Face-to-Face (F2F) In-House Consultant

UNHCR, the UN Refugee Agency, launched Private Sector Partnerships (PSP) activities in Malaysia in 2017 with the aim to secure financial contributions from individual donors, corporations, and foundations. The development of this market was taken to broaden the organization's supporter base and establish a sustainable source of income from the private sector within Malaysia. Ultimately, this will enable UNHCR to offer even greater support to refugees and other persons of concern, currently benefiting over some 190,000 refugees in Malaysia.

As part of the strategic planning, one of the key objectives for the period is to build the F2F (Face-to-Face) Fundraising in-house team to a small team size of 10-15 headcounts in 2026, then to expand the operation up to 20-30 headcounts or more in the following year. This strategic priority would also serve as a continuous effort to diversify F2F risk from relying on external agencies.

Under the supervision of PSP Officer, the In-House Face-to-Face (F2F) Donor Acquisition Consultant will support the F2F team in strengthening and scaling UNHCR Malaysia's in-

house F2F fundraising operations. The aim is to establish the in-house F2F channel as a key method for acquiring regular pledge donors, contributing significantly to the overall fundraising strategy.

The consultant will bring technical expertise in F2F fundraising, offering strategic guidance on donor recruitment techniques that enhance income generation, donor quality, and life-time value (LTV). A strong emphasis will be placed on building a high-performing in-house team capable of delivering sustainable results and a solid return on investment (ROI).

As part of this assignment, the consultant is expected to lead the expansion of the in-house team and provide hands-on support in managing its operations. A critical component of the role will be mentoring and developing a competent national F2F In-House Coordinator who can assume leadership responsibilities upon the conclusion of the consultancy.

Ultimately, the purpose of this consultancy is to build internal capacity within the local team, ensuring the long-term sustainability and success of UNHCR Malaysia's in-house F2F fundraising program.

Duties and responsibilities

(1) Leading in-house team to achieve results.

The role is responsible for leading the in-house Face-to-Face (F2F) fundraising team to achieve donor acquisition targets while fostering a positive and high-performance work environment across both field and support functions. The incumbent will work closely with PSP Officers and the F2F team to develop short- and long-term strategies, design and continuously improve team structures, training, KPIs, and operational processes. This role also focuses on inspiring and managing fundraisers and team leaders to deliver consistent results, while ensuring high-quality donor acquisition with strong emphasis on retention, lifetime value, and return on investment.

(2) Training and Performance Development.

The role is responsible for designing and delivering a structured training and development framework that supports fundraisers from onboarding through to high performance. This includes implementing comprehensive onboarding and continuous learning programmes, establishing clear performance benchmarks, and using data-driven insights to strengthen individual and team outcomes. The incumbent will integrate motivational strategies, collaborate closely with team leaders to reinforce learning through field practice and feedback, and, when required, provide hands-on field support to model best practices in donor engagement and acquisition.

(3) Performance Management.

The role oversees the monitoring and reporting of team performance while strengthening the performance management capabilities of fundraisers and team leaders to ensure high-quality donor acquisition and optimal return on investment. Responsibilities include setting and tracking annual performance indicators aligned with PSP targets, conducting quarterly performance reviews, and providing structured guidance during one-on-one sessions to link performance metrics with behaviors and donor outcomes. The incumbent will categorize fundraisers by performance levels, implement targeted support for low performers, and recognize and motivate high performers to drive continuous improvement, retention, and leadership development.

(4) Capacity Planning and Building.

The role focuses on developing local talent and ensuring the long-term sustainability of the in-house F2F operation through structured capacity planning and targeted talent development initiatives. Responsibilities include designing transparent promotion criteria and career pathways, identifying and grooming potential successors through data-driven performance analysis, and collaborating with managers to address talent and knowledge gaps via training, coaching, and development opportunities. The incumbent will also establish and maintain a capacity planning framework to support staffing forecasts, succession planning, and operational continuity.

(5) Internal Communication.

The role is responsible for fostering a collaborative, values-driven work culture that reflects UNHCR's core principles while supporting change initiatives aligned with fundraising objectives. The incumbent will work closely with supervisors, fundraisers, and team leaders to embed organizational values, promote innovation and evidence-based decision-making, and communicate change initiatives effectively. Additionally, the role will identify and test initiatives to enhance employee engagement and satisfaction, and design inclusive activities that strengthen collaboration across fundraising, back-end support, and PSP teams to drive shared purpose and performance.

(6) Strategic coordination and implementation (Fundraising operations).

The role oversees end-to-end operations of the in-house face-to-face fundraising program, ensuring efficient execution, compliance with SOPs, and strong coordination with UNHCR support teams. It involves operational planning, recruitment, training, site management, expense oversight, and risk mitigation, while supporting campaign and product delivery with a focus on donor experience and acquisition quality. The incumbent also manages field coaching, staff engagement, back-end efficiency, and resource alignment to optimize performance, morale, and return on investment.

In order to be considered for the position, candidates must meet the following eligibility criteria:

• The consultant is expected to play a leadership role for the in-house team in fulfilling the deliverables and targets during its initial development stage.
• The consultant is expected to be actively present on the F2F field as necessary to support team performance and ensure operational excellence.
• The consultant will make his/her own arrangement for accommodation and transport to and from the office.
• A workplan detailing key initiatives will be drafted, discussed and agreed upon arrival and will be adjusted if needed. The workplan minimum targets have already been set in the Private Sector Planning (PSP) projections.
• Payments in ringgits will be done on a monthly basis after review of the work plan and upon completion of the deliverables as certified by the Supervisors.

Minimum qualifications required

In order to be considered for the position, candidates must meet the following eligibility criteria:

• A minimum of 5 years of professional managerial experience in a leadership role of managing F2F field operations, with proven track records success and growth, demonstrated ability to managing a small to medium team size of 5 – 30 fundraisers.
• Experience in setting up and implementing organisational structure, performance management system and capacity building programme.
• Experience in analysing results and basic data for decision making.

It is a full-time role with working hours starting from 9.00am to 5:00pm Monday to Friday (40 hours per week). The successful candidate will be assigned to support the team in duty station Kuala Lumpur, Malaysia, and expected to actively be present on the F2F field as necessary.

This position will be engaged under an external consultancy contract and is not considered a staff role within the organization.

The organization will assist the consultant in securing the necessary employment pass or visa to perform duties in duty station.