Requête nº: req12088
Intitulé de poste: Head of International Telemarketing
Secteur d’activité: Marketing
Type de contrat: Régulier
Taux d’occupation: Plein temps
Ouvert aux expatriés: Non
Lieu de travail: London, UK
Descriptif du poste
BACKGROUND
Over the past 80 years, the International Rescue Committee (IRC) has developed unparalleled expertise in responding to emergencies and helping uprooted communities to rebuild. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster.
The International Rescue Committee UK is part of the IRC global network, which has its headquarters in New York and London. The IRC is on the ground in more than 40 countries, providing emergency relief, relocating refugees and rebuilding lives in the wake of disaster. Through 22 regional offices in cities across the United States, the IRC also helps refugees resettle in the US and become self-sufficient.
The IRC is committed to a culture of bold leadership, innovation in all aspects of our work, creative partnerships and, most crucially, accountability to those we serve. The IRC is a tireless advocate for the most vulnerable.
IRC-UK
Our European headquarters, IRC-UK, were established in London in 1997 to support the organisation’s global activities and particularly to diversify its donor base and be able to better advocate with European policy-makers on behalf of the people we serve. Since its establishment IRC-UK has grown rapidly and is now acknowledged for its high quality project management, technical expertise in governance and rights and economic recovery, and innovative thinking on early recovery and gender based violence. IRC-UK comprises approximately 120 staff.
In Europe, the IRC also has offices in Berlin, Bonn, Brussels, Geneva and Stockholm.
CONTEXT, MASS MARKETING
As part of the External Relations Unit, the Mass Markets department is responsible for the global delivery of circa USD $65m, of predominantly unrestricted funding, contributing to a total of circa $USD240m that the International Rescue Committee currently raises in total from the private sector, the Mass Markets department plays an important strategic role in the creation of IRC’s brand, awareness and support for its advocacy goals.
The IRC’s strategy centers on its ambition to continue to improve the scale and effectiveness of IRC programs worldwide with evidence of what works best to impact people’s lives in conflict and fragile settings. The fundraising pillars of the External Relations Unit comprises colleagues and teams delivering marketing, account management, leadership gifts, board liaison, corporate partnerships, brand stewardship and communications to support this work. These colleagues are primarily located in the USA at present – but IRC plans to significantly expand its global fundraising footprint. Other colleagues within IRC are also deeply engaged with private funding & partners – in particular within Europe, US Resettlement and field program – and we need to work in close integrated collaboration to ensure best use of resources and highest impact for IRC.
THE PURPOSE OF THE ROLE
As Head of International Telemarketing you work in close collaboration with colleagues across the globe, including with mass marketing country teams, channel specialist, MarComms, Procurement, IT, Legal and Finance etc.
In this role you are a critical focal point in the development and delivery of IRC’s Telemarketing operations to individuals as managed by mass marketing teams around the world.
With the above in mind, you will work to further IRC’s telemarketing operations and in doing so will work closely with colleagues in markets with in-country fundraising; currently the USA, UK, Sweden and Germany, our remote markets and any new mass marketing countries which IRC starts in the future such as for example, South Korea, Spain and Canada.
RESPONSIBILITIES:
- Support and guide colleagues in setting up, managing, optimizing, and expanding telemarketing operations to individual supporters in specific markets on outbound and inbound telemarketing.
- Advise on strategy and tactics on telemarketing across all global mass markets including in-country and remote markets.
- Lead, where appropriate, the setting up and expansion of telemarketing operations for example in new mass markets and remote digital.
- Ensure that telemarketing operations are in line with IRC strategic direction being to focus on the development of sustainer programs (regular giving) and other key segments of supporters such as, for example, mid value donors ($1K-$20K).
- Advise on both acquisition and retention programs including campaigns to convert leads to sustainer and cash donors to sustainer, upgrading donors, reactivation of lapsed, cross sell campaigns (e.g. new products), emergencies, thank you calling programs, and all other telemarketing outreach.
- Partner with individual market leaders and other staff on managing telemarketing RFPs, including supplier identification, requirements, negotiation, and contracting.
- Work in a collaborative fashion across teams and divisions including with colleagues in procurement, IT, Comms, finance and legal.
- Develop where missing – and optimize existing – reporting and analysis on TM activities, ensuring that TM activities are monitored on an ongoing basis and the necessary analysis in place for making marketing decisions.
- Ensure that best practice is imported into IRC so that IRC can be best in class in its TM operations.
- Ensure that TM operation details, reports, analysis, and best practices are shared within IRC.
- Ensure TM campaigns are conducted in synergy across channels, including and particularly with SMS.
- Ensure that the right data sets are collected and stored on the CRM platform (Salesforce), to enable effective TM operations in the future.
Profil
PERSON SPECIFICATION
- Demonstrable professional work experience in telemarketing, ideally within the non for profit fundraising sector.
- Experience in telemarketing for conversion to sustainers, retention, upgrading, cross-sell, saving, reactivation, and conversion.
- Experience in implementing strategies and delivering growth in international fundraising markets.
- Experience in managing sustainer programs via telemarketing.
- Experience in working closely with and managing telemarketing agencies.
- Experience in multi-channel fundraising, including telemarketing.
- Experience in managing complex fundraising programs.
- Experience in using metrics and data to secure organizational support and drive growth and investment as well as those needed to drive the program including KPI, reporting and analysis.
- Experience in organizational problem solving, high performance management in complex but low resource organizations.
Skills and Knowledge
- Critical thinker, able to ask probing clear questions, and drive toward solutions quickly.
- Predisposition towards simple and practical solutions which can be rolled out across multiple markets.
- Strong interpersonal skills; collegial and collaborative.
- Understanding and knowledge of systems and processes required for managing optimized supporter experience programs including databases and platforms.
- Excellent written and verbal communication skills.
- Ability to work independently.
- Ability to work in a multi-cultural environment.
- Entrepreneurial with the ability to rapidly adapt to changing circumstances, while maintaining focus on the end goal.
- Ability to influence others, to liaise with a wide range of people at all levels and across different cultures, and to act with credibility, tact and diplomacy.
#IRC-Europe
The deadline for applications is midnight between Wednesday 10th / Thursday 11th January.
Candidates must have the right to work in the UK.
IRCUK is committed to equality of opportunity and non-discrimination for all applicants and employees.
IRC-UK seeks to ensure we achieve diversity in our workforce regardless of gender, race, religious belief, nationality, ethnic/national origin, sexual orientation, age, marital status or disability.
IRC-UK welcomes applications from all candidates, including underrepresented groups and refugees who have the right to work in the UK.
IRC UK will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application and/or interview process, and for essential job functions if appointed to a role.
Please contact us if you may need such adjustments. If you have any questions or need assistance with the online recruitment process, please contact the UK HR team at applications@rescue-uk.org.