O Alto Comissariado das Nações Unidas para Refugiados (ACNUR) no Brasil seleciona Analista de Retenção de Doadores para trabalhar em seu escritório em São Paulo. Candidatos(as) interessados(as) devem enviar e-mail para brabrhr@unhcr.org até o dia 08 de março de 2020, seguindo as orientações do Termo de Referência.
The United Nations Refugee Agency (UNHCR) is the world’s leading organization in helping and protecting the millions of people forced to flee their homes because of violence, conflict, and persecution. We deliver life-saving assistance, including shelter, food, and water while also safeguarding fundamental human rights, safety and dignity.
Our Brazilian office is part of a global network that works in 126 countries, protecting over 60 million people. We were founded in 1950 as part of the United Nations effort to help people displaced by World War II. Since then, we’ve been on the ground helping over 50 million people forced to leave their homes and have received two Nobel Prizes for our work.
Responsibility:
– Support the Donor Development Associate in operationalizing the donor development and retention program and strategies
– Monitor and supervise a variety of suppliers/vendors and its reports, plans and materials for the donor development program, following the deadlines determined (telemarketing, direct mail, digital)
– Monitor the direct marketing agency to supervise strategy and ensure the execution of the donor
journey and right segmentation of the database to optimize income (telemarketing, direct mail and digital)
– Support copywriting and translation of donor development materials
– Supervise the donor care program. This includes writing and sending donor thank-you letters, donor receipts and addressing any donor complaints and inquiries in a timely manner.
– Work with telemarketers and agencies to ensure an effective and donor-centered scripts, using
training sessions for all donor retention and development programs( welcome calls, conversion calls,
reactivation calls, upgrade calls, etc)
– Ensure donor information is uploaded and updated accurately through the fundraising CRM software
– Regularly compile, review and systematize content from Headquarter and other UNHCR offices to support the development of content for donor dev materials
– Support to develop and maintaining strategic reports as needed
– Timely operationalization and monitoring of donor development activities which results in all communications reaching donors on time and as defined in the annual plan
– All defined key performance indicators for donor development program and donor care are measured and reported accurately to the Donor Development Associate, including complaints, telemarketing, direct mail, and digital KPIs defined. This includes filling out forms and reports as required on a daily basis.
– Perform other duties as required
Required Competencies:
Cross-Functional Competencies:
– Planning and Organizing
– Analytical Thinking
– Technological Awareness
Essential Minimum Qualifications and Experience:
– Completion of a Bachelor’s degree is desirable in communication, marketing, business
administration, social science or a related field.
– A minimum of two years of working experience in customer services, loyalty areas,
communications, or donor care support.
– Experience in private sector fundraising to individuals in the Brazilian market will be a plus.
– Experience in managing agencies/vendor will be a plus.
– Knowledge of MS Office especially MS Excel and MS Word
– Knowledge and/or experience in marketing, customer service, logistic workflow or customer relationship marketing.
– Attention to details, high accuracy and result oriented
– Excellent communication skills and strong interpersonal skills as a team player
– Ability to maintain strict confidentiality of donor information
– Proficiency in written and spoken English and Portuguese
– Customer service oriented
– Creatively seeks solutions
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