Avis de recrutement : UNICEF recrute un(e) Responsable de la collecte de fonds, télémarketing.

 

 

 

 

 

 

 

The Fund Raising Officer will have the following duties and responsibilities:

1. Implementation of telemarketing donor acquisition and retention and legacy campaigns

  • Working with the Individual Giving Sr. Officer and the Donor Acquisition Officer, lead the development, roll-out, and day-to-day supervision of donor acquisition TM campaigns (e.g., lead generation, direct-to-pledge, tactical or seasonal acquisition and conversion campaigns)
  • Working with the Individual Giving Sr. Officer and the Donor Retention Officer, lead the development, roll-out, and day-to-day supervision of and donor retention TM campaigns [such as renewal, reactivation, upgrade, value maximization, and donor care service]
  • Working with the Major Donors Sr. Officer, lead the development, roll-out, and day-to-day supervision of legacy campaigns, as necessary
  • Oversee TM back-end structure and campaign fulfillment for any new campaign initiatives
  • Monitor daily TM billings and concerns and respond accordingly
  • Organize briefings and trainings to TM agencies and in-house donor care personnel for any campaigns, emergencies or special events

2. Quality performance monitoring for telemarketing fundraising

  • Lead the development of plans for telemarketing QA for the in-house team and third-party agency/ies, in cooperation with the relevant officers for donor acquisition, retention, major donors and individual giving
  • Ensure that all aspects of the TM program — from script development to simulation to live calls to donation fulfilment to donor data processing—adhere to QA standards and support KPIs
  • Monitor daily, weekly, monthly performance of TM campaigns including but not limited to reach rate, conversion rate, fulfilment rate, average gift, call capacity, agent performance, and ROI.
  • Ensure income and telemarketing targets are met according to the work plan and budget.
  • Work with the IG team to ensure the TM program is data-informed and data-driven.  Present reports on TM operations regularly and provide recommendations related to enhancements in areas of telemarketing that need improvement or optimization.

3. Operations oversight: Lead and provide operational support to agencies, contractors and suppliers engaged in telemarketing operations and ensure that they perform to high standards. Whenever necessary, recommend/ propose changes and modifications [in cooperation with the relevant officers for donor acquisition, retention, major donors and individual giving] to various aspects of TM operations consistent with the overall strategy and objectives of the PFP section.

4. Donor Support/ Customer Service Hotline

  • Oversee the inbound telemarketing service provided by in-house customer service and by third-party telemarketing agency.

Ensure end-to-end quality customer service. Provide, when necessary, customer support such as addressing donor inquiries, requests and/or complaints via mail, email, phone, social media, etc.; escalate inquiries to the appropriate supervisor for further action.

Qualififcation

  • A University degree in any of the following:
    • Business, Marketing, Management, Research/Statistics, Communication, Arts, Social Sciences, or a related field.
  • At least two (2) years relevant work experience in the telemarketing/BPO industry at junior management level or higher) is required.
  • Additional experience in sales & marketing, fundraising/resource mobilization, customer service, public relations, account management, brand management, business development or other related fields will be considered an asset
  • Experience in the latest developments in contact center customer relationship management and supporter engagement is highly desired.
  • Strong skills in Microsoft Excel desired.
  • Candidates should also possess or demonstrate:
    • Strong interpersonal skills
    • Strong organizational and planning skills
    • Strong communication and presentation skills
    • Analytical thinking
  • Fluency in English and Filipino is a requirement, both oral and written.

Application deadline : February 10th, 2023

Apply here