Hardship Level (not applicable for home-based)H (no hardship)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA9
Target Start Date2024-03-01
Job Posting End DateFebruary 11, 2024
Terms of ReferenceTitle: Associate Digital Marketing Automation Officer
Duty station: Home-based
ICA Level: LICA-9
Corresponding level: NOB
Duration: from 15 March to 30 September 2024 - 6 months (Maternity Cover)
1. General Background
UNHCR is a global organization dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people. We deliver life-saving assistance like shelter, food and water and develop solutions that ensure people have a safe place to call home where they can build a better future. Every year, millions of men, women and children are forced to flee their homes to escape conflict and persecution. We are in over 125 countries, using our expertise to protect and care for millions.
This role will operate within the Supporter Engagement Section (SES), which sits in the Private Sector Partnerships Service (PSP).
The Digital Marketing and Regional Engagement (DMRE) team advises on, creates and delivers digital solutions and marketing expertise for engaging with UNHCR's primary audiences including donors, supporters, partners, governments, refugees and staff.
2. Purpose and Scope of Assignment
This role will play a critical part in helping to improve how our digital communications activity contributes to building best in class supporter experience and to drive stronger engagement and loyalty rates. The role will require technical expertise to support trouble shooting and ensuring new features are incorporated and working optimally, onboard and support new and existing users including developing training and capacity building, trouble shooting and project management. The role will support both experienced and non-experienced stakeholders in the use of the platform.
We are also looking to expand the use of automation marketing platforms as part of the global tech stack to achieve:
• Increased income and engagement, including LTV.
• Increased donor/supporter retention via sharing best practices across UNHCR and the sophistication of the automated supporter journeys.
• Increased efficiencies from a marketing automation infrastructure standpoint with a common vocabulary, shared data governance, maximized use of SLAs and support already offered by external suppliers.
To support the achievement of all the above, UNHCR is looking for an experienced outbound automated marketing specialist who can support and help staff members worldwide (PSP and Non-PSP) adopt and use different outbound marketing platforms to its fullest, championing new features, functionalities and bringing the donor development and supporter experience strategy to life on various digital outbound channels.
Duties
• Act as the outbound marketing automation technical UNHCR focal point.
• Offer ongoing technical and strategic support on email templates, custom multichannel journeys, automation development, audience selection/segmentation building, data synchronization and troubleshooting, email deliverability.
• Build, grow, document, and share technical and tactical best practice knowledge of the platform across different users.
• Translate, design and build donor and supporter journeys into concrete multichannel journeys and automation.
• Support users with the set up and implementation of A/B tests for campaign optimization on many devices and platforms, then analyze and conclude the best practices.
• Develop and support the implementation of a testing roadmap to ensure optimization performance of outbound messaging journeys.
• Organize and deliver training worldwide to a variety of users with various maturity and expertise level, develop a scalable training plan.
• Onboard and train internal stakeholders on the current outbound marketing platforms
• Produce training schedules, workshops, materials including presentations, workshops, webinars, and videos.
• Oversee and manage the configuration account setup and administration of the existing automated marketing instances, any additional outbound marketing platform and outbound communication systems such as WhatsApp and SMS service providers.
• Monitor and troubleshoot any technical issues with the CRM connectors with Salesforce Sales Cloud and all manual data loaders, scale-up them to best address campaign, personalization, and segmentation requirements from various internal stakeholders.
• Develop and update technical and tactical documentation across all outbound marketing platforms.
• Review, make recommendations, implement, test, and roll out new features and functionalities.
• Analyse, generate and present regular reports focusing on outbound marketing communication results, marketing campaigns and programs and providing suggestions and recommendations for improvements.
• Develop and provide regular verbal and written reports on key outbound marketing KPI’s.
• Keep abreast of marketing automation, outbound marketing, new trends, AI and machine learning related innovations and identify opportunities for UNHCR.
• Ensure that all outbound campaigns conform to the best practices in the industry including data protection and security.
• Project management and oversight of suppliers, agencies, and consultants as required.
• Perform other related duties as required.
Accountability
a. Support and Best Practice
• To be the outbound marketing automation technical UNHCR focal point.
• Responsible for technical and strategic support on email templates, custom multichannel journeys, automation development, audience selection/segmentation building, data synchronization and troubleshooting, email deliverability.
• Building, growing, documenting, and sharing technical and tactical best practice knowledge of the platform across different users.
• Translate, design and build donor and supporter journeys into concrete multichannel journeys and automation.
• Support users with the set up and implementation of A/B tests for campaign optimization on many devices and platforms, then analyze and conclude the best practices.
