Office of the United Nations High Commissioner for Refugees (UNHCR) is recruiting a Senior Donor Care Assistant, carrying an external title of “Assistant Donor Care Manager”, to support the work of the individual giving supporter retention and development which utilises any viable donor care channels including printed, digital, telemarketing and join hands with acquisition team for lead generation and conversion.

Requirements and experience:

• Completion of the Secondary Education, degree is desirable in Marketing, Communications, Public Administration, Business Administration, Economics or a related field;
• Minimum 2 year of proven experience with Secondary Education or 1 year relevant working experience with Bachelor or equivalent or higher in a fundraising or sales environment working on donor/customer care or fundraising, gained in Hong Kong market;
• Minimum 2 years of previous experience in donor care or customer services, or donor development and/or communications.
• Experience working with fundraising activities such as direct mail, telemarketing, email marketing, Face-to-Face, DRTV etc.
• Experience in handling donors and/or individuals for fundraising purposes
• Knowledge of customer segmentation and analysis approaches. Experience in training fundraising or sales representatives in telemarketing agencies.
• Experience in coordinating the day to day work of suppliers.
• Experience in customer service.
• Knowledge of MS office especially MS Word, MS Excel;
• Proficiency in written and spoken Chinese (Cantonese and Mandarin) and English;

Responsibilities

A. General

• Assist in the implementation of acquisition programs;
• Assist in the implementation of donor care and retention programs;
• Provide front-line customer service for all inbound inquiries from donors, through the phone, email and mail and will assist donor with gift acknowledgements, refunds, tax receipt requests, tribute and symbolic gift cards, and other donation related issues;
• Perform donor base analysis to support the definition of strategy and tactic of donor relationship;
• Assist in the implementation of a tailored middle donor program/strategy;
• Contribute in procurements to Face-to-Face activities or other activities including preparation of RFQs or RFPs, receipts of quotations, bids or proposals in compliance with the procurement standards and rules;
• Provide functional guidance to the donor care assistant, ensuring proper implementation of fundraising activities and middle donor care programme effectively and efficiently and with a donor focused approach;
• In close coordination with the supervisor, support in middle donor budgeting and provide middle value donor and the financial forecasts;
• Support targeting/segmentation based on donor insights, behaviour, interactions and gifts history;
• Prepare and submit the monthly income recording, bank reconciliations and earmarking reports;
• Prepare and submit regular reports on all contacts with donors, prospects and maintain sufficient records, contacts’ reports and background data to facilitate periodic reports on activities;
• Prepare daily/weekly/monthly progress reports on acquisitions and donor care KPIs;
• Liaise with bank and payment platforms to ensure timely and accurate payment collections;
• Participate in annual campaign goals;

B. Donor Acquisitions

• Assist in monitoring and reporting on KPIs of different fundraising activities on a monthly, quarterly and yearly basis;
• Support fundraising activities for the acquisition of new donors in F2F, DRTV, Direct Mail, etc.;
• Support digital programs (advertising, social media, search engine marketing, etc.);
• Support in the development of new donor acquisition plans;
• Contact prospects to determine capability and propensity for joining the middle donor program with an increased level of giving;
• In close collaboration with donor communication teams and external relations provide relevant content of messaging and proper training for IG fundraisers;
• Solicit, negotiate agreements and close gifts with potential donors;
• Participate in annual fundraising campaign plans;
• Prepare and participate in the recruitment of Face-to-Face fundraisers to fill vacant positions including applications’ review, interviews and tests as well as orientation and induction;

C. Donor Retention and Development

• Support in the development and retention of existing donors;
• Deal with donors’ requests and manage complaints;
• Follow up donors by phone, post, electronic mail in relation to donation transactions issues and donor inquiries;
• Follow the development of all the creative, production and services related to appeals, stewardship communication etc;
• Produce reports and analysis to enhance programme performance, donor retention and understand donor behaviour;
• Support donor service toll free number activities;
• Execute data entry needed by outbound and inbound campaigns;
• Update UNHCR fundraising database with donors’ data, gifts data, fundraising campaigns data when needed;
• Support fulfilment operations for specific campaigns;
• Assist in processing one-off donation transactions;
• Process monthly donations (both autopay and credit cards), escalate and advise the supervisor in case of inaccuracy and special occurrence;

D. Perform other duties as required

Closing date: 24^th September 2020

Applicants who wish to be considered for this vacancy should send their

• Signed Personal History Form (available at <https://www.unhcr.org/hk/wp-content/uploads/sites/13/2019/03/Personal_History_Form.zip>); and
• Motivation letter

by email only to our email address stated on our website < https://www.unhcr.org/hk/en/job-opportunities >. Please ensure that they are sent with the titles “your name Personal History Form” and “your name Motivation letter”. Please put “UNHCR – Senior Donor Care Assistant” in the email subject line.

Only shortlisted candidates will be notified and invited for interview and written test.