Fundraising Officer

**Job no**: 570072

**Contract type**: Fixed Term Appointment

**Duty Station**: Kuala Lumpur

**Level**: NO-2

**Location**: Malaysia

**Categories**: Partnerships, Fund Raising

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

**For every child, **_hope_**

Together with the Malaysian government and others who are truly passionate about child rights, UNICEF works in Malaysia to ensure every child has the opportunity to grow healthy and happy; live safely; and achieve their full potential.

With the Convention on the Rights of the Child, the Sustainable Development Goals, and the 11th Malaysia plan as our guides, we endeavor to change minds, change policies, and in turn change the lives of all children in Malaysia.

**Organizational Context**
- The Malaysia Country Office saw exponential growth in number and income of Pledge Donors in the last 5 years. It is expected that by the end of 2025 Malaysia Country Office will have an estimated 200,000 Pledge Donors contributing to both Country Programme and Global Regular Resource funds. It is the objective of the office to develop internal resources, skills and experience to maximise payment approval rates for newly recruited and existing pledges to ensure collection of donations (income) continues from Private Fundraising Sector through efficient use of tools, systems and processes.

The position of Donor Care Officer at the NO-B/NO-2 level in the Malaysia Country Office (MCO), in the section of Private Sector Fundraising & Partnerships, reports to the Fundraising Specialist (Retention), which is at the NO-C/NO-3.

**Purpose of the Job**
- Under the supervision of the Fundraising Specialist (Retention), the incumbent will be responsible to maximize the retention and satisfaction of active donors through the implementation of a Omnichannel Donor Care strategy that ensures that donors receive a friendly, professional, and consistent high-quality service, that will impact the retention and value maximization results. The incumbent will also be responsible to implement the value maximization and saving strategies to maximize pledge and cash income and minimize cancellations.

**How can you make a difference?**

**1. Develop and implement a Omnichannel Donor Care strategy to increase donor retention and satisfaction**
- Provide the annual work plan and budget for the Omnichannel Donor Care strategy.
- Deliver a top-quality donor care experience, coordinating the donor interactions with internal and external stakeholders.
- Design and build donor communications that simplify, smooth and speed up experience.
- Serve as architect of best-in-class campaigns and other omnichannel initiatives.
- Identify and map out the donors’ routes across channels, identifying gaps, inconsistencies and making improvements where possible.
- Map current available channels and potential new channels to include in the communication and work towards implementation.
- Identify the content objectives and desired outcomes of each communication point and donor triggers.- Optimize omnichannel engagement decisions & personalization by working with the Marketing Services Unit in the content by providing clear content & messaging objectives in each step, and how these need to be adapted for different channel types- Work with IT to ensure that the tools, data, and architecture supports the capabilities needed to deliver successful omnichannel campaigns.-
- Constantly test on methodology to challenge and improve Omnichannel activities.**2. Manage and implement Donor Care, Value Maximization and Saving strategies and campaigns**
- Provide annual work plan and budget for the Value Maximization and Saving activities which include Upgrade, Cash Appeal and On-hold (savings) campaigns.
- Achieve the results and always look to optimize the campaigns.
- Define KPIs, build accurate reports and present results regularly to senior management and the wider team along with recommendations and actions to take.
- Manage internal and external teams to achieve the results.
- Analyze donor data and results and identify opportunities to develop new activities.
- Build a close relationship with all stakeholders, especially agencies, to ensure a smooth and organized operation.
- Chair bi-weekly / monthly meetings with internal or external stakeholders to ensure on-going commitment on the deliverables.
- Identify ways to improve on processes and ensure implementation is successful.
- Become proficient in the use of the systems related to the functions.

**3. Work closely with Business Intelligence and Donor Journey teams to ensure smooth and efficient processes and donor satisfaction increase**
- Build a close working relationship with