Purpose of the activity / assignment : The main function of the consultancy is to promote the acquisition and retention of new individual donors through the telemarketing channel, in order to increase UNICEF income in Panama.
To achieve this result, the consultant will support the individual fundraising area, being responsible for the planning and implementation of the telemarketing channel strategies, as well as quality monitoring and evaluation to improve the performance management of marketing campaigns.
telemarketing focused on the acquisition, retention and maximization of the value of individual donors.Background : The United Nations Children's Fund, UNICEF, has the mandate to collaborate with governments and civil society organizations so that the rights of all children and adolescents are respected, protected and fulfilled, as established in the Convention on the Rights of the Child (CRC) that was ratified by Panama in 1990.
UNICEF and the government of Panama agreed on the priorities for children for the period 2021-2025 under a new country program document.
Scope and description of the consultancy : Under the supervision of the Partnerships Specialist, the selected individual contractor will be responsible for : TELEMARKETING CAMPAIGNS STRATEGY : Perform the planning of the strategy and annual work plan of telemarketing campaigns with agencies with internal teams to achieve the goals of acquisition of new donors and retention and maximization of value of current donors.
Support the supervisor to carry out the acquisition and income projection exercises for the application of investment funds.
IMPLEMENTATION OF THE TELEMARKETING STRATEGY AND CAMPAIGNS : Implement fundraising strategies and initiatives through telemarketing, including donation acquisition campaigns (pledge and one-off), retention and maximization of new and existing donors.
Ensure the effective implementation of telemarketing campaigns by agencies or call centers. Carry out a close follow-up to identify, propose actions and correct operating problems.
Maintain contact with their managers and supervisors on indicators, motivation plans and campaign quality.Establish performance indicators (KPIs) and goals for the different telemarketing campaigns.
Continuously analyze the information regarding the main indicators in order to make recommendations and changes to maximize the telemarketing channel and the agencies in terms of conversion and retention.
Monitor contactability and segmentation indicators to propose and request improvements to call centers, external partners and internal teams.
Ensure efficient management of the lead bases generated in digital campaigns of the office and their segmentation / delivery to the call centers.
Supervise and give continuous feedback on the recruitment and onboarding process of telemarketing operators in agencies or suppliers, identifying profiles and capacity adapted to the needs of different campaigns and agencies.
Establish training and motivation schemes for collecting agents and suppliers.Develop and offer valuable content for fundraising agents such as campaign scripts, UNICEF trainings, sales training and objection handling, listening to quality monitoring calls, planning incentive programs.
Support the operations area for the reconciliation of agency invoices with actual production.Support in the process of analysis and hiring of call centers.
REPORTS AND REPORTSGenerate and share the reports of monthly telemarketing campaigns or others required according to the operation.
Develop and maintain dashboards to monitor the key performance indicators of the telemarketing channel.Agree with the call centers and analyze the daily, weekly or monthly campaign reports in relation to the goals.
Support in the preparation of other required reports on the collection channel by telemarketing, for example the reports related to the request for investment funds.
INFORMATION TECHNOLOGIESEnsure that the activities, platforms and systems of telemarketing agencies and providers ensure the secure transfer of data and compliance with UNICEF standards.
Ensure compliance with legal requirements in all short and long-term telemarketing activities (data management, data protection).
SYNERGY OF TELEMARKETING EQUIPMENT AND ACTIVITIESProvide support to the supervisor to coordinate and generate synergy in the different collection efforts through telemarketing (suppliers, agencies, partners and / or UNICEF teams).
Ensure the performance of all external providers and agencies. Follow up on the results.Liaise and work with regional PFP and telemarketing teams and report on results.
Coordinate effectively and collaboratively with the team responsible for the individual donor channel and the digital channel in order to promote teamwork.
Required profileEducation : University degree at the Bachelor level in Marketing, Sales, Business Administration, Advertising or Fundraising.
Experience : At least 3 years of progressively responsible professional work experience in telemarketing, contact centers, direct sales, business departments and / or individual fundraising areas.
At least 1 year experience in the supervision of intangibles campaigns.Desirable experience as coordinator or management of high performance / sales teams in call centers.
Language proficiency : Fluency in Spanish and knowledge of oral and written English is required.