Would you like to become a child champion at UNICEF Mexico, working as a Fundraiser by managing and ensuring the operation of the Telemarketing acquisition program aiming to achieve the established goals and contributing to the correct implementation of all the In House campaigns in terms of timing and results? It is an excellent opportunity to be part of UNICEF's Telemarketing team and implement your negotiation skills, knowledge, and experience to develop strategies to raise funds for UNICEF programs in Mexico.
The Fundraising Associate (Telemarketing) is responsible for the successful implementation and planning of the telemarketing In House program for the acquisition of new monthly donors, ensuring a correct evaluation and monitoring of the campaigns to be in compliance with the general objectives and of the strategic fundraising plan in the Mexico office. In addition to directly supervising the administrative control of expenses, contracts, and billing of the In House program and allied agencies with which the telemarketing campaigns are implemented.
This position will work with an internal team and with external agencies promoting cost-effective processes, quality control, goal oriented and innovation in the Telemarketing acquisition campaigns.
How can you make a difference?
The Fundriasing Associate Telemarketing, at the GS-6 level in the Private Fundriasing Program (PFP) area, in the Individual Giving Section, in the Country Office of México, reports to Fundraising Officer Acquisition who is at the NO-2 Level.
Under the supervision of the Fundraising Officer-Acquisition, the Fundraising Associate (Telemarketing) is responsible for the successful implementation and planning of the telemarketing In House program for the acquisition of new monthly donors, ensuring a correct evaluation and monitoring of the campaigns to be in compliance with the general objectives and of the strategic fundraising plan in the Mexico office. In addition to directly supervising the administrative control of expenses, contracts, and billing of the In House program and allied agencies with which the telemarketing campaigns are implemented.
This position will work with an internal team and with external agencies promoting cost-effective processes, quality control, goal oriented and innovation in the Telemarketing acquisition campaigns.
Planning and Strategy
Under the supervision of the Fundraising Officer Acquisition and the general supervision of the Individual Giving Specialist, the incumbent will define the strategies, contents, designs, components, and timing of the different Telemarketing In House activities and campaigns defined in the PFP Annual Plan.
Responsible of developing the annual plan for the Telemarketing In House strategy (this could include sub-channels such as Lead Conversion, Reactivation, Cold Calling, CPTP, Cross-Selling and/or others) considering analyzing and defining strategies and tests considering the main Key Performance Indicators of the program such as SPH (sign up per hour), contact rate, conversion rate, average donation, payment rate and attrition. Together with the Fundraising Officer Acquisition, establish a work plan and time line for the implementation of new campaigns, testing and innovative processes within the program, including planning, profitability analysis, training, and benchmark analysis.
Establish a working culture in the In House acquisition program oriented to productivity and quality which will be constantly reviewed with the acquisition team. Develop monthly and annual projections of the program, considering human resources plan, travel, expenses, productivity, among others.
Under the supervision of the Fundraising Officer Acquisition and the general supervision of the Individual Giving Specialist and together with the Fundraising Associate (TMK Agencies) the incumbent will define the strategy for the correct expoitaition of the leads generated by the Digital team.
Implementation and Monitoring
Implementation of fundraising campaigns and the work plan for actions of new telemarketing partners, providing operational data relevant to the campaign proposal, monthly objectives, metrics and key performance indicators (KPIs).
Ensure the effective implementation of telemarketing campaigns considering a close monitoring of In House (INH) program and allied call centers to identify and correct operational problems, including motivation/incentive and training plan and campaign quality.
Perform weekly monitoring of main KPIs: sign up rate, average gift, conversion rate, average age of donors, and attrition rates. Manage the general performance and support the correct decision-making and action. Establish a culture of daily, weekly and monthly monitoring working with the data base team and communiting main finding and promoting changes fast and on time with the field team and the agencies.
Provide timely follow-up to ensure that incident levels are kept to a minimum and ensure that incident reports are responded timely and appropriate manner in coordination with the Quality Control and Administration team. Perform qualitative and quantitative performance reports and analysis of results.
Collaborative and Partnership Work
Lead and manage an extender team of telemarketers and a telemarketing coordinator ensuring a healthy and motivated work environment. Providing guidance and follow up to a extended team staff under his or her supervision focusing in maximizing the Telemarketing channel as part of the Individual Giving strategy.
Supervise and give continuous feedback to the recruitment team regarding telemarketing operators and/or supervisors, identifying fundamental competencies, profiles and capacity adapted to the needs of the different agencies. In addition to supervise the onboarding process of new collectors to ensure correct knowledge and monitoring of the first days.
Work and develop campaigns/programs with the extended Individual team considering data base, training, donor care, Face to Face, digital.
As required, under direction of the supervisor, collaborates with other agencies, internal teams, other NGO’s and implementing partners on the elaboration and implementation of the F2F strategy including information exchange and harmonization.
Constant communication with Telemarkting fundraising teams in other countries and regional and/or global office Telemarketing specialists.
Administrative processes
Ensure the timely and cost-effective provision of services and material that enhances the Telemarketing program including promotional products, call center gadgets, daily motivation dyamics.
Ensure the bidding and supply UNICEF´s processes are in compliance with the organization's administrative policy, procedures, rules and regulations.
Control the expenses of the program ensuring a good communication with finance and admin in terms of invoicing and contracts follow up.
Performs any other duties and responsibilities assigned as required.
To qualify as an advocate for every child you will have…
The following required education, experience, and languages:
Completion of secondary education is required, preferably supplemented by technical or university courses related to Business Administration, Management, Economics, Social Communication, Marketing, Finance, Social Development, or related social science field. Alternatively, completion of a bachelor's degree may replace some of the required years of experience, that is if the candidate has this level of degree he/she may be considered if their relevant experience sums four years.
A minimum of six years of relevant work experience as an operator, supervisor, and/or coordinator leading Telemarketing programs in call centers.
