PSP Assistant (Donor Development)

Hardship Level (not applicable for home-based)

A (least hardship)FamilyUNOPS LICA42024-03-01January 31, 20241. General Background

The Private Sector Partnerships (PSP) unit at UNHCR is tasked to maximise UNHCR’s engagement with the private sector to mobilise support and resources for the refugee cause. In the Philippines, the PSP team started in 2014 and has since engaged over 43,000 individual donors contributing a total of~ US$9M by the end of 2021.

As a long-term market, the Philippine PSP team will contribute to the global goal to increase UNHCR’s supporter base and build a sustainable funding stream from Filipinos while also increasing the level of
awareness on the plight of refugees, stateless and internally displaced persons in the Philippines and all over the world. The Individual Giving (IG) programme is the lifeline of PSP’s operation in this market. We aim deliver the best-in-class donor engagement experience to our hard won supporters motivated by a
meaningful journey to be loyal and long-term givers.

UNHCR is now looking for a highly motivated and self-driven professional with proven track record in customer service, sales and marketing to enhance supporter experience journeys and growth strategy of the IG programme of PSP Philippines.

2. Purpose and Scope of Assignment

Under supervision of her/his direct supervisor, the incumbent's responsibilities will include

Donor Care

• Manage volumes of inbound donor queries from phone, SMS, email, social media, and third-party
service providers in a timely manner. Log all donor conversations in a CRM in a comprehensible
• way with corresponding action taken and timeline of delivery.
• Identify donors’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Assist in the updating of communication templates and scripts with insights on donor sentiments from donor care

Donor Retention

• Deliver effective negotiation tactics to sustain the long-term commitment of donors
• Offer flexible options for donors in consideration of their motivations in cancelling, their interest to remain in the program, and their current capacity and preference
• Support in the management and regular checks of the donor database to ensure accurate donor information in various donor retention and communication efforts
• Conduct outbound calls to reactivate donors Donor Development
• Employ effective approaches to reinforce long-term giving from donors during emergency and seasonal campaigns.
• Identify relevant and compelling topics for creation of added value content that interests and
engages with different donor segments/personas
• Using available tools, monitor, draw insights and analysis from different personas to derive long
term value from donors.
• Seize opportunities to pitch (upgrade or cross sell) when they arise.
• Build sustainable relationships and engage donors and supporters by taking the extra mile.
• Work with appropriate members of the PSP team to effectively track supporter attrition,
develop strategies to reduce it and maximize the net long-term value of IG donors.
• Conduct outbound calls for various cross-selling and upselling campaigns
Administrative Support
• Serve on cross functional project teams as required ensuring PSP’s interest and needs are represented.
• Perform other duties as required.

3. Monitoring and Progress Controls

Donor Retention Donor Development Donor Care
Contact Rate 80% 35% Ave of 30 requests
Conversions/Saves 50% 8% resolved per day
Reactivation 4% 4% and/or average
response/
turnaround time of
1 day

Monitor and analyse performance ensuring that all targets and key performance indicators are met or exceeded and ensuring optimal quality assurance.

4. Qualifications and Experience


a) Education
High School Diploma or University degree in Sales and Marketing, Communications, or, or any
related field.

b) Work Experience
• Minimum one year (1) of relevant experience for high school diploma or no experience for Bachelor degree or higher, experience preferably in a similar position in the non-profit sector

• Proven ability to speak and write in English and Filipino
• Experience with fundraising/telesales/marketing/customer service
c. Key Competencies
• Innovation and Creativity
• Communication skills
• Planning and Organising
• Political Awareness

 

Standard Job Description

Required Languages

Tagalog

,

,

Desired Languages

,

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Additional Qualifications

Skills

Education

Certifications

Other information

This position doesn't require a functional clearance