Fund Raising Officer, Tele-Marketing, NO-1, Temporary Appointment, 364 Days, Manila, Post no.128002

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you. UNICEF Philippines is looking for Fund Raising Officer for Tele-Marketing who would provide professional technical, operational assistance in the Private Fundraising Partnerships (PFP) Unit.

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling.
UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, a fair chance

UNICEF has been an active partner of the Government of the Philippines and civil society in realizing the rights of every Filipino child, in line with priorities to achieve the SDGs. UNICEF efforts have been focused on the most vulnerable regions identified by the Government of the Philippines Development Plan, particularly in the regions of Visayas and Mindanao. To ensure that interventions are sustainable and scaled up, UNICEF will support both the national and local government units (LGUs) as the main instruments of delivering services and building systems. The level of engagement with government institutions will consider capacities, economies of scale and sector issues.

UNICEF Philippines has two offices. One office is based in Manila and a field office in Cotabato City, the second largest city in Mindanao, Southern Philippines, with some 300,000 population. The city is the regional administrative centre of the Bangsamoro Autonomous Region of Muslim Mindanao (BARMM) and over 80 percent of the population is Muslim. Mindanao is both conflict-affected and prone to frequent earthquakes and typhoons. 

Visit this link for more information on Philippine Country Office: https://www.unicef.org/philippines/

How can you make a difference?

Under the supervision of the Fundraising Officer for Individual Giving [IG], this post will primarily be responsible for strategic planning and the day-to-day supervision of the Telemarketing (TM) fundraising channel for donor acquisition, donor retention and customer service through third-party outbound telemarketing agency/ies and through the UNICEF in-house donor care team. This post will also assist in the implementation of fundraising program activities from time to time as needed/ required.

With special emphasis on converting all one-off donors into regular pledge givers or multiple cash givers, this post will assist in the development of TM campaigns in the areas of donor renewal and reactivation; donor upgrades and other loyalty and value maximization efforts; donor care; and donor acquisition, to recruit new donors and diversify the pledge program through telemarketing. Thereafter, the post will lead and monitor the campaign launch and implementation.

The Fundraising Officer will have the following duties and responsibilities:

1. Implementation of telemarketing donor acquisition and retention and legacy campaigns 

Working with the Individual Giving Officer (NOB) and the Donor Acquisition Officer (NOA), lead the development, roll-out, and day-to-day supervision of donor acquisition TM campaigns (e.g., lead generation, direct-to-pledge, tactical or seasonal acquisition and conversion campaigns) 

Working with the Individual Giving Officer (NOB) and the Donor Retention Officer (NOA), lead the development, roll-out, and day-to-day supervision of and donor retention TM campaigns [such as renewal, reactivation, upgrade, value maximization, and donor care service]

Working with the Major Donor Officer (NOB), lead the development, roll-out, and day-to-day supervision of legacy campaigns, as necessary.

Oversee TM back-end structure and campaign fulfillment for any new campaign initiatives.

Monitor daily TM billings and concerns and respond accordingly.

Organize briefings and trainings to TM agencies and in-house donor care personnel for any campaigns, emergencies or special events

2. Quality performance monitoring for telemarketing fundraising

Lead the development of plans for telemarketing QA for the in-house team and third-party agency/ies, in cooperation with the NOA and NOB officers for donor acquisition, retention, major donors 

Ensure that all aspects of the TM program — from script development to simulation to live calls to donation fulfilment to donor data processing—adhere to QA standards and support KPIs

Monitor daily, weekly, monthly performance of TM campaigns including but not limited to reach rate, conversion rate, fulfilment rate, average gift, call capacity, agent performance, and ROI.

Ensure income and telemarketing targets are met according to the work plan and budget.

Work with the IG team to ensure the TM program is data-informed and data-driven.  Present reports on TM operations regularly and provide recommendations related to enhancements in areas of telemarketing that need improvement or optimization. 

3. Operation Oversight

Lead and provide operational support to agencies, contractors and suppliers engaged in telemarketing operations and ensure that they perform to high standards. Whenever necessary, recommend/ propose changes and modifications [in cooperation with the NOA & NOB officers] to various aspects of TM operations consistent with the overall strategy and objectives of the PFP section.

4. Donor Support/ Customer Service Hotline

Oversee the inbound telemarketing service provided by in-house customer service and by third-party telemarketing agency.

Ensure end-to-end quality customer service. Provide, when necessary, customer support such as addressing donor inquiries, requests and/or complaints via mail, email, phone, social media, etc.; escalate inquiries to the appropriate supervisor for further action.

The specific Term of Reference may found in this  TOR TA- Fundraising Officer for TMKG PFP_Feb 2024 OD.pdf

To qualify as an advocate for every child you will have…

The following minimum requirements:

• Education:

A University degree in any of the following:

Business, Marketing, Management, Research/Statistics, Communication, Arts, Social Sciences, or a related field.

*A first University Degree in a relevant field combined with 2 additional years of professional experience may be accepted in lieu of an Advanced University Degree.

• Work Experience: At least one (1) year of relevant work experience in the telemarketing/BPO industry at junior management level or higher) is required.
• Skills Required

• Strong interpersonal skills
• Strong organizational and planning skills
• Strong communication and presentation skills
• Analytical thinking

• Language Requirements: Fluency in oral and written English and Pilipino is required.

The following desirables:

• Additional experience in sales & marketing, fundraising/resource mobilization, customer service, public relations, account management, brand management, business development or other related fields will be considered an asset

• Experience in the latest developments in contact center customer relationship management and supporter engagement is highly desired.

• Strong skills in Microsoft Excel desired.

• Developing country work experience and/or familiarity with emergency.

• Language: Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language.

How to apply

Qualified candidates are requested to complete an online candidate profile in http://www.unicef.org/about/employ/ by 17 May 2024. Only applications sent through the e-recruitment portal will be considered.

By applying through our Talent Management System (TMS) you agree to our privacy statement which is in line with the Philippines’ Data Privacy Act. You are strongly advised to read carefully through the privacy statement before submitting your application.

For every Child, you demonstrate...

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

The UNICEF competencies required for this post are…

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others [add the 8^th competency (Nurtures, leads and manages people) for a supervisory role]. 

Familiarize yourself with our competency framework and its different levels.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority, and discrimination. UNICEF is committed to promoting the protection and safeguarding of all children. All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.

Remarks:

As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

UNICEF’s active commitment to diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable candidates are encouraged to apply.

Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason. 

UNICEF shall not facilitate the issuance of a visa and working authorization for candidates under consideration for positions at the national officer and general service category.

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants’ bank account information.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.