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About the Role

The Private Sector Partnerships (PSP) Individual Giving Associate contributes to the Individual Giving (IG) team's development by providing effective leadership and technical expertise. This role is vital in managing the growing donor file, ensuring timely communication, and maintaining excellence in donor care and customer service. The position also focuses on building upon current donor care practices to ensure effective communication across various channels and identifying areas for improvement, such as additional retention strategies for monthly donors and streamlining processes and systems.

Responsibilities

Assist in developing annual plans for acquisition, donor retention, and development programs.
Develop, manage, and improve donor servicing and communications.
Work with marketing agencies to develop contact strategies and donor journeys.
Implement campaigns such as upgrade, conversion, acquisition, welcome, recapturing, loyalty, and thank you.
Contribute to drafting submissions for funding to increase and diversify the donor base.
Monitor and report on progress against the work plan, expenditure, budget, and targets.
Assist in the management of middle-value donors and prospects.
Assist in the supervision of donor database management and data care.
Develop cross-channel fundraising campaigns such as F2F, Digital, DRTV, Multichannel, and Direct mailing.
Manage Face to Face activities, both in-house and/or outsourced.
Assist in the development, implementation, and management of the Face to Face fundraising strategy.
Manage relations with partners, contractors, and suppliers for Face to Face programs.
Develop high-quality data monitoring to analyze performance per frontliner, city, team, area, and location.
Develop guidelines, manuals, and policies for a solid Face to Face program.
Adapt contents and creative, and lead tests to improve response and donor retention.
Ensure a location strategy, policies, and communication cycle are in place for acquiring and upgrading locations.
Manage and support the creation of marketing briefs for specific Face to Face campaigns.
Ensure workforce (in-house model) is managed, inducted, and trained according to UNHCR/PSP needs, policies, and procedures.
Line manage the Face to Face team (in-house model), ensuring clear objectives and targets.
Manage performance of each team member (in-house model), implementing improvement and development plans.
Assist in the procurement process for supplier relationships linked to new agencies or suppliers.
Assist in designing and executing a long-term effective and innovating digital strategy and annual action plan.
Manage relationships with external suppliers for digital fundraising activities.
Execute online content and implement digital marketing and fundraising campaign initiatives.
Build and maintain online donation pages and provide feedback for improvements.
Execute and review lead generation programs (including telemarketing) with channel integration.
Promote innovative ways to recruit and retain supporters via digital channels.
Maintain effective relationships with suppliers responsible for digital fundraising.
Assist in the procurement process for supplier relationships linked to new donor acquisition through digital channels.
Maintain accurate reporting and analysis for digital acquisition programs.
Assist in preparing annual budgets for the digital program.
Assist with reporting related to digital fundraising.
Assist in developing a test plan strategy for new products with technical inputs.
Schedule appropriate actions related to the production process for acquisition activities.
Ensure the production process of each DM activity is carried out in line with planned timing, quantity, and quality.
Assist in supervising donor data extraction from the database.
Assist in checking and approving executive printing files, laser drafts, and packaging.
Develop campaign reporting systems and set report templates to monitor supplier performance.
Develop and implement production procedures in case of emergency.
Assist in negotiating with suppliers to keep production costs low while ensuring quality.
Work on other direct marketing acquisition activities if requested.
Develop cross-channel donor cultivation activities to maximize acquisition investment and improve donor Life Time Value (LTV).
Define and supervise a data strategy.
Execute donor journeys according to the planned schedule, conduct testing, and implement donor engagement activities.
Develop, monitor, and review supporter experience initiatives and retention program performance.
Draw conclusions and make recommendations to improve future activity and feed into longer-term strategic plans.
Execute donor development communications plans and fundraising activities through various media.
Maintain and execute annual email communication plans, ensuring integration with offline campaigns.
Liaise with external agencies/consultants on email marketing performance optimization.
Develop email marketing segmentation strategies and data selections for personalized communications.
Oversee the development and implementation of donor retention communication materials and activities.
Execute the design and production of donor care materials.
Support the coordination of relations with telemarketing suppliers.
Ensure donor care activities comply with local legislation and regulations.
Manage the execution of monthly operations of recapturing by emails/mails and thank-you to donors.
Manage the responsiveness, depth, and quality of the relationship with donors.
Ensure donor care representatives are provided with necessary information to handle donor communications.
Support the identification and management of risks and opportunities impacting the area of responsibility.
Ensure decision-making is risk-based in the functional area of work.
Raise risks, issues, and concerns to a supervisor or relevant colleagues.
Perform other duties as required.
Build and maintain strong relationships with existing donors and prospective donors.
Serve as the primary point of contact for donor inquiries and concerns.
Manage inputs into the donor database, ensuring accurate records.
Manage a team of two donor care assistants.
Ensure donor care team members are trained and supported.
Analyze donor data and fundraising performance metrics.
Manage the tax receipting process.
Manage in-house reactivation efforts for the monthly donor file.
Collaborate as an integral part of the fundraising team.
Collaborate with other departments and stakeholders.
Manage office inventory for the office and external vendors.
Maintain and create updated FAQs for external vendors and the UNHCR donor care team.
Assist the data team and fundraising team in migration to a new CRM (Salesforce).
Adhere to ethical fundraising practices and maintain confidentiality.
Stay informed about current trends and best practices in donor relations.

