Working closely under the supervision and guidance of the supervisor, this position will help drive strategic growth and engagement of UNICEF Thailand's non-financial supporter (NFS) base, encompassing volunteers and newsletter subscribers, leveraging data-driven insights and CRM technology to maximize impact.
More specifically, the role aims to: 1. Elevate data-powered engagement of NFS by utilizing Salesforce, Volunteer Journey, and Supporter Segmentation to craft targeted campaigns that resonate with new and existing audiences; 2. Design and implement supporter journeys that deepen connections, cultivate loyalty, and convert new audiences into passionate advocates. 3. Optimize the use of UNICEF Thailand's CRM technology for timely and effective delivery of supporter engagement initiatives, contributing to program advocacy, brand awareness, and fundraising goals. Major Responsibilities:
Supporter Journey Mapping, Testing, and Implementation Initiatives:
Leverage data and insights from CRM to develop effective Volunteer Engagement plans, incorporating well-defined target groups, success indicators, and data-driven supporter journeys.
Actively assist the supervisor in crafting supporter journeys, specifically focusing on non-financial supporters, to optimize acquisition and retention outcomes- guided by strategic insights.
Collaborate with cross-functional teams to develop testing frameworks and segment testing plans to enhance acquisition and retention goals.
Data and Insights Production and Analysis:
Generate periodic, comprehensive and insightful Volunteer Engagement reports to extract valuable learnings and highlight optimization opportunities for continual improvement.
Conduct in-depth analysis of audience insights, offering valuable recommendations for effective audience segmentation strategies and regular analyses of supporter behavior to facilitate profiling, segmentation, and the optimization of targeted non-financial journeys.
Support the assessment of existing data gaps for non-financial supporters, proposing recommendations for data expansion. This involves internal tactics like consolidating data from various sources and external methods such as enhancing with readily available market data.
Actively contribute to knowledge management activities related to non-financial supporter journeys and interactions. This involves capturing and sharing key insights to enhance overall understanding and performance.
Management of CRM (Salesforce) for Non-Financial Supporters:
Propose and oversee the implementation of CRM platform enhancements suggested to the supervisor, includes maintaining CRM technology alignment with business needs and execute regular database processes, collaborating closely with the supervisor and Digital team.
Support seamless synchronization between the Marketing Cloud and the I AM UNICEF platform (Experience Cloud) for front-end and back-end operations.
Assisted in identifying and addressing supporter cases, executed data selections for email communications, and reported and resolved database glitches, working closely with the supervisor and wider Supporter Engagement team.
Support for the Supporter Engagement Team's Journey Operations:
Assist in designing and enhancing volunteer activities to engage non-financial supporters. This includes assisting in the Volunteer Leader programme and Corporate Partners’ engagement activities to ensure alignment with the journey mapping and UNICEF’s goals.
Support the management of the I Am UNICEF platform, including posting opportunities, promoting them on social media, and coordinating with the web developer for platform-related issues.
Curate Volunteer Impact Stories by collaborating with the team in collecting and creating impactful volunteer stories and activities for social media content and marketing emails to UNICEF supporters, providing translation support as needed.
Act as a focal point for annual World and Thai Children’s Day engagement activities and assist the supervisor in the planning and execution process.
Undertake any other related tasks as required or assigned by the supervisor to contribute to the overall success of the Supporter Engagement team's operations.
To qualify as an advocate for every child you will have… Education:
Completion of secondary education is required, preferably supplemented by technical or university courses related to the field of work.
Bachelor’s degree in the area of communication, social sciences, and/or related field, preferred.
At least five years of relevant administrative work experience - supporting in producing programme coordination, reporting, and communication.
Experience in support the work on training design and community facilitation, or have passed the training and facilitation certification course.
Experience working internationally or in the UN and other international development organizations is advantageous.
Experience in working with CRM systems, an asset.
Language and Computer Literacy:
Excellent written and spoken English; presentations, communication software, and visual design skills are highly desirable.
Experience in Data management and analytical skills (e.g., advanced working knowledge of MS Excel and/or other software for quantitative analysis).