Associate PSP IG Officer (Donor Care & Development)

Full Time, onsite
UNHCR
Kuala Lumpur, Malaysia

Salary undisclosed

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Hardship Level (not applicable for home-based)

A (least hardship)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate Type

UNOPS LICA9

Target Start Date

2024-12-01

Deadline for Applications

November 3, 2024

Terms of Reference

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.
Reporting directly to the head of the PSP Unit in Malaysia, the Associate PSP Officer drives the work of the Donor Care Development Team responsible for maximising the income generated from the donor base through all donor retention, development and engagement activities. The incumbent is also responsible for the management of the supporter customer relationship management system. This senior position also has a key role to play in the strategic planning process and budget management.
Since there is a dedicated donor acquisition team in the PSP Unit in Malaysia to manage donor acquisition programme through several channels, this role will focus on Existing Donors - related duties while collaborating with the acquisition function closely.

2. Purpose and Scope of Assignment

Contribute to the development of fundraising strategies and products for diverse fundraising activities that serve to recruit and retain loyal individual donors, moving them through a donor journey that builds a lasting connection with UNHCR in order to maximize lifetime value and return on investment.

Embed digital transformation and supporter experience across all Individual Giving activity in line with the global strategy.

Identify and develop new opportunities for Individual Giving, in both donor acquisition and donor development.

Increase both monthly and one-time donations from individuals using various online and offline channels including direct mail, face-to-face fundraising, telemarketing, digital fundraising, direct response television, lead generation and emergency fundraising, with the aim of maximising income per donor.

Develop strong middle level donor and monthly giving programs.

Work closely with the major donor team to identify and migrate potential major donors.

Develop and manage legacy marketing to the Individual Giving audience.

Increase donor understanding through ongoing research and analysis creating segmentation strategies for "one too many" marketing activities.

Manage relations with partners, media, contractors and suppliers for PSP programmes and supervise the Individual Giving team in their contact with external partners.

Manage the PSP donor database producing ongoing analysis and monitoring PSP campaign results, and providing research on current donors and potential donors to inform future digital and direct marketing activity.

Develop and monitor all key performance indicators and analysis to support and inform the Individual Giving strategy and its implementation.

Prepare submissions to the National Growth Fund related to the Individual Giving programme to secure funding to increase the donor base of private sector.

Supervise and monitor PSP expenditure/budget and income recording and reporting for the Individual Giving programme.

Recommend and oversee any new market entry and analyse the competitive environment (Key Performance Indicators) to monitor PSP performance and make recommendations to management.

Provide training and development for Individual Giving team members.

Ensure the compliance with the relevant domestic law related to fundraising practice, fundraising licencing and data protection.

Facilitate the engagement of Senior UNHCR staff members in the Bureau, Representative Office, National Partners and relevant entities in HQ to support PSP activities and donors.

Develop and support actions aimed at strengthening the relationship between PSP and other UNHCR divisions.

Perform other related duties as required.

3. Monitoring and Progress Controls

Income and expenses reports – monthly, quarterly and annually

Fortnight status meeting

KPIs set and reviewed for each channel

4. Qualifications and Experience

Education

3 years relevant experience with Undergraduate degree; or 2 years relevant experience with Graduate degree; or 1-year relevant experience with Doctorate degree in Business, Marketing, Political or Social Sciences or other relevant field.

b. Work Experience

Essential

Relevant professional experience in Private Sector Fundraising and Partnerships with exposure to an international environment and/or with humanitarian organizations. Proven ability to meet fundraising targets, possess required expertise and up-to-date knowledge in donor acquisition channels including Face-to-Face and Online, donor retention and donor development methods. Possess required expertise and up-to-date knowledge in donor retention and development using digital, mail and telemarketing. Experience with emergency fundraising and monthly giving. Experience in developing and implementing cohesive, innovative, aggressive and integrated direct response strategies that have resulted in measurable and significant growth in net revenue and donor base. Experience with writing annual plans and budgets, and with fundraising reports, analysis and KPIs. Experience with fundraising-related databases and software. Demonstrated ability to work independently and to motivate others. Excellent donor and vendor communications/relations. Preparing and implementing plans and developing plans for annual income growth as well as in strategic planning. Major existing and new marketing techniques including direct marketing and direct response fundraising, monthly donor programmes including face-to-face and DRTV. Maximizing individual donor life-time value through implementation of a tested donor communication cycle. Telemarketing, middle donors, legacy and digital fundraising. Developing material for direct response either in direct marketing in a not-for-profit or as an account manager in a direct marketing consultancy. Managing the production of fundraising materials from creative and design to production, print and delivery.

Desirable

Possess required expertise and up-to-date knowledge in existing and new PSP donor acquisition channels including Mail, DRTV and Press. Experience with middle level giving and legacy marketing. Thorough knowledge of UNHCR operational arrangements, its relief and protection programmes, the funding needs and priorities. Another relevant UN language. International not-for-profit experience and fundraising for a humanitarian cause. Exposure to UN system with particular focus on fundraising activities for humanitarian causes (ideally field exposure). Excellent analytical and conceptual skills and strong communication and presentation skills. Analytical and creative thinking ability. Good communication and strong interpersonal and negotiation skills. Proven ability to deal with multiple tasks/projects.

c. Key Competencies

Language Requirement:

Proficiency in English essential and Chinese desirable

Core Competencies:

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies:

Empowering and Building Trust

Managing Performance

Managing Resources

Cross-Functional Competencies:

Analytical Thinking

Planning and Organizing

Change Capability and Adaptability