Consultant - Supporter Engagement Strategy

**Job no**: 582034
**Contract type**: Consultant
**Duty Station**: Geneva
**Level**: Consultancy
**Location**: Switzerland
**Categories**: Communication, Partnerships, Fund Raising

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

**For every child,**_a chance_**

The Division of Private Fundraising and Partnerships (PFP) aims to achieve results for children by maximizing UNICEF's private fundraising and advocacy around the world. To carry out this mission, PFP coordinates fundraising activities and private sector partnerships with offices in over 50 countries.

The global team operates to support and enable countries in their fundraising, and this role works within that approach to support and develop the capabilities of teams, as well as supporting or leading the development of relevant global strategies. Individual Giving is one of UNICEF’s most critical sources of revenue and the PFP Individual Giving team, which this role would be part of, focuses on supporting countries to grow their individual giving revenue.

The PFP Individual Giving team based in Geneva is a lead participant in the Supporter Engagement Strategy, which aims to increase the global acquisition and engagement of UNICEF's diverse supporter base, including donors, advocates, and volunteers. A key part of the strategy is to replace the incumbent CRM systems currently in place in 21 country offices with Salesforce-based technology, including in the EAP, ECA and LAC region.

**How can you make a difference?**

The Supporter Engagement Strategy (SES) Fundraising Specialist (CRM Success) will ensure that UNICEF offices that have gone live in the region with Salesforce / Marketing Cloud are able to maximize their fundraising performance by supporting them with all aspects of fundraising operations represented in the system.

At the point of hand over from the implementation team, the SES Fundraising Specialist will be responsible for the following: further refining business processes for maximum efficiency, prioritizing bugs or enhancement requests, data hygiene and standardization, maintaining discipline to required coding standards and reporting mechanisms, identifying new opportunities to add to the CORE UNICEF system, and ensuring that each office maintains a clear plan for further development of the system.

**Scope of Work**

**1. Post-deployment support and maintenance of markets with entire SES Digital Platform**
- Ensure that each UNICEF office using the SES platform is using the system as effectively as possible, in a compliant fashion and optimized for fundraising performance.
- Support the making of business decisions from fundraising/supporter experience and satisfaction viewpoints, taking cost and ROI into consideration to make recommendations to business and product owners where appropriate.
- Advise markets on ongoing data analytics workstreams such as rich data metrics and dashboards.
- Ensure offices use the system as it was designed, maintaining data hygiene, data standardization, coding structures, campaign hierarchies, and related business processes at all times.
- Ensure that offices adhere to standards by working closely with them and supporting any business process, or system changes required.
- Ensure that supporter data integrates in the right manner with Marketing Cloud to serve journeys.
- Support the development of supporter journeys through updating them and performing tests in collaboration with each office.
- Collaborate with markets, the Individual Giving Team (IG), wider UNICEF divisions (such as ICTD) and third-party vendors to ensure the best technology (and use thereof) maximizes Individual Giving performance.
- Provide ad-hoc training to users / offices as required.

**2. Contribute to improvements on SES Digital Platform**
- Identify and develop areas of business process improvement, or where local processes can be adapted to CORE functionality or propose enhancements to CORE.
- Identify opportunities to update/upgrade systems and platforms and develop the business case for doing so.
- Manage a clear plan for each office in the region for the development of the system and ensure that resources are available for delivery. Ongoing developments are planned and delivered to schedule.
- Track the global developments in fundraising and engagement platforms across the sector, and beyond, maintaining relationships with key contacts in the technology industry.
- Support the continual development of analytical models, including the introduction of AI technologies.

**3. Delivery of support plan for stabilization of SES Digital Platform in**
EAP: Thailand, Malaysia, Indonesia and Philippines
ECA: Croatia, Bulgaria, Greece Romania, Ser