Requirements

Applicants must be resident in and eligible to work in Canada.
To be eligible to work in Canada, applicants must have Canadian citizenship OR Permanent Resident status OR written authorization to work in Canada under the Federal Immigration Act (valid work permit).
3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher.
Essential experience in private sector fundraising, sales, client/donor communication, marketing, or journalism.
Proven experience working in donor retention/development programs.
Experience in coordination of fundraising campaigns in profit or non-profit industry.
Experience in fundraising-related databases and software.
Desirable experience with the non-profit sector.
Desirable previous experience in supervising database migration and setting up a Contact Relationship Management (CRM) system.
Desirable previous experience in project management.
Desirable previous experience in managing agencies/vendors.
Desirable experience in data analysis and segmentation.
Knowledge of English and UN working language of the duty station if not English.
Knowledge of English and/or UN working language of the duty station if not English.

Skills

Public Administration
Business Administration
Economics
Private Sector Partnerships
Direct Marketing and Direct Response Fundraising
Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc.
Cross-cultural communication
Drafting and Documentation
Raiser’s Edge
Salesforce
Data analysis
Segmentation
Project management
Vendor management

Location

Toronto, Canada

Work Type

Temporary Assignment/Appointment
Maternity Leave Cover

Experience Level

3 years relevant experience with High School Diploma
2 years relevant work experience with Bachelor or equivalent or higher

Education Level

High school diploma
Bachelor's degree
Public Administration - Other
Business Administration - Other
Economics - Other

About the Company

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.
UNHCR, the UN Refugee Agency, takes the lead in protecting people forced to flee wars and persecution around the world, providing life-saving aid including shelter, food and water to ensure their basic safety, rights and dignity.
With 18,879 women and men working in 137 countries, we work tirelessly to make a difference in the lives of 89.3 million forcibly displaced people worldwide.
Our dedicated and professional staff work around the clock in roles including legal protection, community services, public affairs, health and more.
Despite the challenges they can face, our staff are proud to work for UNHCR and determined to make a positive impact.
Our dedicated staff work to protect and assist people fleeing conflict and persecution at a time when global forced displacement is at a record high.
Our colleagues bring a wide range of specialized skills, including expertise in legal protection, administration, community services, public affairs, health and other disciplines.

Equal Opportunity

The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.
Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.
If you are a person with a disability and you expect you may face challenges during the recruitment process, you can indicate it in your application form.
There are options to select any health conditions you may have and outline any necessary adjustments related to disabilities during the recruitment phases.
Providing this information is optional. It will be treated as strictly confidential and used only for the purpose of finding out how to better assist you during the recruitment process.
Adjustments for candidates with disabilities will be provided as best as possible and as needed upon request.
All candidates will be assessed based on meeting the requirements for each vacancy in relation to experience, skills, and education.