• Develop and support the implementation of a testing roadmap to ensure optimization performance of outbound messaging journeys.
b. Training and Capacity Building
• Organize and deliver training worldwide to a variety of users with various maturity and expertise level, develop a scalable training plan.
• Onboard and train internal stakeholders on our current outbound marketing platforms
• Produce training schedules, workshops, materials including presentations, workshops, webinars, and videos.
c. Technical
• Overseeing and managing the configuration account setup and administration of the existing automated marketing instances, any additional outbound marketing platform and outbound communication systems such as WhatsApp and SMS service providers.
• Monitoring and troubleshoot any technical issues with the CRM connectors with Salesforce Sales Cloud and all manual data loaders, scale-up them to best address campaign, personalization, and segmentation requirements from various internal stakeholders.
• Developing and updating technical and tactical documentation across all outbound marketing platforms.
• Review, make recommendations, implement, test, and roll out new features and functionalities
d. Reporting and analysis
• Analyzing, generating, and presenting regular reports focusing on outbound marketing communication results, marketing campaigns and programs and providing suggestions and recommendations for improvements.
• Develop and provide regular verbal and written reports on key outbound marketing KPI’s.
e. Other
• Keep abreast of marketing automation, outbound marketing, new trends, AI and machine learning-related innovations and identify opportunities for UNHCR
• Ensure that all outbound campaigns conform to the best practices in the industry, including data protection and security.
• Project management, day-to-day supervision, and oversight of suppliers, agencies, and consultants to manage workload and projects.
3. Qualifications and Experience
a. Education
The right candidate holds at least a bachelor’s degree in marketing, advertising, computer science, mass communications, or related fields of study are required.
b. Work Experience
• Minimum of 3 years (2 years for master’s degree holder) of relevant working experience.
• Experience working with automated marketing platforms including technical setup, CRM Integration, data mapping and data modelling, building and sending emails and automated journeys would be an asset.
• Experience of project managing email integration programs.
• Experience developing and executing email journeys, including A/B testing, multi-variant testing, and manipulating complex data models to build segments, including/excluding filters etc...
• Experience with digital engagement, fundraising and supporter growth tactics.
• Experience as a technical trainer and presentation skills.
• Proven knowledge of modern training techniques and tools in technical subjects.
• Proven experience and technical ability to manage, advise and support the execution of an extensive email marketing programme, including multiple automation.
• Experience providing technical support to multiple stakeholders worldwide via ticketing platforms.
• Experience working in or for large global decentralized organizations with multiple stakeholders, diverse cultures and levels of digital marketing maturity.
4. Key Competencies
a. Essential Technical and Cross-Functional competencies
• A solid understanding and experience with marketing automation platforms. Experience with Selligent Marketing Cloud would be desirable.
• Detailed understanding of data and list segmentation, knowledge of database processes, and SQL queries are an asset.
• A proven experience with online audiences and income generation.
• A proven experience in the development and implementation of digital campaigns and strategies.
• HTML skills and experience with HTML editor and image editor tools (Dreamweaver and Photoshop) is required
• Knowledge of email best practices, testing methodologies, CAN-SPAM laws, and data protection regulations.
• In-depth understanding of digital customer decision journeys.
• Innovation and creativity, including strategizing and productizing on using new technologies and market trends to develop a brand’s awareness and supporter base.
• Ability to address and set up training needs with complete courses
b. Others
• Very strong project management and organizational skills
• Highly developed problem-solving and analytical skills
• Strong interest in digital
• A flexible and outgoing team player with a service-oriented attitude
• Excellent attention to detail
• Strong analytical, organizational, and multitasking skills
• Excellent communication skills (written, verbal, presentation and interpersonal) in English
• Ability to multi-task, prioritize and manage time effectively
• Strong interpersonal skills and the ability to establish and maintain effective working relationships
c. Languages
• Fluency in English, both verbal and written (required)
• Working knowledge of French or other UN languages is an asset
5. Location and Conditions
This position is a maternity cover with expected duration of 6 months. The successful candidate will be home-based.
It is a full-time role starting from 8.30am to 5pm Monday to Friday (40 hours per week).
The remuneration level and the applicable entitlements and benefits may be different based on the residence of the most suitable selected candidate.
Shortlisted candidates might be required to sit for a written test. Only shortlisted candidates will be notified. No late applications will be accepted.
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SkillsDigital Marketing Tools, Email Marketing, Email Marketing Automation, Marketing Automation, Marketing Campaigns, Reporting and Analysis
EducationBachelor of Arts (BA) (Required), Bachelor of Science (BS) (Required)
Certifications
Work Experience
Other informationThis position is home-based, the selected candidate will be working remotelyThis position doesn't require a functional clearance
Home-BasedYes