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