JOB DESCRIPTION

Deadline for Applications

October 23, 2025

Hardship Level (not applicable for home-based)

A (least hardship)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate Type

UNOPS LICA6

Target Start Date

2025-12-01

Terms of Reference

Functional Title : Private Sector Partnership (PSP) Associate
(Salesforce Database)
Category & Level : UNOPS, Individual Contract Agreement, LICA-6 Level
Duty Station : Jakarta, Indonesia
Entry on Duty : 1 December 2025
Duration : Initially until 31 December 2026
(Possibility of extension subject to availability of fund)
Annual Salary : Starting from IDR 338.795.000

I. Operational Context

UNHCR is the UN Refugee Agency and takes the lead in providing international protection for 123,2 million refugees and displaced people worldwide. An unprecedented 100 million people around the world have been forced from home. Among them are 30,1 million refugees, nearly half of whom are under the age of 18. In a world where nearly 1 person is forcibly displaced every two seconds as a result of conflict or persecution, our work at UNHCR is more important than ever before.

Number of refugees and other persons of concerns hosted in Indonesia is 11,972 individuals (nearly 12,000). They are registered by UNHCR in Indonesia and we will provide relevant theme for PSP messaging and to seek financial support for UNHCR programs in Indonesia and international situations. PSP activities will also contribute to raise UNHCR brand awareness in Indonesia and improve public perceptions on refugees.

In this context, PSP Indonesia has worked with UNHCR regional team and will be soon migrating the current database to Salesforce which is requiring an expert in order to manage it effectively with advanced analysis, segmentation, prospecting, and overall fundraising reporting to further marketing activities and income generation.

As part of the UNHCR Business Transformation Programme (BTP), UNHCR has adopted Salesforce as the platform for CRM implementation of fundraising and engagement and management systems. Over the next few years, UNHCR will work with key system integrators to migrate other existing donor databases as well as set up new markets using Salesforce as the database of record to manage all individual giving, leadership giving/partnerships as well as digital donors relationships, income management, reporting etc.

In this context, PSP Indonesia has worked with UNHCR regional team and will be soon migrating the current database to Salesforce which is requiring an expert in order to manage it effectively with advanced analysis, segmentation, prospecting, and overall fundraising reporting to further marketing activities and income generation.

II. Scope of Assignment

Project: Salesforce Database Migration

Phase 1: Project Implementation

• Support project activities of data migration between the legacy and the new system, liaising with relevant project stakeholders.
• Monitor and ensure consistency of migrated data across multi-channels. Inform and advise the supervisor in case of data inaccuracy and special occurrences.
• Perform user acceptance tests on the functions and operational effectiveness of the new system.
• Undertakes other duties as assigned by supervisor

Project: Database Administration and Maintenance tasks

Phase 2: System Administration and Maintenance

• Perform regular data administration tasks such as processing monthly donations transactions (Debit card, Credit card, Direct debit, and other payment methods), monitoring regular automated data feeds into Salesforce, maintaining data consistency, and uploading data from other channels/campaigns manually when needed.
• Perform basic configuration on database platform, and general administration tasks such as new Donor Database System, new users, and permissions.
• Inform and advise the supervisor in case of data inaccuracy and special occurrences.
• Act as a focal point and handling of database operation issues, following defined support procedures and working with relevant internal and external parties as required.
• Support database enhancement process for new desired features and/or new systems, liaising with local, regional, and global UNHCR teams.
• Perform testing of enhancements and provide user training with documentation.
• Ensure that PSP Indonesia meets the highest standards of data protection and privacy laws

Analytics, Reporting & Modelling
• Create performance dashboard and reports in Salesforce, to support PSP in the day-to-day operation and to reach programmes’ objectives.
• Analyze payment approval rate stability by monitoring successful payment rate, unrealized donation rate and unsuccess transactions volume.
• Create new and amend existing reports and dashboards for analysis and segmentation purposes.
• Present written and verbal analysis, reporting, modeling, and research findings to key stakeholders by synthesizing complex data and concepts into easy-to-comprehend and comprehensive presentations for programmes to support fundraising activities

Project and Stakeholder Management
• Work with a range of internal and external stakeholders to satisfy their business intelligence requirements for analysis, report creation, data extracts, data mining, and data modeling within a strong project management framework.
• Administrative tasks supporting assigned projects.
• Undertakes other duties as assigned by supervisor

III. Monitoring and Progress Controls

• Support is provided in a timely and professional manner
• Data Maintenance and payment processing tasks are undertaken when needed
• Training and documentation are provided
• Reports and Dashboards are created and maintained as is necessary
• Support to upgrade project is provided when required

