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 the LG and IG programmes in the MENA region, Private Sector Partnership Service (PSP) needs to hire a Telemarketing Associate to handle all pre-acquisition telemarketing/telefundraising efforts during 2016-2017.
Accountability (key results that will be achieved)
Development of fundraising telemarketing materials (Script, training manuals, FAQ,etc…)
Maintaining and developing the infrastructure for effective data/report flow between different stakeholders.
Prepare a weekly/monthly reports on the progress made and different calling KPIs.
Responsibility (process and functions undertaken to achieve results)
Manage the relation with the Telemarketing ™ agency, ensures that fundraising targets are being met and that callers are constantly and properly trained to be the voice of UNHCR.
Together with Head of IG fundraising develop annual telemarketing strategies, and income and expenditure target
Develop scripts, confirmations and other productions needed.
Develop skills in the telemarketing team, providing effective leadership to enable and motivate team members to operate to their full potential.
Establish and test a variety of telemarketing programs and tactics to acquire and retain donors.
Be responsible for roll out of budget plans on a weekly basis in accordance with strategy.
Monitor telemarketing programmes to ensure that the annual fundraising income meets targets, and that acquisition and retention programmes achieve the supporter number objectives.
Cooperate closely with the digital team to secure optimal timing and approach for conversion of supporters’ lists into donors.
In consultation with the CRM Manager, ensure that effective TM selection criteria are made, schedule for export and import of TM files, and prioritize and request data statistics needed for proper evaluation and optimization of TM programs.
Investigate phone append opportunities and keep updated on the latest techniques for tests to improve contact rates.
Investigate other opportunities for lead generation and acquisition.
Report on a weekly basis to the Head of IG on results, budget, development and issues of concern.
Set up Q&A’s for agencies to deal with potential complaints.
Contribute to the quality control and training systems for the agencies.
Manage and monitor the set-up between the TM agency and the payment processing services to ensure proper and smooth functionality of both systems.
Setting and meeting performance targets for speed, efficiency, conversion and quality;
Ensure that TM activities comply with the requirements of local legislation, and keep 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)
Training and Fundraising coaching for the team of callers
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 16/10/2017.
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, Business or other associated field, and/or equivalent work experience.
At least 6 years’ experience with TM management in a charity organization or in a TM agency managing charity organizations, and/or in a related field.
Significant experience in managing high volume programs and budgets.
Strong knowledge of Data Analysis and Segmentation.
Significant experience in developing KPIs and managing program ROIs.
Experience in contract negotiations and management of external partners.
Demonstrated experience in working with external suppliers including call centres, creative agencies, payment gateway services etc.
Demonstrated experience in dealing with supporters/clients in the MENA region.
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 successful supporter/client retention and development programs.
Capacity to prepare and present detailed and realistic fundraising strategies and reports.
Able to support and guide colleagues, manage multiple projects, work to a timeline, work with sensitive information, work with minimal supervision, deal with stressful situations and meet deadlines.
Able to inspire team spirit.
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.
Able to ensure that telemarketing plans (objectives, activities, budget and time schedules) are communicated clearly and in timely manner to head of IG and external stakeholders as necessary.
Able to ensure that all telemarketing results are monitored and analysed on a weekly and monthly basis, and deliver long-term analysis of program/budgets delegated.
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, Business or other associated field, and/or equivalent work experience.
At least 6 years’ experience with TM management in a charity organization or in a TM agency managing charity organizations, and/or in a related field.
Significant experience in managing high volume programs and budgets.
Strong knowledge of Data Analysis and Segmentation.
Significant experience in developing KPIs and managing program ROIs.
Experience in contract negotiations and management of external partners.
Demonstrated experience in working with external suppliers including call centres, creative agencies, payment gateway services etc.
Demonstrated experience in dealing with supporters/clients in the MENA region.
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 successful supporter/client retention and development programs.
Capacity to prepare and present detailed and realistic fundraising strategies and reports.
Able to support and guide colleagues, manage multiple projects, work to a timeline, work with sensitive information, work with minimal supervision, deal with stressful situations and meet deadlines.
Able to inspire team spirit.
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.
Able to ensure that telemarketing plans (objectives, activities, budget and time schedules) are communicated clearly and in timely manner to head of IG and external stakeholders as necessary.
Able to ensure that all telemarketing results are monitored and analysed on a weekly and monthly basis, and deliver long-term analysis of program/budgets delegated.
Capable of setting up relevant benchmarks and KPIs.
Arabic
Fluent
English
Fluent
Hide guidelines for wrong answers
No