Hardship Level (not applicable for home-based) A (least hardship)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate Type

UNOPS LICA4

Target Start Date 2023-03-15-07:00

Job Posting End Date March 10, 2023

Terms of Reference 1. General Background
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.

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 have developed a $1 Billion Private Sector Fundraising Strategy 2018-2025. This strategy focuses on both Individual Giving and Private Sector Partnerships and identifies 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 a 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 per year to UNHCR.

The incumbent will support the donor care team in the management and retention of 5000 regular donors. He/She will also support in the development of a meaningful and engaging donor journey, as well as fund-raise through phone and email to secure upgrades, reactivations, and additional gifts in line with the overall target of the team.

2. Purpose and Scope of Assignment
Under the supervision of the PSP IG Officer, the individual contractor will assist in the following:

• Conduct Outbound donor care and fundraising calls with F2F Donors such as Welcome Calls, Reactivation Calls, and Upgrade Calls.
• Respond to Donor Requests and Inquires.
• Manage donor data and fundraising software and databases, including the import and systemization of data across different software, and the logging of all donor communication in CRM.
• Raise funds for UNHCR campaigns through different channels of communication such as phone, email, and WhatsApp.
• Create, analyze, and submit reports that are essential to the donor development journey and performance measurements such as reports on target, supporter attrition, and fundraiser performance.
• Support the planning and execution of events for existing F2F donors.
• Support the planning and production of creative content aimed at engaging existing F2F donors.
• Liaise and demonstrate initiative in dealing with donors via telephone and email in
• Respond to various requests for information, change of details, complaints, and refunds when offering donor save options.
• Build sustainable relationships and engage donors and supporters to secure the long-term commitment of supporters, upgrades, and solicit additional gifts.
• Meet and exceed fundraising and donor care targets.
• Perform any other related duties that may be required.

3. Monitoring and Progress Controls

• Meet the fundraising target of each campaign in both income and number of donors.
• Meet the KPIs set for the pool of donors the agent is contacting, Retention rate, average donation, upgrade percentage, second gift percentage

4. Qualifications and Experience
a. Education

• Completion of Secondary education with certificate/training in Business, marketing, Digital marketing, communication, social media or other related field.

b. Work Experience

• Minimum 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher
• Previous experience in working on social media platforms (writing, creating content, posting, answering people).
• Scripting - capable of tailoring the script (Arabic and English) based on each conversation and the ability to have interactive (not lecture-style) conversations.
• Experience in donor care and fundraising, relationship managment or customer service.
• Demonstrated experience working with Customer Relationship Management (CRM) such as salesforce.
• Strong understanding of the philanthropy landscape and culture in the Gulf.
• Strong passion for refugee affairs, and for UNHCR\xe2\x80\x99s work
• Fluency in written and spoken Arabic language is Essential and the candidate should have excellent command over the English language.

c. Key Competencies

• Emotional Intelligence and good communication \xe2\x80\x93 able to communicate the passion and the urgency of their proposition and trigger inspiration and empathy (strong story-telling techniques are desired)
• Effective Objection handling \xe2\x80\x93 able to acknowledge objections and deal with rejection without becoming discouraged
• Cultural awareness and sensitivity \xe2\x80\x93 ability to adequately respond to and interact with the nuances of the Gulf culture and communities
• Awareness human rights and humanitarian principles
• Self-driven with a positive attitude, professional, reliable and punctual
• A team player and driven by numbers and targets

Standard

Required Languages

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Desired Languages

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Additional Qualifications

Skills

Education

Certifications

Work Experience

Other information Fluency in Arabic and English is a must
Candidate should have a valid residency in the UAE or a National of the UAEThis position doesn\'t require a functional clearance

UNHCR