Temporary appointment (364 days): Partnerships Specialist (Supporter Experience), P3, PFP, Geneva, Switzerland # 116573

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.

The Partnership Specialist (Supporter Experience) is a mechanism to deliver UNICEF’s Strategic Plan 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.

For every child, a Champion

The Partnership Specialist  (Supporter Experience) will play a critical role in improving country  capacity to deliver optimal supporter experience, commitment and loyalty, with the responsibility for the market deployment of new tools and methodologies and build market capacity plans with curricula that ensures the proper adoption of the assets.  The role will sit within Private Fundraising and Partnerships (PFP), and form part of the Supporter Engagement Strategy (SES) team reporting to the Senior Coordinator.  The main role of the Partnership Specialist (Supporter Experience) is to ensure that markets have the tools, techniques, and practices in the principles of acquisition and supporter loyalty, ultimately enhancing their segmentation capabilities beyond transactional behavior. The initial market focus would be in countries in Asia and South America.

How can you make a difference?

The Partnership Specialist (Supporter Experience) will have the following responsibilities:

Improve the Tracking of Supporter Experience and Removing Process Friction

• Evaluate existing solutions and methodologies used by markets across multiple channels (online and offline), in the gathering and management of leads and supporters’ experience, such as persona-building capabilities, surveying tools, “mystery shopper” studies, and segmentation functionalities.  Identify solutions that can be leveraged across markets
• Perform market needs-assessment of tools to track and respond to supporter experience and provide recommendations of existing tools that can be leveraged across markets to address gaps.
• Align supporter experience strategies with marketing initiatives, informing markets about new product features and functionalities.
• Create strategic and tactical plan to address gaps and secure the adoption of tools, with proactive steps to monitor the voice of supporters and maintain positive experiences.

Increase Markets Assets to Improve Supporter Experience and Engagement

• Create roster of available tools, software, and methodologies that enhance market capacity to improve supporter experience and engagement, keeping informed of industry trends and new CRM technologies.
• Collaborate with IT developers, as well as the production, marketing, and sales teams to perform an inventory of functionality offered by existing licensed software (Salesforce, etc.) and onboard new supporter service tools and brand awareness capabilities.
• Become a champion of Salesforce capabilities in its suite of tools, assessing opportunities for markets to leverage and maximize its usage by outlining their value proposition in market onboarding conversations.
• Help markets integrate optimization techniques into their BAU marketing framework, such as A/B testing, behavioral economics, and benchmarking analytics.
• Analyzing supporter feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Create a supporter centric knowledge bank to accelerate countries participating in CORE solution through resources, guides, tools, and technical assistance where needed.

Secure Market Adoption

• Develop sales materials for markets to understand scope, costs and benefits of adopting supporter engagement tools.
• Identify supporter needs and taking proactive steps to build market awareness and secure desire to participate.
• Respond to supporter queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Document processes and logging technical issues, as well as supporter compliments and complaints.

Enhance Supporter Engagement Strategies

• Map out the target markets’ techniques and tools used to engage supporters, with a view to identify best practices that can be expanded to other markets.
• Work with target markets to document supporter engagement strategic direction and identify functionality gaps, both technical and capacity related, to meet such markets’ strategic plans.
• Perform market scan of existing solutions that can be integrated to meet strategic goals and collaborate with the markets to successfully adopt them.

DELIVERABLES

The efficiency and effectiveness of support provided by the Partnership Specialist  (Supporter Experience) 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.

1. Market evaluation of solutions and methodologies used to monitor user/supporter experience, with identification of tools that can be used across markets
2. Market gap analyses in tracking and responding to the supporter experience with recommendations of tools to address gaps
3. Tactical plan for markets to address gaps and secure the adoption of tools to track user/supporter experience
4. Roster of leading technology, tools, software, and methodologies that enhance market capacity to improve supporter experience and engagement
5. Roll out plan for markets to integrate optimization techniques into their BAU marketing framework, such as A/B testing, behavioral economics, and benchmarking analytics.
6. Supporter centric knowledge bank to accelerate countries participating in CORE solution through resources, guides, tools, and technical assistance where needed.
7. Documented best practices used by markets in engaging supporters.
8. Report to track market improvements, lessons learned and best practices.

Estimated duration of the contract:

• 364 days

Reporting to:

• The Senior Coordinator

Working Place:

• Geneva is the official duty station. (Flexible work arrangements may be applied if there is a need.)

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

Education:

• An advanced university degree in one of the following fields is required: Marketing, Communications, Non-profit or Business Management, or another relevant field or a bachelor’s degree within the same disciplines with an additional two years’ experience.

Experience:

• Minimum of five years’ proven experience in marketing, product development and project management, with experience in delivering results at global and individual market-levels.
• Demonstrated experience in developing new product market strategies.
• Expertise in change management tools and practices required.
• Minimum of five years’ experience in matrixed, multi-stakeholder projects with demonstrable results, and stakeholder satisfaction.
• Experience with digital campaigning using CRM (ex: Salesforce) is an asset
• Background in capacity building and training.
• UNICEF experience would be considered an advantage.
• Familiarity of the business and working context of either one of the regions where this position would provide support, namely to countries in South America and Asia.

Language requirements:

• Fluency in English is required. Working knowledge of Spanish or another UN language 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.

The UNICEF competencies required for this post are…

• Relating and Networking (L II)
• Applying Technical expertise (L II)
• Analyzing (L II)

 To view our competency framework, please visit here.

Click here to learn more about UNICEF’s values and competencies.

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.

Remarks:

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.