IV. Qualifications and Experience

a. Education (Level and area of required and/or preferred education)
Completion for high school diploma or the Bachelor is desirable in IT system management or Information Systems Management, or other related fields

b. Work Experience
• Minimum 3 years of relevant work experience for high school diploma or 2 years of experience with Bachelor or higher in database management, payment management or IT system management proved to be relevant to donor or membership database management.
• Proven experience in a fundraising or sales environment working on donor/customer care and data processing.
• Proven experience in managing donor or customer records within a customer relationship database
• Work experience with Salesforce is strongly preferred as is any experience with fundraising and not-for-profit operations

c. Key Competencies
Required competencies:
• Proficiency in written and spoken Indonesia and English
• Knowledge and experience of CRM systems – preferably Salesforce
• Knowledge of MS office especially MS Excel
• Attention to details, high accuracy and result oriented
• Ability to collaborate with others, with a flexible and positive attitude
• Strong communication and interpersonal skills
• Able to work independently and under pressure
• Statistical and mathematical competencies

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

Standard Job Description

Private Sector Partnerships Individual Giving Associate

Organizational Setting and Work Relationships

The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern (POC).

Private Sector Partnerships Service (PSP) sits within UNHCR”s Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees. UNHCR has developed a Private Sector Fundraising Strategy focusing on both Individual Giving and Private Sector Partnerships, identifying priority fundraising markets and regions.

Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with focus on strong donor loyalty and lifetime value.

The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations of between $1 to $10.000 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR.

The PSP Individual Giving Associate contributes to the IG team development, providing effective leadership and technical expertise to enable the team to operate to their full potential.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties

General

• Assist in developing annual plans for acquisition, donor retention and development programme (i.e. forecasts of costs and expenses, income projections, donor figures, etc.)
• Develop, manage and improve donor servicing and communications to provide a best in class donor care with best practice standards (welcome, information, thank you letters, donor monthly newsletter, in-bound and out-bound donor emails and calls, complaints, etc.).
• Work with marketing agencies to develop contact strategies and donor journeys for different segments of the database using a variety of channels including telemarketing, digital and mail.
• Implement campaigns such as upgrade, conversion, acquisition, welcome, recapturing, loyalty, thank you, one-off calls, marketing research, upgrade middle donors, middle donors one-off and others.
• Contribute to the drafting of submissions to the National Growth Fund related to IG programs to secure funding to increase and diversify donor base.
• Assist in the development of detailed annual plan for the IG programs.
• Monitor and report on progress against the work plan, expenditure, budget and targets.
• Assist in the management of middle value donors and prospects as well as manage regular communication with IG Fundraising Unit and major donor program.
• Assist in the supervision of the donor database management and any activity related to the donor data care, ensure data entry accuracy and provide analysis of data upon request.

Donor Acquisition

Work to develop cross channel fundraising campaigns such as F2F, Digital, DRTV, Multichannel, Direct mailing, etc. and in particular for:

a) Face to Face

• Manage the Face to Face activities, both in-house and/or outsourced.
• Assist in the development, implementation, and management of the Face to Face fundraising strategy.
• Assist in the development, management and achievement delivery of Face to Face budgets, financial targets and expenditure according to UNHCR policies on financial management, sustainability and best value.
• Manage relations with partners, contractors and suppliers to implement the program(s).
• Diversify Face to Face models, suppliers and channels (i.e. Door to Door, B2B, etc.) in order to reduce the risk of dependency.
• Develop high quality of data monitoring in order to analyse all performances per frontliner, per city, per team, per area, per location etc… in order to make the programme data driven.
• Develop guidelines, manuals and policies to ensure a solid Face to Face programme (in-house model) led by best practices.
• Adapt contents and creative as well as develop and lead tests aimed to improve response and donor retention.
• Ensure that a location strategy, policies and communication cycle are in place in order to acquire new locations, to keep and upgrade the existing ones.
• Manage and support the creation of marketing briefs in order to create specific Face to Face campaigns based on improving the connection between the donor and the cause.
• Ensure workforce (in-house model) is managed, inducted and trained in accordance with UNHCR/PSP’s needs, policies and procedures in order to build Face to Face marketing competencies.
• Assist in proactively line manage the Face to Face team (in-house model), ensuring team(s) has clear objectives and targets set out and understood and that they fully comply with UNHCR/PSP policies and procedures.
• Manage performance of each team member (in-house model), putting improvement and development plans in place where and when required: drive a dynamic, flexible and positive working culture and ensure relevant information, databases and records are kept accurately and up to date.
• Assist in the procurement process for all supplier relationships linked to new agencies or suppliers.

