing campaigns.
- Develop emergency plans for different fundraising activities.

Donor Retention and Development
- Execute donor journeys according to planned schedule, conduct testing among journeys, implement donor engagement activities.
- Implement programme improvements as defined in the UNHCR Donor Development Strategy to strengthen individual giving fundraising programs.
- Foster a donor centric culture and communication
- Advise on donor care actions and improvement to be implemented.
- Develop, monitor and review retention program performance. Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans.
- Oversee donor development communications plans and fundraising activities, such as newsletter and special appeals, through a variety of media including direct mail, telemarketing, email and mobile.
- Oversee the development and implementation of donor retention communication materials and activities for existing donors and for emergency appeals.
- Target/segment based on donor insights, behaviour, interactions and gifts history.
- Keep up-to-date with giving techniques and strategies to increase or maintain donations from multiple donors.
- Write contents and supervise the design and production of the donor care materials
- Support the coordination of the relation with telemarketing suppliers.
- Improve income of regular committed individual donors, optimising opportunities through data segmentation, supporter journey enhancement, new fundraising products, and optimization of current programmes.
- 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.
- Oversee the execution of monthly operations of recapturing by emails/mails, thank-you to donors.
- Improve the responsiveness, depth and quality of the relationship with donors.
- Deepen the relationship with donors and supporters through financial and non-financial actions.
- Ensure that all in-house and outsourced donor care representatives are provided with all information, including Q&A documents, necessary to handle any in-bound donor communications resulting from the donor development activities.

- Perform other duties as required.