UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, a fair chance

UNICEF has been an active partner of the Government of the Philippines and civil society in realizing the rights of every Filipino child, in line with priorities to achieve the SDGs. UNICEF efforts have been focused on the most vulnerable regions identified by the Government of the Philippines Development Plan, particularly in the regions of Visayas and Mindanao. To ensure that interventions are sustainable and scaled up, UNICEF will support both the national and local government units (LGUs) as the main instruments of delivering services and building systems. The level of engagement with government institutions will consider capacities, economies of scale and sector issues.

UNICEF Philippines has two offices. One office is based in Manila and a field office in Cotabato City, the second largest city in Mindanao, Southern Philippines, with some 300,000 population. The city is the regional administrative centre of the Bangsamoro Autonomous Region of Muslim Mindanao (BARMM) and over 80 percent of the population is Muslim. Mindanao is both conflict-affected and prone to frequent earthquakes and typhoons.

Visit this link for more information on Philippine Country Office: https://www.unicef.org/philippines/

How can you make a difference?

Under the supervision of the Fundraising Officer for Individual Giving [IG], this post will primarily be responsible for strategic planning and the day-to-day supervision of the Telemarketing (TM) fundraising channel for donor acquisition, donor retention and customer service through third-party outbound telemarketing agency/ies and through the UNICEF in-house donor care team. This post will also assist in the implementation of fundraising program activities from time to time as needed/ required.

With special emphasis on converting one-off donors into regular monthly givers (pledge) or multiple one-time givers, this post will assist in the development of donor journeys, where TM channel plays a role in proactive donor saving and reactivation, donor upgrades and other value maximization efforts, as well as donor care and supporter surveying. Therefore, the post will lead and monitor launch and implementation of TM related campaigns, which will contribute to the diversification of the individual giving’s pledge program.

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

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

1. Working with the Individual Giving Officer (NOB) and the Donor Acquisition Officer (NOA), support with the development, roll-out and day-to-day monitoring of donor acquisition TM campaigns and multi-channel journeys (e.g. conversion of one-time donors, direct-to-pledge conversion, reactivation, tactical or seasonal acquisition campaigns, etc);
2. Working with the Individual Giving Officer (NOB) and the Donor Retention Officer (NOA), support with the development, roll-out and day-to-day monitoring of donor retention TM campaigns and multi-channel journeys (e.g. proactive and reactive donor saving, upgrade, value maximization, and donor care service);
3. Working with the Major Donor Officer (NOB), support with the development, roll-out, and day-to-day monitoring of legacy campaigns, as necessary;
4. Oversee TM back-end structure, review data segmentation and campaign fulfillment for any new campaign initiatives;
5. Monitor daily payment processing related to TM campaigns, identify concerns and act accordingly;
6. Organize briefings and trainings to TM agencies and in-house donor care personnel for any campaigns, emergencies or special events.
7. Develop Quality Assurance plans and tools for the in-house team and third-party agency/ies, in cooperation with the NOA and NOB officers for donor acquisition, retention, legacy and major donors;
8. Ensure that all aspects of the TM program — from script development to quality conversations and donor data processing—adhere to QA standards and have clear KPIs;
9. Monitor daily, weekly, monthly performance of TM KPIs, including but not limited to reach rate, conversion rate, fulfilment rate, average gift, call capacity, agent performance, donor feedback, QA scoring and call calibration, and ROI;
10. Ensure income and telemarketing targets are met according to the work plan and budget;
11. Work with the IG team and business intelligence officer to ensure the TM program is data-driven and processes are optimized. Present reports on TM operations regularly and provide recommendations related to enhancements in areas of telemarketing and multi-channel journeys that need improvement.

3. Operation Oversight

1. Build close working relationships with agencies to ensure smooth and organized operation;
2. Provide regular support and training to contractors and in-house agents engaged in telemarketing operations. Organize weekly and monthly meetings with internal or external stakeholders to ensure on-going commitment on the deliverables;
3. Become proficient in the use of the systems related to the functions. Maintain or set up tracking and reporting in the CRM (Salesforce);
4. Identify potential service providers, manage procurement processes and select the best fit. Ensure that all contracts are kept up to date and all UNICEF procedures are followed through.

4. Donor Support/ Customer Service Hotline

1. Review and optimize multi-channel donor care service, provided by the in-house team and external agency, in order to increase supporter satisfaction and loyalty.
2. 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.
3. In coordination with IG NOA and NOB officers, review donor feedback (complaints, compliments) on regular basis.

If you would like to know more about this position, please review the complete Job Description here:  TOR TA- Fundraising Officer for TMKG PFP_May 2024_v2 signature.pdf

To qualify as an advocate for every child you will have…

Minimum requirements:

• Education:A University degree in any of the following; Business, Marketing, Management, Research/Statistics, Communication, Arts, Social Sciences, or a related field.
• Work Experience: At least one (1) year of relevant work experience is required in the Telemarketing /BPO /sales/marketing/customer service industry.

• Skills (optional): [Insert technical and non-technical skills].
  • Strong skills in Microsoft Excel desired
  • Strong interpersonal skills
  • Strong organizational and planning skills
  • Strong communication and presentation skills
  • Analytical thinking

• Language Requirements: Fluency in English and Pilipino both oral and written is required.

Desirables:

• Developing country work experience and/or familiarity with emergency.
• 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.

How to apply

Qualified candidates are requested to complete an online candidate profile in http://www.unicef.org/about/employ/ by 24 June 2024. Only applications sent through the e-recruitment portal Job No. 572758 will be considered.

By applying through our Talent Management System (TMS) you agree to our privacy statement which is in line with the Philippines’ Data Privacy Act. You are strongly advised to read carefully through the privacy statement before submitting your application.

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 Values

The UNICEF competencies required for this post are…

(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

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. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of measures to include a more diverse workforce, such as paid parental leave, time off for breastfeeding purposes, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

UNICEF does not hire candidates who are married to children (persons under 18). 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 promoting the protection and safeguarding of all children. 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.

UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be 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 canceled.

Remarks:

As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

UNICEF’s active commitment to diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable candidates irrespective of gender, race, or religion including persons with disabilities are encouraged to apply.

Government employees who are considered for employment with UNICEF are normally required to resign from their government positions 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.

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants’ bank account information.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.