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, a hero

Would you like to become a child champion at UNICEF Mexico, working as a Fundraiser by managing and ensuring the operation of the Telemarketing acquisition program aiming to achieve the established goals and contributing to the correct implementation of all the In House campaigns in terms of timing and results? It is an excellent opportunity to be part of UNICEF’s Telemarketing team and implement your negotiation skills, knowledge, and experience to develop strategies to raise funds for UNICEF programs in Mexico.

The Fundraising Associate (Telemarketing) is responsible for the successful implementation and planning of the telemarketing In House program for the acquisition of new monthly donors, ensuring a correct evaluation and monitoring of the campaigns to be in compliance with the general objectives and of the strategic fundraising plan in the Mexico office. In addition to directly supervising the administrative control of expenses, contracts, and billing of the In House program and allied agencies with which the telemarketing campaigns are implemented.

This position will work with an internal team and with external agencies promoting cost-effective processes, quality control, goal oriented and innovation in the Telemarketing acquisition campaigns.

For information on the work of our organization in Mexico, please visit our website: UNICEF Mexico, and the video of our amazing results in 2021: Informe Anual 2021: Acciones de UNICEF – YouTube

How can you make a difference?

The Fundriasing Associate Telemarketing, at the GS-6 level in the Private Fundriasing Program (PFP) area, in the Individual Giving Section, in the Country Office of México, reports to Fundraising Officer Acquisition who is at the NO-2 Level.

Under the supervision of the Fundraising Officer-Acquisition, the Fundraising Associate (Telemarketing) is responsible for the successful implementation and planning of the telemarketing In House program for the acquisition of new monthly donors, ensuring a correct evaluation and monitoring of the campaigns to be in compliance with the general objectives and of the strategic fundraising plan in the Mexico office. In addition to directly supervising the administrative control of expenses, contracts, and billing of the In House program and allied agencies with which the telemarketing campaigns are implemented.

This position will work with an internal team and with external agencies promoting cost-effective processes, quality control, goal oriented and innovation in the Telemarketing acquisition campaigns.

1. Planning and Strategy

• Under the supervision of the Fundraising Officer Acquisition and the general supervision of the Individual Giving Specialist, the incumbent will define the strategies, contents, designs, components, and timing of the different Telemarketing In House activities and campaigns defined in the PFP Annual Plan.
• Responsible of developing the annual plan for the Telemarketing In House strategy (this could include sub-channels such as Lead Conversion, Reactivation, Cold Calling, CPTP, Cross-Selling and/or others)   considering analyzing and defining strategies and tests considering the main Key Performance Indicators of the program such as SPH (sign up per hour), contact rate, conversion rate, average donation, payment rate and attrition. Together with the Fundraising Officer Acquisition, establish a work plan and time line for the implementation of new campaigns, testing and innovative processes within the program, including  planning, profitability analysis, training, and benchmark analysis.
• Establish a working culture in the In House acquisition program oriented to productivity and quality which will be constantly reviewed with the acquisition team. Develop monthly and annual projections of the program, considering human resources plan, travel, expenses, productivity, among others.
• Under the supervision of the Fundraising Officer Acquisition and the general supervision of the Individual Giving Specialist and together with the Fundraising Associate (TMK Agencies) the incumbent will define the strategy for the correct expoitaition of the leads generated by the Digital team.

2. Implementation and Monitoring

• Implementation of fundraising campaigns and the work plan for actions of new telemarketing partners, providing operational data relevant to the campaign proposal, monthly objectives, metrics and key performance indicators (KPIs).
• Ensure the effective implementation of telemarketing campaigns considering a close monitoring of In House (INH) program and allied call centers to identify and correct operational problems, including motivation/incentive and training plan and campaign quality.
• Perform weekly monitoring of main KPIs: sign up rate, average gift, conversion rate, average age of donors, and attrition rates. Manage the general performance and support the correct decision-making and action. Establish a culture of daily, weekly and monthly monitoring working with the data base team and communiting main finding and promoting changes fast and on time with the field team and the agencies.
• Provide timely follow-up to ensure that incident levels are kept to a minimum and ensure that incident reports are responded timely and appropriate manner in coordination with the Quality Control and Administration team.  Perform qualitative and quantitative performance reports and analysis of results.

3. Collaborative and Partnership Work

• Lead and manage an extender team of telemarketers and a telemarketing coordinator ensuring a healthy and motivated work environment. Providing guidance and follow up to a extended team staff under his or her supervision focusing in maximizing the Telemarketing channel as part of the Individual Giving strategy.
• Supervise and give continuous feedback to the recruitment team regarding telemarketing operators and/or supervisors, identifying fundamental competencies, profiles and capacity adapted to the needs of the different agencies. In addition to supervise the onboarding process of new collectors to ensure correct knowledge and monitoring of the first days.
• Work and develop campaigns/programs with the extended Individual team considering data base, training, donor care, Face to Face, digital.
• As required, under direction of the supervisor, collaborates with other agencies, internal teams, other NGO’s and implementing partners on the elaboration and implementation of the F2F strategy including information exchange and harmonization.
• Constant communication with Telemarkting fundraising teams in other countries and regional and/or global office Telemarketing specialists.

4. Administrative processes

• Ensure the timely and cost-effective provision of services and material that enhances the Telemarketing program including promotional products, call center gadgets, daily motivation dyamics.
• Ensure the bidding and supply UNICEF´s processes are in compliance with the organization’s administrative policy, procedures, rules and regulations.
• Control the expenses of the program ensuring a good communication with finance and admin in terms of invoicing and contracts follow up.

5. Performs any other duties and responsibilities assigned as required.

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

The following required education, experience, and languages:

• Completion of secondary education is required, preferably supplemented by technical or university courses related to Business Administration, Management, Economics, Social Communication, Marketing, Finance, Social Development, or related social science field. Alternatively, completion of a bachelor’s degree may replace some of the required years of experience, that is if the candidate has this level of degree he/she may be considered if their relevant experience sums four years. 
• A minimum of six years of relevant work experience as an operator, supervisor, and/or coordinator leading Telemarketing programs in call centers.
• Fluency in Spanish.
• An intermediate level of English.

You may also have the following desired education, experience, and languages, although they are not mandatory:

• Experience in direct sales, public relations, training and coaching, or marketing teams.
• Experience working for international organizations doing fundraising.
• Fluency in English. If you do not have it and you are selected, you will have to commit to improving your English skills in the first months of work.

UNICEF constantly works for the well-being of its team. We offer:

• Hybrid work
• Flexible working hours and other flexible working arrangements
• International exposure (contact and networking with people from other UNICEF offices)
• Benefits above those provided by law in Mexico, such as 4-month parental leave for non-gestational parents and 6-month parental leave for gestational parents
• Paid vacations that are accrued after each month of work and can be taken flexibly
• The opportunity of impacting the future of children in Mexico. 
• And many more, so apply now! 

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

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 (8) Nurtures, leads and manages people.

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

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 benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. 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. All selected candidates will, therefore, 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.

Remarks:

• Non-Mexican candidates must be in possession of an existing Mexican FM3 visa or be a Mexican permanent resident/citizen.

UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable male 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). 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.