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, peace.

How can you make a difference?

In 2023, UNICEF started a new five-year country partnership with Romania. The overall aim of the partnership is to continue to accelerate the universal realization of child rights and improve the situation of excluded children living in marginalized communities with large minorities and in most vulnerable and deprived areas. This is accompanied by promoting a culture of rights, social norms and alliances that will benefit all children and enhance equity and solidarity in the country. Also, UNICEF continues to be the ‘Voice’ for children and adolescents, advocating and communicating around key national policies, social issues, mind sets and attitudes. In the current Country Program, UNICEF in Romania continues to raise funds locally, both for national projects and for other countries. More details about UNICEF in Romania work for children are available at https://www.unicef.org/romania/ and https://www.facebook.com/UNICEFRomania. The private sector’s role as a key contributor to other resources is expected to grow. UNICEF fundraisers from both the private individuals and the corporate sector are bringing in the market new fundraising techniques that provided excellent results in other markets.

Purpose for the job:

Under the guidance of the direct supervisor, Fundraising Officer, the Fundraising Officer, Donor Retention and Value Maximization, supports the section through providing a range of procedural, administrative, and operational support in developing, implementing, executing and monitoring private sector (PSFR) fundraising activities, ensuring effective and timely delivery that is consistent with UNICEF rules and regulations. The incumbent will supervise the Database Management Associate, Database Analyst Consultant and the Fundraising Telemarketing Assistant.

Key functions, accountabilities and related duties/tasks: 

Input to the donor retention and value maximization plan development, planning and execution: 

• development of the annual donor retention and value maximization plan workplan and budget.
• implements the donor retention and value maximization plan, in collaboration with relevant staff members (from FR. communications, program sections) and partners (for e.g. telemarketing agencies, various service providers: writers, photographers, video content production companies etc.).
• coordinates the team working on donor retention and value maximization: Database Associate, FR Assistant, Database Consultant, Database Analyst etc.;
• coordinates external vendors: telemarketing agencies, photographers, videographers etc.
• develops and implements Omnichannel Donor Care strategies to increase donor retention and satisfaction.
• delivers a top-quality donor care experience, coordinating the donor interactions with internal and external stakeholders;
• together with relevant team members, designs and builds donor communications that simplify, smooth and speed up experience;
• identifies and maps out the donors’ routes across channels, identifying gaps, inconsistencies and making improvements where possible.
• identifies the content objectives and desired outcomes of each communication point and donor triggers.
• works with relevant team members to ensure that the tools, data, and architecture supports the capabilities needed to deliver successful omnichannel campaigns.
• constantly tests methodologies to challenge and improve omnichannel activities.
• analyses the donor database, proposes and implements actions based on donor behaviour, to upgrade, reactivate, convert one off donors to pledge donors etc. with the goal of increasing donor retention and maximize revenue for children.

Input to the development and implementation of donor journeys:

• Is proficient in the use of Salesforce, marketing cloud and any other donor engagement system required to implement donor journeys.
• works with relevant team members to customize and setup Donor Journeys in Salesforce Marketing Cloud.
• elaborates and implements different donors journeys for donors that were recruited via the different acquisition channels such as: face-to-face, digital and TV, with the objective of increasing donor retention and maximizing their value.
• implements and monitors the communication cycles with donors and improve them where needed, aiming at nurturing donors and increasing donor retention.
• coordinates content creation for donor communication tools: welcome packages, reporting packages, e-newsletters, direct mailings, brochures, other printed materials, web page, and all other engagement and stewardship tools, in cooperation with relevant staff members and service providers (for e.g. printing houses, video production companies, online agencies etc.).
• coordinates various service providers (for e.g. telemarketing agencies) to optimize campaigns and improve results.
• creates reports and continuously analyze the performance of each journey and campaigns and take action to optimize results.

Input to monitoring, evaluation and optimization of donor value maximization campaigns:

• continuously monitors and analyses the performance of donor retention and value maximization campaigns (telemarketing, e-mailing etc.), to optimize and improve results.
• provide specific information and requests to the Database Management Associate for database segmentation according to various criteria: donor fulfilment rate, payment age, payment errors etc.
• monitors and evaluate the results of the donor retention and value maximization plan (KPIs: donor attrition, conversion rates, gross revenue from converted and existing donors etc.), with the aim of adjusting and suggesting improvements to maximize revenue.
• analyzes consumers and donors´ behavior from internal and external surveys, reports, specialized articles to find out relevant data and trends that increase individual fundraising prospecting and donor retention results.
• proactively investigates and interrogates data to identify trends, opportunities (for example: untapped segments) and issues (for example: underperforming donor types) to identify ways to increase donor performance and profitability. This includes the reviewing and analysis of various reports to identify, for example: sign-up trends, donor profile movement, minimum / maximum / average donation value, potential missing opportunities and or risks etc.
• ensures there is an active programme of testing to improve KPI’s and maximise results.
• reviews segmentation and filter criteria for various donor value maximization campaigns (telemarketing, e-mailing etc.) and makes proactive and ongoing recommendations to improve the use of segmentation and reporting to increase campaigns efficiency and overall results.
• undertakes lessons learned review of donor retention and value maximization campaigns, with the view to optimize campaigns and improve results.

Support to logistic and administrative activities

• supports procurement processes for relevant service providers (for e.g. telemarketing agencies) by drafting Terms of Reference, Note for the Records and other relevant documents and follows up on procurement processes.
• carries out effectively various administrative tasks and responsibilities.
• assist in drafting and editing contracts, amendments and other documents as appropriate, following up administrative processes with relevant sections (Operations etc.).
• uses Vision for different administrative processes.
• ensures that all contracts are kept up to date in the VISION system and all invoices are processed and paid on time.
• ensures that all UNICEF procedures are always followed.

Knowledge, expertise and skills

• thorough knowledge of current theories and practices in customer service, customer loyalty programs, telemarketing management.
• experience in customer relations / account management.
• advanced computer skills, including internet navigation and various office applications, especially excel files.
• very good understanding and knowledge of database systems.
• experience working with Salesforce is a strong advantage
• proven ability to coordinate a team.
• proven ability to effectively manage relationships with internal and external stakeholders.
• ability to analyze financial data such as ROI
• general ability to draft clearly and concisely ideas and concepts in written and oral form
• exceptional communication skills, both written and verbal
• understanding of basic fundraising principles
• analytical, high attention to details
• planning and monitoring skills.
• ability to organize work and projects.
• ability to make timely and quality judgments and decisions.
• strong networking and negotiation skills.
• ability to work in a multicultural environment and establish harmonious working relationships, both within and outside the organization.

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

• Education: A university degree is required in business administration, accounting, communications and marketing or related field or equivalent professional work experience in customer service management
• Work Experience: A minimum of one year of professional experience in one or more of the following areas is required: customer service management, marketing, fundraising, communication or another relevant field
• Language Requirements: Fluency in English is required. Knowledge of another official UN language (Arabic, Russian, Chinese, French, Spanish) local language (Romanian) is an asset.

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. 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 males and females 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.