Individual Giving Associate

Overview

The Individual Giving Associate will contribute to the development of the Individual Giving team, providing leadership and technical expertise to maximize the donor base for UNHCR.

Key Responsibilities

• Assist in developing annual plans for acquisition, donor retention and development programmes.
• Develop, manage and improve donor servicing and communications.
• Work with marketing agencies to develop contact strategies and donor journeys.
• 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.
• Contribute to the drafting of submissions to the National Growth Fund related to IG programs.
• Assist in 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.
• Assist in the supervision of the donor database management and any activity related to the donor data care.
• Work to develop cross channel fundraising campaigns such as F2F, Digital, DRTV, Multichannel, Direct mailing.
• Manage the Face to Face activities, both in-house and/or outsourced.
• Assist in the development, implementation, and management of the Face to Face fundraising strategy.
• Assist in the development, management and achievement delivery of Face to Face budgets, financial targets and expenditure.
• Manage relations with partners, contractors and suppliers to implement the program(s).
• Diversify Face to Face models, suppliers and channels.
• Develop high quality of data monitoring in order to analyse all performances.
• Develop guidelines, manuals and policies to ensure a solid Face to Face programme.
• Adapt contents and creative as well as develop and lead tests aimed to improve response and donor retention.
• Ensure that a location strategy, policies and communication cycle are in place.
• Manage and support the creation of marketing briefs.
• Ensure workforce (in-house model) is managed, inducted and trained.
• Assist in proactively line manage the Face to Face team (in-house model).
• Manage performance of each team member (in-house model).
• Assist in the procurement process for all supplier relationships linked to new agencies or suppliers.
• Assist in designing and executing a long term effective and innovating digital strategy, as well as an annual action plan for all digital fundraising activities.
• Manage the relationship with external suppliers.
• Execute the online content as well as the implementation of digital marketing and fundraising campaign initiatives.
• Working with PSP HQ to build and maintain all online donation pages and provide feedbacks and ideas for improvements.
• Execute and review all lead generation programmes (including telemarketing) with channels integration to maximize ROI.
• Actively promote innovative way to recruit and retain supporter via digital channels.
• Maintain effective relationships with all suppliers responsible for digital fundraising.
• Assist in the procurement process for all supplier relationships linked to new donor acquisition through digital channels.
• Maintain accurate reporting and analysis in order to facilitate effective management of the digital acquisition programmes.
• Assist in working with the PSP team to prepare annual budgets for the digital programme.
• Assist with reporting related to digital fundraising.
• Assist in developing a test plan strategy for new products with technical inputs related to the production process.
• Schedule appropriate actions related to the production process.
• Ensure the production process of each DM activity is carried out in line with planned timing, quantity and quality of service.
• Assist in supervising donors’ data extraction from the database.
• Assist in checking and approving the executive printing files, laser draft and packaging.
• Develop campaigns reporting systems and setting report templates.
• In case of emergency, develop and implement production procedure.
• Assist in negotiating with suppliers to keep production costs at lowest level.
• Work on other direct marketing acquisition activities if requested.
• Work to develop cross channel donor cultivation activities to maximise acquisition investment and improve donor Life Time Value (LTV).
• Assist in defining and supervising a data strategy.
• Execute donor journeys according to planned schedule, conduct testing among journeys, implement donor engagement activities.
• Develop, monitor and review supporter experience initiatives and retention program performance.
• Execute donor development communications plans and fundraising activities.
• Maintain and execute the annual email communication plans.
• Liaise with external agencies/consultant on email marketing performance optimization.
• Develop email marketing segmentation strategies and data selections.
• Oversee the development and implementation of donor retention communication materials and activities.
• Execute the design and production of the donor care materials.
• Support the coordination of the relation with telemarketing suppliers.
• Ensure that donor care activities comply with the requirements of local legislation.
• Manage the execution of monthly operations of recapturing by emails/mails, thank-you to donors.
• Manage the responsiveness, depth, and quality of the relationship with donors.
• Ensure that all in-house and outsourced donor care representatives are provided with all information.
• Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility.
• Perform other duties as required.
• Build and maintain strong relationships with existing donors, and prospective donors.
• Serve as the primary point of contact for donor inquiries and concerns.
• Manage inputs into donor database.
• Manage a team of two donor care assistants.
• Ensure donor care team members are trained and supported.
• Analyse donor data and fundraising performance metrics.
• Manage tax receipting process on an annual and bespoke basis.
• Manage inhouse reactivations efforts for monthly donor file.
• Collaborate as integral part of the fundraising team.
• Collaborate with other departments and stakeholders.
• Manage office inventory.
• Maintain and create updated FAQs.
• Assist data team and fundraising team in migration to new CRM (Salesforce).
• Adhere to ethical fundraising practices and maintain strict confidentiality of donor information and contributions.
• Stay informed about current trends and best practices in donors relations.
• Perform other duties as required.

Required Experience

3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher. Experience in private sector fundraising, sales, client/donor communication, marketing, or journalism. Proven experience working in donor retention/ development programmes. Experience in coordination of fundraising campaigns in profit or non-profit industry. Experience in fundraising related databases and software. Experience with the non-profit sector. Previous experience in supervising database migration and setting up a Contact Relationship Management (CRM) system. Previous experience in project management. Previous experience in managing agencies / vendor. Experience in data analysis and segmentation.

Qualifications

High school diploma or Bachelor or equivalent or higher. Certificates and/or Licenses: Public Administration, Business Administration, Economics, or other related field.

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