Job Title: PSP Individual Giving Associate - Telemarketing and Donor Service Vacancy Notice: VN 06/2019 Position Number -------
Location: Roma, Italy Position Grade: UNOPS L-ICA 6 Closing Date: 2019-01-24
Organizational Context

The primary purpose of the PrivateSector Partnerships Unit in UNHCR Italy is to generate income from individualdonors, corporate and foundations, in order to sustain UNHCR activitiesworldwide.


In accordance with the internationalUNHCR PSP strategy, many of the most common fundraising techniques will be usedduring 2019 to build a good relationship with new and existing donors as wellas to recruit new regular donors. A well-developed direct marketing programmeis part of this strategy.



The incumbent will work in connection with the PSP team in Italy andwill have the responsibility to assist the Individual Giving team with regardsto Telemarketing and work on targeted campaigns with different objectives,methods and timelines. The final result will be an improved telemarketing anddonor service contributing to limit and reduce attrition rate and increasedonor loyalty and value.


The Individual Giving Assistant - Telemarketing and Donor Service willdirectly report to the PSP Associate (Donor Development).


Under the direct supervision and coordination of the PSP Associate (DonorDevelopment), the incumbent will assist in the following:


  • Supporting in the implementation of programme enhancements to maximize performance for income generating campaigns and to improve donor retention as per Donor Development strategy and set KPIs (including ROI on income generating campaigns and overall net LTV/donor)
  • Setting strategic objectives for the programme by defining Telemarketing annual plan ensuring growth for income generating campaigns and supporting donor development activities to improve donor retention
  • Management and daily monitoring of all TMK activities across all vendors in order to meet set KPIs
  • Delivery of regular reports, insights and advice on telemarketing campaigns trends and improvements to be implemented
  • Implementing the operations of the following telemarketing campaigns: Upgrade, Conversion, Acquisition, Welcome, Recapturing, Loyalty, Thank you, One-off calls, Marketing Research, Upgrade potential Middle donors, potential Middle donors one-off and others
  • Drafting scripts for all telemarketing campaigns
  • Developing training materials and delivering initial, ongoing and on-the-job training sessions to the call centre staff
  • Extracting donors’ data from the database in order to define target donors and refresh criteria and procedures on a regular basis in order to ensure consistency across communication journeys
  • Monitor quality of data imported onto database and liaise with vendors and internal Database & Analysis Team
  • Budget monitoring of all invoicing across all vendors and if and when necessary regular reforecast of expense based on vendors/volumes
  • Developing and implementing Emergency plans for telemarketing activities
  • Supporting the coordination of the relations with telemarketing suppliers and testing if required new suppliers
  • Implementing new telemarketing systems and procedures
  • Supporting other PSP activities if requested

Accountability and Authority

Please notethat only short-listed candidates will be contacted for an interview.




Minimum Qualification and Professional Experience Required



·       Completion of secondary education

·       University degree will be considered anasset


Work Experience


  • A minimum of 6 years experience in the coordination and supervision of telemarketing/tele selling campaigns (in profit or non-profit industry) is required.
  • Fundraising experience is an asset (within international organizations is a plus).
  • Call centre management is an asset.
  • Experience in coordinating telemarketing activities in a call centre private company and in a non-profit Organization is an asset.


Language requirements


·       Excellent English and Italian isrequired


Required Competencies


·       High level of analytical thinking

·       Download:Job description/terms of reference


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