Responsable collecte particuliers - offline

UNHCR, the UN Refugee Agency, is offering a fixed-term contract within the Private Sector Partnerships Services in our Office in Paris, France.
Established in December 1950, the Office of the United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and co-ordinate international action to protect and assist refugees, forcibly displaced communities and stateless people. UNHCR works in over 135 countries to protect and care for over 80 million people.
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 Associate promotes team development of the IG team, providing effective leadership to enable and motivate a team of support staff members to operate to their full potential.
This position will sit within UNHCR’s Individual Giving (IG) team in France, which aims to raise funds from individuals in France to support UNHCR’s work.

The Snr PSP Individual Giving Associate may perform the following responsibilities:

General
• Develop annual plans for acquisition, donor retention and development programme (i.e. forecasts of costs and expenses, income projections, donor figures, etc.);
• Develop, manage and improve 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.);
• Work 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;
• Implement 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;
• Draft submission to the National Growth Fund related to IG programs to secure funding to increase and diversify donor base;
• Contribute to the development of detailed annual plan for the IG programs;
• Monitor and report on progress against the work plan, expenditure, budget and targets;
• Assist in the management of middle value donors and prospects as well as manage regular communication with IG Fundraising Unit and major donor program;
• Supervise the donor database management and any activity related to the donor data care, ensure data entry accuracy and provide analysis of data upon request.

Donor Acquisitions
• Work in close collaboration with PSP teams to develop cross channel fundraising campaigns including digital, F2F, Telemarketing, DRTV, direct mail etc.;
• Contribute to the development of the fundraising strategies and products for diverse individual fundraising activities that serve to recruit and retain loyal individual donors;
• Develop and implement emergency plans for telemarketing and Face-to-Face;
• Manage relations with partners, contractors and suppliers to implement IG programs;
• Contribute to broaden and enhance the market knowledge and in analysing the competitive environment to monitor PSP performance and make recommendation to management;
• Develop and implement a welcome program for newly recruited monthly donors and one-time donors;
• Coordinate any relevant reporting and analysis of donor development activities in order to evaluate performance and enhance future communications;
• In consultation with CRM Manager, ensure that effective TN selection criteria are made, schedule for export and import of TM files, prioritise and request data statistics needed for proper evaluation and optimisation of TM programs;
• Ensure quality control and training systems for F2F Agencies and in-house programs;
• Ensuring that donor acquisition income targets are achieved in a cost-effective manner;
• Manage relations with partners, contractors and suppliers to implement FR programs;
• Oversee scripts for different telemarketing campaigns;
• Develop emergency plans for different fundraising activities.

Donor Retention and Development
• Execute donor journeys according to planned schedule, conduct testing among journeys, implement donor engagement activities;
• Implement programme improvements as defined in the UNHCR Donor Development Strategy to strengthen individual giving fundraising programs;
• Foster a donor centric culture and communication ;
• Advise on donor care actions and improvement to be implemented;
• Develop, monitor and review retention program performance. Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans;
• Oversee donor development communications plans and fundraising activities, such as newsletter and special appeals, through a variety of media including direct mail, telemarketing, email and mobile;
• Oversee the development and implementation of donor retention communication materials and activities for existing donors and for emergency appeals;
• Target/segment based on donor insights, behaviour, interactions and gifts history;
• Keep up-to-date with giving techniques and strategies to increase or maintain donations from multiple donors;
• Write contents and supervise the design and production of the donor care materials;
• Support the coordination of the relation with telemarketing suppliers;
• Improve income of regular committed individual donors, optimising opportunities through data segmentation, supporter journey enhancement, new fundraising products, and optimization of current programmes;
• Ensure 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;
• Oversee the execution of monthly operations of recapturing by emails/mails, thank-you to donors;
• Improve the responsiveness, depth and quality of the relationship with donors;
• Deepen the relationship with donors and supporters through financial and non-financial actions;
• Ensure that all in-house and outsourced donor care representatives are provided with all information, including Q&A documents, necessary to handle any in-bound donor communications resulting from the donor development activities.

• Perform other duties as required.

We are seeking a dynamic, motivated and results driven team player, who is able to work independently as well, with a strong interest in fundraising, to become a steady and reliable asset to the UNHCR France operation within PSP Europe.
The Senior PSP Individual Giving Associate will work closely with the Global and Regional PSP Unit and with the teams at the Country Office in Paris. This position is key for the development of private sector fundraising for UNHCR in France and Monaco.
The PSP IG program in France has been continuously growing the last 5 years with an unprecedented level of donations and income in 2022. This position will be a key role in PSP France management team to achieve the next level of ambitions, especially on donor development program. We are looking at a professional fundraiser able to manage an individual giving growing team and operation both in donor acquisition programs (such as face to face, digital and off-line) and in donor development activities (such as telemarketing, donor care, email marketing, etc.).

The ideal candidate will be required to have:
• 4 years of relevant work experience with High School Diploma; or 2 years of relevant work experience with Bachelor or equivalent or higher diploma in Business Administration, Public Administration, Economics or other related field.
Essential:
• Minimum 4 years’ experience in private sector fundraising, sales, client/donor communication, marketing or journalism;
• Proven experience working in donor retention / development programmes;
• Experience in coordination and supervision of fundraising campaigns in profit or non-profit industry;
• Experience in fundraising related databases and software;
• Fluency in French and English (oral written, comprehension).
Desirable:
• Experience with the non-profit sector;
• Experience in Private Sector Fundraising;
• 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, Analytical thinking;
• Skills in online communication, web-based marketing and fundraising contents;
• Fundraising approach skills (Face2Face / Sales Prog. Outsourced-Sales workforce / Door2Door);
• Managerial skills (Judgement and Decision Making, Managing Performance and Managing Resources);
• Planning and Organizing skills;
• Political and organizational awareness;
• Cross-cultural communication skills;
• Negotiation skills;
• Accountability;
• Client- and results-oriented attitude.

The successful candidate will be based with the PSP team in UNHCR’s office in Paris, France.

Conditions
The position is associated with a Fixed-term contract valid for one year from recruitment, with the option for further extension. It is a full-time role with working hours starting from 9 AM to 6 PM, Monday to Friday (40 hours per week).