b) Digital, DRTV and Multichannel

• Assist in designing and executing a long term effective and innovating digital strategy, as well as an annual action plan for all digital fundraising activities, ensuring that they are aligned with annual objectives and plan.
• Manage the relationship with external suppliers (such as copywriters or digital designers), providing digital campaign briefing to the external suppliers and providing feedback on digital media plans, working with all required suppliers to get advertising tracking in place, ensuring campaigns are executed and managed to target.
• Execute the online content as well as the implementation of digital marketing and fundraising campaign initiatives.
• Working with PSP HQ to build and maintain all online donation pages and provide feedbacks and ideas for improvements.
• Execute and review all lead generation programmes (including telemarketing) with channels integration to maximize ROI.
• Actively promote innovative way to recruit and retain supporter via digital channels.
• Maintain effective relationships with all suppliers responsible for digital fundraising to ensure that all new acquisition targets are met or exceeded.
• Assist in the procurement process for all supplier relationships linked to new donor acquisition through digital channels.
• Maintain accurate reporting and analysis in order to facilitate effective management of the digital acquisition programmes.
• Assist in working with the PSP team to prepare annual budgets for the digital programme.
• Assist with reporting related to digital fundraising, including quarterly reports, mid-year and year end reports.

c) Cold Mailing

• Assist in developing a test plan strategy for new products with technical inputs related to the production process.
• Schedule appropriate actions related to the production process to contribute to the realization of each single acquisition activity as per annual plan.
• Ensure the production process of each DM activity is carried out in line with planned timing, quantity and quality of service and coordinating with the suppliers all technical aspects of the production process.
• Assist in supervising donors’ data extraction from the database to secure names file delivery to suppliers.
• Assist in checking and approving the executive printing files, laser draft and packaging.
• Develop campaigns reporting systems and setting report templates to monitor supplier performances.
• In case of emergency, develop and implement production procedure.
• Assist in negotiating with suppliers to keep production costs at lowest level ensuring the best quality possible.
• Work on other direct marketing acquisition activities if requested (i.e. inserts production, press ad, take ones, etc…)

Donor Retention and Development

Work to develop cross channel donor cultivation activities to maximise acquisition investment and improve donor Life Time Value (LTV), such as:

• Assist in defining and supervising a data strategy.
• Execute donor journeys according to planned schedule, conduct testing among journeys, implement donor engagement activities, fostering a donor centric culture and communication.
• Develop, monitor and review supporter experience initiatives and retention program performance. Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans including legacy marketing.
• Execute donor development communications plans and fundraising activities, such as newsletter and special appeals, through a variety of media including direct mail, telemarketing, email and mobile.
• Maintain and execute the annual email communication plans as part of the donor development strategy and ensure that this is fully integrated with offline campaigns such as Direct Mail and other digital channels such as SMS and DRTV.
• Liaise with external agencies/consultant on email marketing performance optimization including the design of new email templates and email assets.
• Develop email marketing segmentation strategies and data selections aimed at delivering highly personalized and tailored email communications to increase existing supporters’ retention and income.
• Oversee the development and implementation of donor retention communication materials and activities for existing donors and for emergency appeals.
• Execute the design and production of the donor care materials.
• Support the coordination of the relation with telemarketing suppliers.
• Ensure that donor care activities comply with the requirements of local legislation and remain up to date with all relevant charity law, regulations, and codes of practice.
• Manage the execution of monthly operations of recapturing by emails/mails, thank-you to donors.
• Manage the responsiveness, depth, and quality of the relationship with donors.
• Ensure that all in-house and outsourced donor care representatives are provided with all information, including Q&A documents, necessary to handle any in-bound donor communications resulting from the donor development activities.

• Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
• Perform other duties as required.

Minimum Qualifications

Years of Experience / Degree Level

For G6 – 3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher

Field(s) of Education

Not applicable.

Certificates and/or Licenses

Public Administration, Business Administration, Economics,

or other related field.

(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience

Essential

Experience in private sector fundraising, sales, client/donor communication, marketing, or journalism. Proven experience working in donor retention/ development programmes. Experience in coordination of fundraising campaigns in profit or non-profit industry. Experience in fundraising related databases and software.

Desirable

Experience with the non-profit sector. Previous experience in supervising database migration and setting up a Contact Relationship Management (CRM) system. Previous experience in project management. Previous experience in managing agencies / vendor.

Experience in data analysis and segmentation.

Functional Skills

PS-Direct Marketing and Direct Response Fundraising

PS-Private sector fundraising and partnerships

PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc.

CO-Cross-cultural communication

CO-Drafting and Documentation

(Functional Skills marked with an asterisk* are essential)

Language Requirements

For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.

For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.

For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

Competency Requirements

All jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.

Core Competencies

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies

Managing Performance

Judgement and Decision Making

Managing Resources

Cross-Functional Competencies

Planning and Organizing

Political Awareness

Analytical Thinking

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Required Languages

,

,

Desired Languages

,

,

Additional Qualifications

Skills

CO-Cross-cultural communication, CO-Drafting and Documentation, IT System Administration, PS-Direct Marketing and Direct Response Fundraising, PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc., PS-Reporting for private sector fundraising and partnerships

Education

Certifications

Business Administration – Other, Economics – Other, Public Administration – Other

Work Experience

Other information

This position doesn”t require a functional clearance

Remote

No