Consultancy: Supporter Engagement Strategy (SES) – Supporter Experience Lead Division of Fundraising, Geneva 104 views

Consultancy (11.5 months): Supporter Engagement Strategy (SES) – Supporter Experience Lead, Division of Private Fundraising and Partnerships, Switzerland

Job no: 532747

Position type: Consultancy

Location: Switzerland Division/Equivalent: Partnerships

School/Unit: Geneva, Switzerland

Department/Office: Private Fund Raising and Partnerships

Categories: Private Fundraising and Partnerships, Consultancy

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, hope

The Supporter Engagement Strategy is a mechanism to deliver UNICEF’s Strategic Plan 2018-2021 and the foundation for reaching the 2030 Sustainable Development Goals. It brings to life UNICEF’s goal of winning support for the cause of children from decision makers and the wider public. As a How Strategy, SES is a set of enablers empowering UNICEF colleagues to reach advocacy, public engagement and fundraising goals with individuals: driving positive supporter evolution and personalized supporter journeys worldwide; leveraging state-of-the-art technologies and information to customize experiences locally and fostering positive change and collaboration within UNICEF.

It is UNICEF’s united effort to bring together PFP, DOC, ICTD divisions, and Global Volunteers Office with National Committees and Regional and Country Offices and engage individuals to reach results for children and young people.

How can you make a difference?

The consultant will play a critical role in improving country capacity to deliver optimal supporter experience, commitment and loyalty, encompassing project administration, project execution and market roll outs. It will sit within Private Fundraising and Partnerships (PFP). The consultant will join as part of the Supporter Engagement Strategy (SES) team and will report to the SES Senior Coordinator.

The consultant will be tasked to help guide the target country’s application of supporter centered principles in the activities a strategy to enhance listening to, interacting with, and measuring satisfaction of individuals. In addition, the professional will co-lead in organizing project activities through communicating risks, opportunities, coordinating meetings and resources, equipment and information.

MAIN TASKS

The consultant will work closely with the Senior Coordinator to ensure supporter satisfaction and loyalty principles are ingrained in all activities of SES by providing guidance and leadership. The incumbent will also provide leadership in the organization of project plans, actions and deliverables.

Guidance focused on supporter experience, commitment and loyalty across SES activities (50%)

Support Senior Coordinator:

• Identify key areas where additional marketing and engagement support is needed, and work with the SES Team to fill them
• Provide solutions, feedback and support as required by the Sr. Coordinator

Develop requirements and guidance to enhance supporter interaction and feedback are implemented in CORE

• Gather, assess and recommend engagement focused solutions from industry leaders and the experiences of UNICEF’s National Committees
• Participate in Core Solution development activities providing expertise on supporter experience
• Coordinate development of uses cases with a focus on satisfaction and loyalty

Help countries participating in the SES:

• Help develop local solutions (campaigns, journeys, etc.) as defined by Sr. Coordinator and agreed by participating countries
• Assess needs of country teams to upgrade marketing strategy, and develop recommendations
• Provide supporter focused guidance in countries participating in Core Solution to
  • define business goals and engagement standards;
  • develop country specific supporter life cycle strategies

Project Coordination (50%)

• Coordinate, monitor and update project plans and schedules
• Organizing, attending and participating in stakeholder meetings
• Documenting and following up on important actions and decisions from meetings
• Preparing necessary presentation materials for meetings
• Ensuring project deadlines are met and provide progress reports on functions implemented and updates on the implementation of the solution
• Determining project changes and submitting these to leadership team for agreement and approval
• Developing project strategies ensuring views of all parties are considered, verified and validated, and appropriately prioritized to meet initiatives objectives
• Assess project risks and issues and provide solutions where applicable

Across SES for both roles:

• Build and maintain key relationships across the organisation to ensure SES success

• Tags

  business management

  change management

  fundraising

  project management

  salesforce

  subsistence allowance

  sustainable development

  sustainable development goals

• Be an ambassador for UNICEF and its supporters, supporting the delivery of the vision and ensuring that the charity’s profile and reputation are enhanced.
• Assist in identifying and gathering industry tools and resources, and expanding external networks for UNICEF staff
• Ensure stakeholder views are managed towards the best solution
• Coordinate the documentation of project, including lessons learned and appropriate processes to be implemented
• Project records and documents are properly handed over to business and technical leads with clear descriptions of ongoing roles and maintenance activities
• Undertaking other project tasks as required

DELIVERABLES

The efficiency and effectiveness of support provided by the Supporter Experience Lead ensures that a strong relationship is built between the SES Initiative, UNICEF cross-divisional leadership, and ensure that colleagues in HQ and local offices have the desire, knowledge and ability to implement new ways of working.

Deliverables:

• Continual support to Senior Coordinator to improve supporter satisfaction in key countries, and to address project management matters of the CORE solution.
• Recommendations to increase supporter interaction and feedback for global CORE solution, based on external best practices and internal consultation.
• Provide leadership and solutions to countries seeking to transform their relationship with supporters using CRM technology, including improvement of personas, journeys and experience.
• Better supporter centric knowledge bank to accelerate countries participating in CORE solution through resources, guides, tools, and technical assistance where needed.
• Project plan to deliver on the priorities set by leadership, and integrating activities and team members detailed to SES, including budget and accountabilities.
• Internal and external process improvements implemented, calendars, record keeping, and clear descriptions of ongoing roles and maintenance activities.
• Project risks identified, and issues flagged when appropriate.
• Briefing notes to project stakeholders prepared where needed, including progress reports, decks and presentations to leadership.
• Documents lessons learned and appropriate documentation of the project.

ESTIMATED DURATION OF THE CONTRACT AND PROPOSAL

11.5 months, tentatively starting 17 August 2020

REPORTING TO

SES Senior Coordinator, Division of Private Fundraising and Partnerships

WORK PLACE

UNICEF Headquarters (NY, USA or Geneva, Switzerland). Teleworking is possible.

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

• An advanced university degree in one of the following fields is required: Marketing, Communications, Non-profit or Business Management, or another relevant field.
• A minimum of 8 years’ experience in marketing and project management required.
• A minimum of 5 years’ experience as a principal in customer service projects focused on satisfaction and loyalty is highly desirable
• Minimum of 3 years’ experience in matrixed, multi-stakeholder projects with demonstrable results, and stakeholder satisfaction is highly desirable.
• Experience with digital campaigning using CRM (ex: Salesforce)
• Background in capacity building, training and change management.
• Fluency in English is required. Working knowledge of another UN language is an asset.

For every Child, you demonstrate…

UNICEF’s values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

View our competency framework at http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf

Remarks: Please indicate your ability, availability and gross daily/monthly rate (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable). Applications submitted without a daily/monthly rate will not be considered. Also, please mention the earliest date you can start.

Individuals engaged under a consultancy or individual contract will not be considered ‘staff members’ under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein. Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

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 also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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.

Advertised: Jul 07 2020 W. Europe Daylight Time Application close: Jul 21 2020 W. Europe Daylight Time