Back Senior PSP Individual Giving Assistant

Hardship LevelH (no hardship)

Family TypeFamily

Family TypeFamily

Residential location (if applicable)

GradeGS5

Staff Member / Affiliate TypeGeneral Service

ReasonRegular > Regular Assignment

Remote work acceptedNo

Target Start Date2025-04-01

Deadline for ApplicationsFebruary 14, 2025

Standard Job Description

Senior Private Sector Partnerships Individual Giving Assistant

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 Senior PSP Individual Giving Assistant contributes to the IG team development, providing 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 the execution of the acquisition, donor retention and development programmes as per annual plan(s).
• Work on 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.).
• Assist in working 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.
• Execute 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.
• Monitor and report on progress against the work plan, expenditure, budget and targets.
• Contribute to the management of middle value donors and prospects as well as in the regular communication within IG Fundraising Unit and major donor specialist.
• Work on the donor database management and any activity related to the donor data care, ensuring 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

  • Assist in managing relations with partners, contractors, and suppliers to implement the program(s).
  • Assist in developing high quality of data monitoring to analyse all performances per frontliner, per city, per team, per area,

    per location etc… in order to make the programme data driven.

    • Assist in developing guidelines, manuals, and policies to ensure a solid Face to Face programme (in-house model) led by best practices.
    • Assist in ensuring that a location strategy, policies, and communication cycle are in place in order to acquire new locations,

      to keep and upgrade the existing ones.

      • Support the creation of marketing briefs i to create specific Face to Face campaigns based on improving the connection between the donor and the cause.
      • Assist in the procurement process for all supplier relationships linked to new agencies or suppliers.

        b) Digital, DRTV and Multichannel

        • Support the management of the relationship with external suppliers (such as copywriters or digital designers), ensuring campaigns are executed and managed to target.
        • Assist in the execution of the online content as well as the implementation of digital marketing and fundraising campaign initiatives.
        • Assist in executing lead generation programmes (including telemarketing) with channels integration to maximize ROI.
        • 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 to facilitate effective performance of the digital acquisition programmes.
        • Assist with reporting related to digital fundraising, including quarterly reports, mid-year, and year end reports.

          c) Cold Mailing

          • Assist in the production process of each DM activity in line with planned timing, quantity and quality of service and coordinating with the suppliers on all technical aspects.
          • Assist in supervising donors’ data extraction from the database to secure names file delivery to suppliers.
          • Assist in developing campaigns reporting systems and setting report templates to monitor supplier performances.
          • In case of emergency, assist in developing and implementing 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 executing donor journeys according to planned schedule, conduct testing among journeys, implement donor engagement activities, fostering a donor centric culture and communication.
            • Provide feedbacks on supporter experience initiatives and retention programs performance to continuously fine tune and customize existing approaches.
            • Support in donor development communications plans and fundraising activities, such as newsletter and special appeals.
            • Assist in liaising with external agencies/consultant on email marketing performance optimization including the design of new email templates and email assets.
            • Assist in developing email marketing segmentation strategies and data selections aimed at delivering highly personalized and tailored email communications to increase existing supporters’ retention and income.
            • Work on donor retention communication materials and activities for existing donors and for emergency appeals.
            • Assist in developing the design and production of the donor care materials.
            • Support the coordination of the relation with telemarketing suppliers.
            • Assist in ensuring 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.
            • Execute monthly operations of recapturing by emails/mails, thank-you to donors.
            • Prepare for in-house and outsourced donor care representatives 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 G5 - 2 years relevant experience with High School Diploma; or 1 year 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 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

                📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐

                ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!

                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:

                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.

                Desired Candidate Profile Applicants must be resident in and eligible to work in Canada when applying.
                To be eligible to work in Canada, applicants must have one of the following legal statuses: Canadian citizen OR a (valid) Permanent Resident of Canada OR authorization in writing to work in Canada under the Federal Immigration Act (valid work permit).
                
                As per the current UN salary scale for Toronto, Canada, the gross salary range for Grade 5 is 66,626 – 76,400 CAD at the time of this advertisement.
                
