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.

Requirements: 

Minimum requirements:

• Education: 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.
• Work Experience: At least 2 years of professional working experience in Customer Service / Contact Centre Management. Experience in managing Omnichannel Contact Centre is desirable.
• Skills : Knowledge of current theories and practices in customer service / telemarketing management.
• Ability to analyze financial data such as ROI.
• Language Requirements: English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset

Desirables:

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