Fundraising Assistant – G4 – Hrr003 – Private Sector Fund Raising Unit In Beirut

  UNHCR is seeking to establish and strengthen relations with different public and private sector partners in the MENA Region to cover funding gaps through digital and traditional multi-channel outreach. UNHCR will establish digital connections to bring about a broad base of supporters and leadership partners closer to refugees / PoCs and UNHCR’s work / mandate. In support of Individual Giving programmes in MENA, PSFR needs to hire an Individual Giving Fundraising Assistant to support all Telemarketing and Donor Care Operations.   Accountability (key results that will be achieved) Support both the Fundraising Engagement Telemarketing Specialist the Donors Care Specialist in Beirut in day-to-day operations with the telemarketing agency and communication with Donors. Provide support to the team of callers, coordinate with the agency on the operational and administrative matters, follow-up on segmentation and data integration between Salesforce and the agency’s CRM, and help with weekly/monthly reporting. Maintain the donor care inbox and daily communication with donors, as well as follow-up & monitoring of reactivation and retention programs Support in maintaining reporting archives and documentation of all donor care and telemarketing operation Responsibility (process and functions undertaken to achieve results) Manage and maintain day-to-day relationships with the Telemarketing agency, ensures that targets are being met and that callers are constantly and properly trained to be the voice of UNHCR. Ensure that weekly and monthly requirments are sent to the telemarketing agency in a timely manner, including new segments for calling, donation reports, and campaign updates. Follow-up on requests from the telemarketing team for donor related questions and respond to all inquiries about the program and operations Liaise with the PSFR team in Beirut to develop new scripts and funding asks based on new campaigns. Liaise with the donor care associate to develop and update answers to frequently asked questions faced by the telemarketing team and ensure they are updated with communication lines. Be responsible for the segmentation and roll-out of new calling segments on a bi-weekly basis. Monitor telemarketing weekly and monthly reports to ensure that the targets are being met & maintained, and raise it to the PSFR officer for intervention when needed Be responsible for sending data import files on a weekly basis for keeping the donor database up to date. Follow-up with the telemarketing agency to ensure receipt of daily, weekly, and monthly reports accurately as per agreed templates and in a timely manner. Report on a weekly basis to the PSFR officer on results, development and issues of concern. Contribute to the quality control and training systems for the agency Facilitate and attend weekly briefing meetings with the telemarketing agency to provide telemarketing team with updates and gather feedback. Support managing day to day Donor Care Mailbox by responding to donors' and supporters' correspondence with constant guidance from donor care associate. Support in developing and updating high quality donor communication content Help identify opportunities and needs to best inspire and communicate with UNHCR supporters and donors. Maintain day to day documentation of donors/supporters' inbound and outbound correspondance to monitor performance and feedback to improve tools and practices. Regularly update the Donor Mailbox Q&A in relevance to MENA context and ensure it's regularly shared with the telemarketing team and other colleagues. Contribute to developing facts and figures and other helpful documents that can be used as a tool for Telemarketing scripts, donors' emails, and other relevant areas Support in testing supporter engagement and relationship building strategies.   Authority (decisions made in executing responsibilities and to achieve results) Managing and monitoring weekly and monthly data flow needed for a smooth operation of the telemarketing programs. Support for the team of callers and coordinating with agency on all operational and administrative matters. Preparing weekly/monthly reports on the progress made and different calling KPIs. Support in preparing a monthly report on the progress made and different KPIs related to donor retention and communication.