Hardship Level (not applicable for home-based)U (unclassified)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA6
Target Start Date2024-06-03
Job Posting End DateApril 9, 2024
Terms of Reference1.General Background
To align with PSP Global strategy on Donor Experience & Development, PSP HK is looking for an experienced Donor Communication and Engagement Associate structured in Donor Care Team of PSP Hong Kong to develop strategies on omnichannel donor communication and engagement so as to strengthen donor loyalty; to optimise the opportunities to enhance the life-time value of donors by crafting donor centric content to improve retention rate and appeal for extra donations; building engagement at every stage of the donor journey by providing enriched online and offline communications to maximize donor satisfaction, with increased testing of methods to deliver stories and messages.
Reporting to the Assistant PSP IG Officer (Donor Care), this position designs, implements and develops the omnichannel donor communication and engagement plan of PSP HK, works closely with both Individual Giving and Middle Donor programme teams to maximize life-time value of respective donor segments, and provides overall functional guidance to the donor communication and engagement team to ensure all donor communication programmes are implemented effectively and efficiently and with a donor centric approach. This position is vital to ensuring that donors get good supporter experience that the expected income from our donor base is secured each year.
This position is a UNOPS position with a contract which is renewable each calendar year.
2.Purpose and Scope of Assignment
• Design, implement and develop the omnichannel donor communication and engagement plan of PSPHK to strengthen donor loyalty and satisfaction;
• Explore and optimize available online and offline channels to enhance the life-time value of donors
-Devise long- and short- term strategic donor communication and engagement initiatives tosupport Individual Giving and Middle Donor programmes that result in revenue growth andbetter retention rate, and to build equity of UNHCR;
-Enhance digital transformation of donor retention and development activities through offline- online integration of donor communication pieces including special and emergency appeals tomaximise donor support;
- Run digital campaigns to re-target donors and engage donors based on their behavior;
- Develop and promote new types of donor fundraising and engagement activities e.g. crowdfunding platform.
- Utilise and explore effectively the current and future technologies to orchestrate campaigns with automation and relevant personalisation;
• Develop and implement initiatives to strengthen donor experience and loyalty
- Design and implement donor journeys for Individual Giving and Middle Donor programmes and evaluate its effectiveness according to donors’ demographics, donation behaviour and lifecycle;
- Introduce testing elements and innovative ideas on content including infographics and videos for targeted donor segments in special appeals and other communication pieces, and find out best practice to ensure good response;
- Provide enriched communication content focusing on deeper donor community management;
- Conduct donor surveys, organize donor focus group to collect insights from donors;
• Design and review donor communication and engagement innovations in a data-driven approach
- Collaborate closely with Individual Giving and Middle Donor programmes to track metrics and success criteria, monitor progress, assure adherence and evaluate performance;
- Collaborate closely with Business Intelligence team to build knowledge of various donors' personas for effective communications and offers development opportunities.
- Conduct donor analytics including behavior reporting and post-activity analytics to enhance existing and develop future communication and engagement programmes.
- Oversee the execution of omnichannel programmes, including direct mail, email, web, mobile and social media to drive donor engagement, based on insights, market trends and in line with our desired marketing positioning;
• Manage Donor Communications and Engagement Team efficiently and effectively to meet the
organisation’s objectives
- Lead donor communications and engagement team, ensuring donor communication and engagement programmes are designed, implemented, delivered and reviewed in high quality and in accordance with the organisation’s strategic goals;
- Act as the gatekeeper of communications of Donor Care team;
- Utilise and maintain e-marketing and CRM systems to develop various donor journeys;
- Liaise, monitor and review outsourced vendor services performance such as direct marketing services, printing services, editorial and translating services etc.;
• Support UNHCR’s donor care and fundraising events; and
• Undertaking other duties as assigned by her/his supervisor.
3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
• Supervision by Assistant PSP IG Officer (Donor Care)
• KPIs on donor loyalty and engagement rate achieved
• Data-driven donor communication materials catering for different donor segments are produced and delivered on time • New / refined donor journeys with enhanced engagement elements for Individual Giving and Middle Donor programmes are implemented as planned schedule and reports produced to evaluate the results
• Donor impact reports are produced timely to show donors the work progress
• Weekly work brief report to supervisor
4. Qualifications and Experience
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)
a. Education (Level and area of required and/or preferred education)
• Completion of high school diploma, or a bachelor’s degree, in Marketing, Communications, Journalism, Social Science or other related fields.
b. Work Experience
(List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)
• Minimum of three (3) years of relevant experience with high school diploma, two (2) years with bachelor’s degree or higher;
• At least 2 years of experience providing functional guidance or supervision to communications, donor care or loyalty marketing teams
• Proven experience in a fundraising, digital marketing or communications environment working on donor/customer care and loyalty programme, gained in Hong Kong market
• Track record of driving new initiatives that deliver improved donor or customer experience
• Proven experience in managing donor or customer records within a customer relationship database
• Proven experience in analysing purchasing/donation behaviour and collecting donor/customer insights through surveys and other means
• Knowledge of MS office especially MS Word, MS Excel
c. Key Competencies
• A highly motivated, creative, dynamic and innovative team leader
• Attention to details, multi-tasking, high accuracy, result oriented and donor/customer- centric mentality
• Ability to collaborate with others, with a flexible and positive attitude
• Strong communication and interpersonal skills
• Hands on experience in membership or loyalty marketing with knowledge of customer segmentation and analysis approaches
• Statistical and mathematical competencies
• Proficiency in written and spoken Chinese (Cantonese and Putonghua) and English
• Excellent Writing skills for donor communications
• Able to work independently and under pressure.
,Cantonese
,Chinese
,
,
Skills
EducationBachelor of Arts (BA): Communication (Required), Bachelor of Arts (BA): Digital Communications and Media/Multimedia (Required), Bachelor of Arts (BA): Digital Marketing (Required), Bachelor of Arts (BA): Marketing (Required)
Certifications
Work Experience
Other informationNAThe English version is considered original and authoritative, translation to other language(s) serve the purpose of advertisement of local positions where applicable but are not considered as official translationsNAThis position doesn't require a functional clearance
Home-BasedNo