PSP Assistant (Donor Communications)

Hardship Level (not applicable for home-based)

A (least hardship)FamilyUNOPS LICA42025-01-01December 9, 2024Operational Context

UNHCR is the UN Refugee Agency and takes the lead in providing international protection for 100 million refugees and displaced people worldwide. An unprecedented 70.8 million people around the world have been forced from home. Among them are nearly 25.9 million refugees, over half of whom are under the age of 18. In a world where nearly 1 person is forcibly displaced every two seconds as a result of conflict or persecution, our work at UNHCR is more important than ever before.

Number of refugees and other persons of concerns hosted in Indonesia is of 12 thousand beneficiaries registered by UNHCR in Indonesia and will provide a relevant theme for PSP messaging and to seek financial support for UNHCR programs in Indonesia and international situations. PSP activities will also contribute to raise UNHCR brand awareness in Indonesia and improve public perceptions on refugees.

Under the supervision of the PSP Officer, the objective of this position within UNHCR Private Sector Partnerships (PSP team) in Indonesia is to designs, implements, and develops the donor Communications and Engagement Program of PSP Indonesia to strengthen donor loyalty, assume an advisory role for both Individual Giving program to maximize life-time value of respective donor segments, ensuring that they implement the donor communication and engagement programme effectively and efficiently with a donor centric approach


Key Objective

• Support Senior PSP Assistant Donor Comms design content for Individual giving and PPH to make fundraising appeal to targeted donors
• Work with Senior PSP Assistant Donor Comms to produce regular donor reports to enhance donor retention and loyalty
• Work with Senior PSP Assistant Donor Comms for Implementation of different communication tactics to different segments of donor according to their specific donation behaviours
• Work closely with Individual Giving team to design and implement right donor engagement strategy to coherently engage and drive value for our donors, by taking the insights from different donor's personas and donation behavior analyzed;
• Liaise, monitor and review outsourced vendor services performance such as Direct Marketing services, printing services, editorial and translating services etc.;
• Working with PSP team to ensure donor communications are properly produced and delivered according to schedule with effective messaging;
• Work with PSP Officer and Senior PSP Assistant Donors Comms develop innovative ideas in donor communications and fundraising appeals to raise fund among existing donors as well as improve donor engagement;


Monitoring and Progress Controls

• Promote UNHCR campaign goals and objectives to engage active donors and supporters

Qualifications and Experience

a. Education (Level and area of required and/or preferred education)

Completion of High School Diploma or University degree in Marketing, digital marketing, Communications, or related field  

b. Work Experience

Minimum 1 year of experience for high school diploma, and 0 year of experience for Bachelor’s degree. Experience in communication in a corporate, NGO (ideally, international NGO) or UN agency environment is an asset.

c. Key Competencies
     
- Experience of copywriting for a range of audiences; proven ability to write about complex issues clearly and effectively.
- Commitment to the importance of the customer journey and proven track record in related areas
- Experience in designing and delivering marketing communication strategies through customer or donor loyalty programs
- Well-developed verbal and written communication skills
- Fluent in MS Word/Excel/PowerPoint or equivalent Open Office software.
- Fluent in spoken and written English and Bahasa Indonesia.
- Analytical skills, excellent attention to detail, accuracy.

 

Standard Job Description

Private Sector Partnerships Individual Giving Assistant

Organizational Setting and Work Relationships

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 $10.000 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR.

The PSP Individual Giving Assistant contributes to the IG team development, providing technical expertise and operationality to enable the team to operate to their full potential.

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.

Duties

General

• Work on the implementation of the acquisition, donor retention and development programmes as per approved annual plan(s).
• Work on donor servicing and communications to provide a best-in-class donor care with best practice standards (welcome, information, thank you letters, donor monthly newsletter, in-bound and out-bound donor emails and calls, complaints, etc.).
• Work on campaigns such as upgrade, conversion, acquisition, welcome, recapturing, loyalty, thank you, one-off calls, marketing research, upgrade middle donors, middle donors one-off and others.
• Monitor and report on progress against the work plan, expenditure, budget and targets.
• Work on the donor database management and any activity related to the donor data care, ensuring data entry accuracy, and provide analysis of data upon request.

