Individual Giving Associate

UNHCR, the UN Refugee Agency•Toronto, ON

9d•Onsite

About The Position

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 PSP Individual Giving Associate contributes to the IG team development, providing effective leadership and technical expertise to enable the team 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.

Requirements

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.
Knowledge of English and UN working language of the duty station if not English.
Accountability
Communication
Organizational Awareness
Teamwork & Collaboration
Commitment to Continuous Learning
Client & Result Orientation
Applicants must be resident in and eligible to work in Canada when applying.
To be eligible to work in Canada, applicants must have one of the following legal statuses: Canadian citizen OR a (valid) Permanent Resident of Canada OR authorization in writing to work in Canada under the Federal Immigration Act (valid work permit).
PS-Direct Marketing and Direct Response Fundraising
PS-Private sector fundraising and partnerships
PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc.
CO-Cross-cultural communication
CO-Drafting and Documentation

Nice To Haves

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.
Bilingualism in French would be an asset to this role.
French

Responsibilities

Assist in developing 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.
Contribute to the drafting of submissions to the National Growth Fund related to IG programs to secure funding to increase and diversify donor base.
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 as well as manage regular communication with IG Fundraising Unit and major donor program.
Assist in the supervision of the donor database management and any activity related to the donor data care, ensure data entry accuracy and provide analysis of data upon request.
Work to develop cross channel fundraising campaigns such as F2F, Digital, DRTV, Multichannel, Direct mailing, etc. and in particular for: a) Face to Face
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 according to UNHCR policies on financial management, sustainability and best value.
Manage relations with partners, contractors and suppliers to implement the program(s).
Diversify Face to Face models, suppliers and channels (i.e. Door to Door, B2B, etc.) in order to reduce the risk of dependency.
Develop high quality of data monitoring in order to analyse all performances per frontliner, per city, per team, per area, per location etc… in order to make the programme data driven.
Develop guidelines, manuals and policies to ensure a solid Face to Face programme (in-house model) led by best practices.
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 in order to acquire new locations, to keep and upgrade the existing ones.
Manage and support the creation of marketing briefs in order to create specific Face to Face campaigns based on improving the connection between the donor and the cause.
Ensure workforce (in-house model) is managed, inducted and trained in accordance with UNHCR/PSP’s needs, policies and procedures in order to build Face to Face marketing competencies.
Assist in proactively line manage the Face to Face team (in-house model), ensuring team(s) has clear objectives and targets set out and understood and that they fully comply with UNHCR/PSP policies and procedures.
Manage performance of each team member (in-house model), putting improvement and development plans in place where and when required: drive a dynamic, flexible and positive working culture and ensure relevant information, databases and records are kept accurately and up to date.
Assist in the procurement process for all supplier relationships linked to new agencies or suppliers.
b) Digital, DRTV and Multichannel
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, ensuring that they are aligned with annual objectives and plan.
Manage the relationship with external suppliers (such as copywriters or digital designers), providing digital campaign briefing to the external suppliers and providing feedback on digital media plans, working with all required suppliers to get advertising tracking in place, ensuring campaigns are executed and managed to target.
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 to ensure that all new acquisition targets are met or exceeded.
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, including quarterly reports, mid-year and year end reports.
c) Cold Mailing
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 to contribute to the realization of each single acquisition activity as per annual plan.
Ensure the production process of each DM activity is carried out in line with planned timing, quantity and quality of service and coordinating with the suppliers all technical aspects of the production process.
Assist in supervising donors’ data extraction from the database to secure names file delivery to suppliers.
Assist in checking and approving the executive printing files, laser draft and packaging.
Develop campaigns reporting systems and setting report templates to monitor supplier performances.
In case of emergency, develop and implement production procedure.
Assist in negotiating with suppliers to keep production costs at lowest level ensuring the best quality possible.
Work on other direct marketing acquisition activities if requested (i.e. inserts production, press ad, take ones, etc…)
Work to develop cross channel donor cultivation activities to maximise acquisition investment and improve donor Life Time Value (LTV), such as:
Assist in defining and supervising a data strategy.
Execute donor journeys according to planned schedule, conduct testing among journeys, implement donor engagement activities, fostering a donor centric culture and communication.
Develop, monitor and review supporter experience initiatives and retention program performance.
Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans including legacy marketing.
Execute 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.
Maintain and execute the annual email communication plans as part of the donor development strategy and ensure that this is fully integrated with offline campaigns such as Direct Mail and other digital channels such as SMS and DRTV.
Liaise with external agencies/consultant on email marketing performance optimization including the design of new email templates and email assets.
Develop email marketing segmentation strategies and data selections aimed at delivering highly personalized and tailored email communications to increase existing supporters’ retention and income.
Oversee the development and implementation of donor retention communication materials and activities for existing donors and for emergency appeals.
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 and remain up to date with all relevant charity law, regulations, and codes of practice.
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, including Q&A documents, necessary to handle any in-bound donor communications resulting from the donor development activities.
Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility.
Ensure decision making in risk based in the functional area of work.
Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
Perform other duties as required.
Build and maintain strong relationships with existing donors, and prospective donors, ensuring regular communication and personalized engagement leading to enhanced donor satisfaction and loyalty
Serve as the primary point of contact for donor inquiries and concerns, promptly addressing any issues and providing excellent customer service
Manage inputs into donor database, ensuring accurate and up-to-date records of donor interactions, contributions and preferences
Manage a team of two donor care assistants to ensure all donor care responsibilities are handled in a timely manner
Ensure donor care team members are trained and supported in their roles including performance monitoring and pursuit of growth opportunities
Analyse donor data and fundraising performance metrics to access the effectiveness of donor relations efforts, identify areas for improvement and provide monthly report on donors’ feedback to the rest of the team.
Manage tax receipting process on an annual and bespoke basis identifying areas of improvement and growth
Manage inhouse reactivations efforts for monthly donor file, including monthly expiration and decline emails and reactivation calling
Collaborate as integral part of the fundraising team to help create compelling fundraising campaigns
Collaborate with other departments and stakeholders to ensure alignment of donors relations efforts with overall organization priorities
Manage office inventory to ensure that all inventory needs are handled for the office and for our external vendors for tax receipting and donor service letters.
Maintain and create updated FAQs to external vendors and the UNHCR donor care team. To also ensure that the donor care page on the website is up to date and reflects donors’ preference.
Assist data team and fundraising team in migration to new CRM (Salesforce), ensuring all donor requirements are met
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 to improve and grow the proficiency of the donor relations team and to develop strategic improvements for overall donor care interactions
Perform other duties as required.