Temporary Appointment
hace 17 días

UNICEF works in 190 countries and territories to protect the rights of every child. UNICEF has spent 70 years working to improve the lives of children and their families.

Defending children's rights throughout their lives requires a global presence, aiming to produce results and understand their effects.

UNICEF believes all children have a right to survive, thrive and fulfill their potential to the benefit of a better world.

For every child, Hope

The income from Private Sector Fundraising in the region is growing fast. In addition to this, offices in the region have identified significant potential for growth up to 2021.

Unlocking the potential of the telemarketing channel is key to realizing growth of Individuals fundraising.

In addition, in 2017 and 2018, markets have and will receive increased investment in telemarketing channels. There is a need to ensure the success of these investment programmes through filling resource gaps and ensuring best practices.

As telemarketing grows as a channel in the region, the number of touchpoints with potential donors grows. We need to be able to monitor these touchpoints and ensure the quality of each telemarketing call.

How can you make a difference?

This role will be the focal point for the development of UNICEF's Telemarketing (TM) Individual Giving donor recruitment and retention programs in the region (9 Country Offices in LAC region and two National Committees in North America), and thereby drive the growth of Individual Giving income.

The purpose of the role is to provide technical fundraising expertise, and guidance on managing TM recruited donors in order to enhance their experience with UNICEF, and maximize their donations through efficient fundraising processes.

The Specialist must contribute expertise and add value to the many Telemarketing campaigns from donor acquisition through cold outbound telemarketing, conversion of warm leads to pledge donors, Pathways to Pledge and inbound calls as a response mechanism to offline media like direct response TV or Direct Mail.

Lastly, the incumbent will provide advice for donor management, value maximization, quality control, donor saving and reactivation.

The Telemarketing Fundraising Specialist for LACRO / North America will work closely with the Global Fundraising Specialist for Telemarketing in Geneva and fundraising teams in the region to develop their fundraising activity in this area.

The role of the incumbent will be twofold 1) to fill resource gaps where necessary in offices 2) to impart best in class learnings in relation to the telemarketing channel.


Under the guidance of the Global Fundraising Specialist for Telemarketing in Geneva, the incumbent will perform the following duties :

  • The Telemarketing Specialist will spend 1-2 months in Brazil and Mexico Country Offices (COs) or wherever any additional need and / or opportunity will be identified.
  • Work closely with the CO fundraising teams to coach, develop, support and advise on their telemarketing activities and ensure the realization of plans and results.
  • The Telemarketing Specialist will work to fill resource gaps in the relevant offices in the region while also working alongside local staff to provide Telemarketing training to both telemarketing agencies and in-
  • house fundraising teams on best in class implementation strategies.

  • Provide remote telemarketing support to other offices in the region - providing support calls on telemarketing activities, answering ad-
  • hoc queries, sharing best in class examples of telemarketing implementation.

  • The collection and regular monitoring of telemarketing benchmarks in the Region in order to compare results, identify best in class performances and identify trends.
  • Organize and coordinate telemarketing webinars with key speakers from across the organization.
  • Coordinate the Regional Telemarketing training Workshop with the host and participating Offices.
  • The coordination of regular Regional competitions and field visits (if possible) to drive maximum performance, motivation and recognition of high performing fundraisers.

  • A Telemarketing Quality Control Program Guidance Document, relevant for countries in the region.
  • Up to 1-2 months spent in each of the Peru, Brazil and Mexico CO's or wherever any additional need and / or opportunity will be identified.
  • Regional Telemarketing Training Workshop coordinated with Global Fundraising specialist in Geneva, the Regional Individual Giving Specialist, fundraising offices and the Workshop host country.
  • Full evaluation of same to be carried out.

  • Telemarketing Webinars carried out on subjects to be decided alongside Global Fundraising Specialist in Geneva.
  • A database of TM script examples, Agency contracts, and best practice case studies

    The Incumbent will work under the supervision of the Regional Individual Giving Specialist in Panama and in alignment with the Global Fundraising Specialist (TM) in Geneva.


    The hired incumbent will be based at UNICEF's Regional Support Centre in Panama with frequent travel across the region as outlined above.

    Travel costs will be covered by UNICEF as per travel guidance and some remote working will be possible in line with UNICEF's flexible working policy.

    To qualify as an advocate for every child you will have

    Education :

  • Advanced university degree in relevant field. A first-level university degree in combination with qualifying experience may be accepted in lieu of an advanced university degree.
  • Experience :

  • At least 5 years' hands-on experience of TM fundraising, preferably in the LAC Region and across diverse markets, including : Training fundraisers;
  • Budgeting, Performance management and pay schemes; Preparing materials & scripts; Analyzing & reporting on donor recruitment including long term attrition;
  • Quality control and risk management.

  • Experience of negotiating contracts and enforcing contractual terms with TM agencies, preferably across diverse markets.
  • It would be an advantage if the person had gained the above experience in both agency and charity environments.
  • Experience of integrated multi-channel fundraising would be an advantage.
  • It would also be an advantage if the person has experience of other pledge fundraising and lead generation channels.
  • Language Requirements :

  • Fluency in Spanish and English is required. Knowledge of Portuguese would also be an advantage.
  • UNICEF Core Values :

  • Diversity and Inclusion
  • Commitment
  • UNICEF Core Competencies :

  • Communication (III)
  • Drive for Results (III)
  • Working with People (II)
  • Person Profile :

  • Proven ability to coordinate complex, multi-million dollar programs and work with senior level management.
  • Thorough and current knowledge of Telemarketing trends across multiple markets.
  • Demonstrated ability to work in a multi-cultural environment, and to establish harmonious and effective working relationships both within and outside the organization.
  • Demonstrated ability to devise, plan, develop and implement strategies and projects.
  • Proven ability to deliver to targets and demonstrated experience of results-based management.
  • Demonstrated ability to innovate and communicate ideas effectively.
  • Proven ability to work under pressure and to manage multiple priorities.
  • Strong analytical, negotiating and communication skills.
  • Strong presentation skills
  • UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified candidates from all backgrounds to apply.

    Opening Date Tue Jul 03 2018 07 : 00 : 00 GMT-0400 (EDT) SA Pacific Standard Time

    Closing Date Mon Jul 16 2018 00 : 55 : 00 GMT-0400 (EDT)

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