Donor Acquisition

Work to develop cross channel fundraising campaigns such as F2F, Digital, DRTV, Multichannel, Direct mailing, etc. and in particular for:

 a) Face to Face

• Assist in working with partners, contractors, and suppliers to implement the program(s).
• Assist in working on high quality of data monitoring to analyse all performances per frontliner, per city, per team, per area,

per location etc… in order to make the programme data driven.

• Work on the drafting of guidelines, manuals, and policies to ensure a solid Face to Face programme (in-house model) led by best practices.
• Work on location strategy to acquire new locations, and to keep and upgrade the existing ones.
• Support the drafting of marketing briefs to create specific Face to Face campaigns based on improving the connection between the donor and the cause.
• Work as requested in the procurement process for all supplier relationships linked to new agencies or suppliers.

b) Digital, DRTV and Multichannel

• Assist in preparing the online content as well as in implementing digital marketing and fundraising campaign initiatives.
• Assist in implementing lead generation programmes (including telemarketing) with channels integration to maximize ROI.
• Assist in the procurement process for all supplier relationships linked to new donor acquisition through digital channels.
• Assist with reporting related to digital fundraising, including quarterly reports, mid-year, and year end reports.

c) Cold Mailing

• Assist in the production process of each DM activity in line with planned timing, quantity and quality of service and coordinating with the suppliers on all technical aspects.
• Work on donors’ data extraction from the database to secure names file delivery to suppliers.
• Work on campaigns reporting systems and setting report templates to monitor supplier performances.
• In case of emergency, assist in developing and implementing production procedure.
• Work on other direct marketing acquisition activities if requested (i.e. inserts production, press ad, take ones, etc…)

Donor Retention and Development

Work to develop cross channel donor cultivation activities to maximise acquisition investment and improve donor Life Time Value (LTV), such as:

• Work on donor journeys according to planned schedule, conduct testing among journeys, implement donor engagement activities.
• Work on supporter experience initiatives and retention programs continuously assist in fine tune and customize existing approaches.
• Support in donor development communications plans and fundraising activities, such as newsletter and special appeals.
• Assist in liaising with external agencies/consultant on email marketing performance optimization including the design of new email templates and email assets.
• Work on donor retention communication materials and activities for existing donors and for emergency appeals.
• Assist in developing the design and production of the donor care materials.
• Work with telemarketing suppliers.
• Work on donor care activities in compliance with requirements of local legislation, regulations, and codes of practice.
• Work on recapturing by emails/mails, thank-you to donors on a regular (weekly/monthly basis).
• Handle any in-bound donor communications resulting from the donor development activities.

• Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
• Perform other duties as required.

Minimum Qualifications

Years of Experience / Degree Level

For G4 - 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher

Field(s) of Education

Not applicable.

Certificates and/or Licenses

Public Administration,                        Business Administration,                                  Economics,

or other related field.          

(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience

Essential

Knowledge or experience in private sector fundraising, sales, client/donor communication, marketing, or journalism. Participation in fundraising campaigns in profit or non-profit industry. Ability to maintain databases and software in fundraising.

Desirable

Understanding of the non-profit sector. Knowledge of database migration and setting up a Contact Relationship Management (CRM) system. Project management experience. Vendor management experince.

Experience in data analysis and segmentation.

Functional Skills

PS-Direct Marketing and Direct Response Fundraising

PS-Private sector fundraising and partnerships

PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc.

CO-Cross-cultural communication

CO-Drafting and Documentation

(Functional Skills marked with an asterisk* are essential)

Language Requirements

For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.

For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.

For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

Competency Requirements

All jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.

Core Competencies:

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies:

Judgement and Decision Making

Cross-Functional Competencies:

Planning and Organizing

Analytical Thinking

Technological Awareness

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Required Languages

,

,

Desired Languages

,

,

Additional Qualifications

Skills

CO-Cross-cultural communication, CO-Drafting and Documentation, PS-Direct Marketing and Direct Response Fundraising, PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc., PS-Private sector fundraising and partnerships

Education

Certifications

Business Administration - Other, Economics - Other, Public Administration - Other

Other information

This position doesn't require a functional clearance

Home-Based

No