PSP Associate

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 (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 $ depending on local market conditions, as well as scope of responsibility) per year to UNHCR.

Functionally guided by the Associate PSP IG Officer in the Donor Care and Development Team, this position will focus on developing relevant, engaging and personalized communications to key groups of UNHCR donors to increase loyalty and grow income.

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.

1. Purpose and Scope of Assignment

2. Middle Value Donors

The Middle-Value Donor (MVD) segment is one of the key growth pillars for the donor development channel in the next few years. This role is crucial in cultivating a personalized journey and experience for the high-tier individual giving donor who contribute a dedicated amount to the organization annually. The successful candidate is responsible to identify, engage and build stewardship with the MVD segment. This will help to enhance the donor's lifetime value and support PSP's efforts towards a long-term income growth.

Key responsibilities:

• Work closely with the PSP Officer and Associate PSP IG Officer in the creation of annual plans for the MVD program, to increase revenue and donor's lifetime value.

• Identify the MVD segment within the individual-giving donors and plan on their migration through a proper pipeline program to systematically further upgrade those with potential to the Major Donor programme.

• Collaborate with Major Donor colleagues to ensure movement of donors between MVD and Major Donor programmes is strategic in maximising total donor income and executed effectively.

• Cultivate the MVD segment through building and maintaining a strong relationship with personalized communications through online and offline channels (including but not limited to direct mailers and events, and emails, telemarketing and Whatsapp).

• Work closely with cross-functional teams to plan for programs tailored to the MVD segment. Act as the focal point of communication for this segment.

• Monitor and analyze MVD giving trends, with regular reporting and recommendations to the management team. This includes working closely with the Database and CRM focal point.

• Ensure accurate and timely recording of donor information in the database, adhering to data integrity standards.

• Track key performing indicators and key metrics of the MVD segment, ensuring income from MVD segment is delivered according to the annual plan target.

• Perform other duties as required.

1. Telemarketing

Key responsibilities:

• As the focal point of communication for the MVD segment, the role will be required to carry out mobile communications (Telemarketing, Whatsapp) with the selected segment when necessary.

• Carry out daily coordination and communication with suppliers that support the donor development program via telemarketing channel.

• Provide relevant scripts and deliver required training to telemarketing suppliers so that campaign ROIs are achieved.

• Monitor and evaluate supplier's performance to improve on future campaigns.

• Work closely with the supplier on campaign reporting and analysis of donor development activities under this channel.

• Perform other duties are required.

1. Monitoring and Progress Controls

• Timely execution of donor projects, ensuring that communications planned reach selected segments on time and as defined in the annual plan.

• Key performing indicators and metrics defined for the donor segment campaigns are measured, analyzed and reported timely and accurately to PSP Malaysia stakeholders.

• Work closely with the PSP Officer and Associate PSP IG Officer (Donor Care & Development) towards achieving annual plan target income.

1. Qualifications and Experience

a. Education

• Completion for high school diploma or, the Bachelor is desirable in Marketing, Communications, Journalism, Social Science or other related fields.

b. Work Experience

• Minimum 3 years working experience with high school diploma, or 2 years working experience with Bachelor's degree, or Graduate/Master's Degree as a marketing/customer/fundraising specialist.

• Minimum 3 years of professional experience in fundraising, customer development or telemarketing.

• Proven experience in fundraising is an added advantage.

c. Key Competencies

• Technical knowledge of how to carry out private sector fundraising or business to consumer, donor/customer retention and development.

• Strong copywriting, editing and copy evaluation skills to help draft donor retention communication materials.

• Competent in translating online and offline communication materials.

• Ability to conduct research and identify relevant content for donor/customer engagement communication materials.

• Strong communication and interpersonal skills.

• Proficient in written and spoken English and Bahasa Malaysia. Other additional languages will be an added advantage.

• Customer service oriented and strong problem-solving skills.

• Analytical competencies.

• Attention to details, high accuracy and result oriented.

• Able to work independently and collaboratively in a fast-paced environment.

• Proficiency in MS Office.

• Experience working with direct marketing, telemarketing and email channels in fundraising, customer retention or direct marketing industry (desirable).

• Experience in training fundraising or sales representative in telemarketing agencies (desirable).

• Experience in coordinating day-to-day work of suppliers (desirable).

Standard Job Description

Required Languages

Malay