Job Description

UNICEF works in some of the world\'s toughest places, to reach the world\'s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, hope

Together with the Malaysian government and others who are truly passionate about child rights, UNICEF works in Malaysia to ensure every child has the opportunity to grow healthy and happy; live safely; and achieve their full potential.

With the Convention on the Rights of the Child, the Sustainable Development Goals, and the 11th Malaysia plan as our guides, we endeavor to change minds, change policies, and in turn change the lives of all children in Malaysia.

Organizational Context

The Malaysia Country Office saw exponential growth in number and income of Pledge Donors in the last 5 years. It is expected that by the end of 2025 Malaysia Country Office will have an estimated 200,000 Pledge Donors contributing to both Country Programme and Global Regular Resource funds. It is the objective of the office to develop internal resources, skills and experience to maximise payment approval rates for newly recruited and existing pledges to ensure collection of donations (income) continues from Private Fundraising Sector through efficient use of tools, systems and processes.

The position of Donor Care Officer at the NO-B/NO-2 level in the Malaysia Country Office (MCO), in the section of Private Sector Fundraising & Partnerships, reports to the Fundraising Specialist (Retention), which is at the NO-C/NO-3.

Purpose of the Job

Under the supervision of the Fundraising Specialist (Retention), the incumbent will be responsible to maximize the retention and satisfaction of active donors through the implementation of a Omnichannel Donor Care strategy that ensures that donors receive a friendly, professional, and consistent high-quality service, that will impact the retention and value maximization results. The incumbent will also be responsible to implement the value maximization and saving strategies to maximize pledge and cash income and minimize cancellations.

How can you make a difference?

1. Develop and implement a Omnichannel Donor Care strategy to increase donor retention and satisfaction

• Provide the annual work plan and budget for the Omnichannel Donor Care strategy.
• Deliver a top-quality donor care experience, coordinating the donor interactions with internal and external stakeholders.
• Design and build donor communications that simplify, smooth and speed up experience.
• Serve as architect of best-in-class campaigns and other omnichannel initiatives.
• Identify and map out the donors\' routes across channels, identifying gaps, inconsistencies and making improvements where possible.
• Map current available channels and potential new channels to include in the communication and work towards implementation.
• Identify the content objectives and desired outcomes of each communication point and donor triggers.

Optimize omnichannel engagement decisions & personalization by working with the Marketing Services Unit in the content by providing clear content & messaging objectives in each step, and how these need to be adapted for different channel types

(i.e., SMS vs Email vs WhatsApp messenger etc.).

Work with IT to ensure that the tools, data, and architecture supports the capabilities needed to deliver successful omnichannel campaigns.

Constantly test on methodology to challenge and improve Omnichannel activities.

2. Manage and implement Donor Care, Value Maximization and Saving strategies and campaigns

• Provide annual work plan and budget for the Value Maximization and Saving activities which include Upgrade, Cash Appeal and On-hold (savings) campaigns.
• Achieve the results and always look to optimize the campaigns.
• Define KPIs, build accurate reports and present results regularly to senior management and the wider team along with recommendations and actions to take.
• Manage internal and external teams to achieve the results.
• Analyze donor data and results and identify opportunities to develop new activities.
• Build a close relationship with all stakeholders, especially agencies, to ensure a smooth and organized operation.
• Chair bi-weekly / monthly meetings with internal or external stakeholders to ensure on-going commitment on the deliverables.
• Identify ways to improve on processes and ensure implementation is successful.
• Become proficient in the use of the systems related to the functions.

3. Work closely with Business Intelligence and Donor Journey teams to ensure smooth and efficient processes and donor satisfaction increase

• Build a close working relationship with Donor Journey Officer to develop joint plans for and manage the communication to the wider donor base, ensuring consistency and coherence.
• Ensure that all relevant data and reporting needs from Business Intelligence team are established and successfully implemented.
• Make sure all data provided and introduced in the system is clean.
• Become proficient in the use of Salesforce, Marketing cloud and any other donor engagement system required to implement the strategies.
• Along with Business Intelligence team build the report and dashboards and make sure data is accurate and consistent.
• Work closely with the Donation processing team always looking for ways to improve the processes and results.
• Align with the Donor Journey Officer to customize and setup the Donor Journeys in Marketing Cloud.

4. Coordinate efficient and timely contract procurement and invoice process and any other.

• Manage budget to ensure funding is always available.
• Ensure that all contracts are kept up to date in the VISION system and all invoices are
• processed and paid on time.
• Ensure that all UNICEF procedures are always followed.

To qualify as an advocate for every child you will have\xe2\x80\xa6

University degree in one or more of the disciplines relevant in the following areas: business administration, accounting, marketing, business, or equivalent professional work experience in the customer service management.

Possess at least 2 years of professional working experience in Customer Service / Contact Centre Management Experience in managing Omnichannel Contact Centre is desirable.

Knowledge of current theories and practices in customer service / telemarketing management.

Ability to analyze financial data such as ROI. * Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

Click to learn more about UNICEF\'s compensation, benefits and wellbeing.

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Click to learn more about UNICEF\'s salary scale & structure.

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For every Child, you demonstrate...

UNICEF\'s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter:

UNICEF competencies required for this post are\xe2\x80\xa6

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others (8) Nurtures, leads and manages people) for supervisory role

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: .

UNICEF is here to serve the world\'s most disadvantaged children and our global workforce must reflect the diversity of those children. , irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a , including paid parental leave, breastfeeding breaks and . UNICEF strongly encourages the use of flexible working arrangements.
UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children.

Remarks:

UNICEF\'s active commitment towards diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable candidate are encouraged to apply.

UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be cancelled.

All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Advertised: 04 Mar 2024 Singapore Standard Time
Deadline: 17 Mar 2024 Singapore Standard Time

Unicef