                Operational Context
                
                The role of Senior PSP Individual Giving Assistant (Email Marketing and Digital) will report to the Senior PSP IG Associate sitting within the overall IG team, which covers retention and acquisition strategies. This role will support communications strategies for both retention and acquisition teams in IG, as well as collaborate with the greater PSP team including Major Gifts and Planned Giving to provide expert support on email marketing solutions. This role will work to push forward a digital first approach to our communications and improve on our existing web-based applications, as well as ensure seamless donor journey through collaboration with other teams on multi-channel campaigns. This role will also work closely alongside our donor care team to grow our peer-to-peer fundraising program. The perfect candidate will Previous experience in fundraising environment or marketing setting, working more specifically with email and web-based communications and Experience with applications such as: Photoshop, Wordpress, Engaging Networks, Raiser’s Edge, Salesforce or other CRM, Microsoft Suite etc.
                
                Duties
                
                Email Marketing
                • Develop and execute email marketing campaigns to support overall marketing goals of Individual Giving team.
                • Assist in the development of overall annual communications strategy for email program – working closely.
                • Monitor and report of email metrics, including open rates, click-through rates and conversions to continually grow and optimize email campaigns.
                • Collaborate with internal and external teams to develop email content (copy and design), as well as creation of landing pages to create seamless donor experience.
                • Ensure understanding of and compliance with email marketing best practice and regulations such as CASL.
                • Stay current with industry trends and best practice to improve email marketing and drive innovation in the program.
                • Continuously test and optimize email campaigns to improve engagement and conversion rates.
                • Use email marketing software to manage campaigns, reporting and segmentation – familiarity to Engaging Networks or similar email software would be an asset.
                • Ensure accuracy of email marketing campaigns through attention to detail and ensuring all necessary tracking relevant to internal and external systems are applied.
                • Provide email marketing guidance and support to internal teams as necessary.
                • Work with external vendors to manage the growth of the email marketing program including the management of key campaigns and assisting with budget management associated with specific campaigns.
                
                Website Management
                • Work with Digital and Donor Care team to ensure optimal user experience across all web platforms Conduct regular audit of UNHCR Canada’s website to ensure accuracy of campaign-based information, updating stats and key messaging when necessary, and regularly testing donation pages to ensure optimal functionality.
                • Supporting internal teams such as Major Giving and Planned/Legacy Giving with website support as needed.
                • Working closely with the Bureau Office for support on bespoke projects, as well as assist with organic social media needs.
                • Work with Digital team to manage SEO vendor and generate content to improve overall website performance.
                • Strong ability to problem-solve and troubleshoot website-based user issues and anomalies and rectify in timely manner – solutions focused skillset ideal.
                • Work with internal and external teams to coordinate analysis of digital marketing performance metrics and identify opportunities of improvement.
                • Stay up to date with the latest digital marketing trends and tools to make informed recommendations for improvements.
                
                Peer to Peer (P2P)
                • Assist in the development and growth of the Peer to Peer (P2P) fundraising program through the management of online training resources for the program.
                • Act as point of contact for program related inquiries and assist the Donor Care team in responding to any inquiries from P2P participants for support on their fundraising initiatives.
                • Refine existing and develop new communication materials to assist P2P participants in their fundraising efforts, such as guidelines, certificates and reports for donors on their fundraising progress.
                • Develop and maintain relationships with P2P participants to ensure they are supported throughout their fundraising efforts and have a positive experience.

                Required languages (expected Overall ability is at least B2 level): English

                ,

                ,

                Desired languagesFrench

                ,

                ,

                Operational context

                Occupational Safety and Health Considerations:

                Nature of Position:

                Living and Working Conditions:

                
                

                Additional Qualifications

                SkillsCO-Cross-cultural communication, CO-Drafting and Documentation, PS-Direct Marketing and Direct Response Fundraising, PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc., PS-Private sector fundraising and partnerships

                EducationBachelor of Arts (BA), High School (Required)

                CertificationsBusiness Administration - Other, Economics - Other, Public Administration - Other

                Work Experience

                CompetenciesAccountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Judgement & decision making, Managing resource, Organizational awareness, Planning & organizing, Political awareness, Teamwork & collaboration

                UNHCR Salary Calculator

                https://icsc.un.org/Home/SalaryScales

                Compendium

                Additional Information

                Functional clearanceThis position doesn't require a functional clearance