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UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built. We offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture., coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, the right to peace 

PURPOSE OF ASSIGNMENT:

The PFP Individual Giving (IG) team based in Geneva acquires donations and donors from countries without existing fundraising infrastructure. The IG is also a lead participant in the Supporter Engagement Strategy (SES), which aims to increase the global acquisition and engagement of UNICEF's diverse supporter base, including donors, advocates, and volunteers. As a result, UNICEF has Individual donors who need direct support and countries that require to have stronger donor care. The change of CRMs presents a unique opportunity to deliver these improved relationships.

This role has a dual purpose:

1. Support and influence the development of an improved donor experience for donors recruited and retained directly by the IG team. These donors come from 10+ UNICEF countries and require a thoughtful, personalized, and audience-centric approach. Using the existing Salesforce instance, the role holder should deploy available functionality to improve the donor experience, nurture relationships, and increase donor retention.
2. Provide support to IG and SES teams to develop excellent donor care, and support global markets with best practices, evidence, and learnings to scale their donor-lifecycle programs.

There is existing expertise in the team across many channels, but this role will serve as the expert on implementing donor care within Salesforce and leveraging the system to test, capture, and replicate best practice.

How can you make a difference? 

SCOPE OF WORK:

Supporter Engagement

• Effectively respond to all enquiries, interactions, and complaints regarding UNICEF's donations, upgrades, cancellations, receipts, and fundraising activities through email, web, social media, and potentially live chat.
• Take full ownership and deliver 100% donor satisfaction through swift query resolution, meeting agreed-upon SLAs, and maintain accurate supporter records. Update donor payment information in Stripe, Salesforce, and other linked technologies.
• Bring supporters closer to our work for children by responding to donations and fundraising queries.
• Collaborate with SES and digital fundraising teams to ensure Salesforce adequately supports donor care.
• Work with the SES team to update the implementation in Salesforce at HQ to develop an audience-centric approach to donor care, modernizing the strategy to support the scaling of donor lifecycle marketing.
• Support HQ campaigns (both planned and emergency) by reporting donor feedback, surveys, and interactions, and using insights to improve end-to-end donor communication from acquisition to retention.
• Apply the UNICEF tone and voice of neutrality and inclusion to ensure every response is dignified and appropriate.

Knowledge, Insight and Recommendation

• Use internal knowledge to ensure accurate and informed responses.
• Record supporter feedback and share insights with internal teams to improve fundraising products and services.
• Collaborate with internal colleagues to source accurate information and tailor responses to individual supporters.
• Represent the team in cross-collaborative meetings to ensure the donor and supporter's voice is heard, and share feedback gathered through direct support interactions.
• Contribute to communication messages, email campaigns, Salesforce donor journeys, and paid media campaigns to ensure UNICEF supporters remain at the forefront of our work for children and that messages are supporter friendly.
• Analyze and recommend improvements to donor-centric communication at the email, campaign, content, traffic source, and audience levels.
• Stay informed of relevant legislation to ensure all donor care activities comply with international and regional laws, regulations, and codes of practice.

Support global markets with best practices, insights, and learnings to help improve donor lifetime value

• Serve as one of the subject matter experts within IG, supporting project teams by providing expertise on donor care and donor-centric communication.
• Improve lifetime value, retention rates, donor satisfaction, and long-term donor relationships across UNICEF markets using Salesforce.
• Support and influence the SES project team on how excellence in donor care can be achieved through adoption and effective use of the new CRM system.
• Work with the Salesforce CRM team to provide design feedback, through internal cross-functional teams in IG, on how the donor care interface can be optimized to ensure efficient, personalized donor experiences.
• Advocate for needs of the donor in IG strategies, and then promote those strategies with countries during marketing automation and journey implementation.

WORK ASSIGNMENTS OVERVIEW:

• Provide monthly reporting on interactions with donors, highlighting areas for development to move towards more effective approaches to donor care.
• Improve donor retention by preventing cancellation and maximizing donor value (upgrades/downgrades).
• Serve as the daily point of contact for donor requests, handling them in line with donor expectations.
• Deliver reporting on the potential for higher-value donors and agree on an action plan in coordination with the email specialist.
• Provide design feedback to enhance Salesforce implementation, ensuring it is delivered in a timely manner and improves business outcomes.
• Work with the HQ donor project team to identify and plan improvements in all aspects of HQ donor care.
• In coordination with the SES project team, produce guidance and documentation (informed by existing market experience) on the implementation of donor care best practices.

DELIVERABLES:

The consultant will provide the expected outputs for each of the 18 Markets. While the outputs remain consistent across Markets, the due dates are as follows:

• Markets 1 to 11 - Due on the 18th of each respective month (Market 1: 18 October 2025 - Market 11: 18 August 2026)
• Markets 12 to 18 - Due on the 17th of each respective month (Market 12: 17 September 2026 - Market 18: 17 March 2027)

EXPECTED OUTPUTS:

1. Respond to inbound donor queries, including donor records, SLAs, resolutions, reports, and tangible KPIs based on data and insights.
2. Develop a donor engagement plan that includes email campaign structure, audience targeting, creative testing, optimization tactics, and performance reporting.
3. Provide recommendations for lifecycle tests and changes to optimize donor experience.

To qualify as an advocate for every child you will have… 

Education:

• A first-level university degree (Bachelor's degree or higher) in digital marketing, communications, journalism, social science, or a related field is required.

Experience:

• A minimum of 5 years of relevant professional experience in a marketing, customer service or fundraising specialist role is required.
• Technical knowledge of how to carry out private sector fundraising donor retention or business-to-consumer customer retention and development is required.
• Strong copywriting, editing and copy evaluation skills to help draft messages for donor retention communications is required.
• Experience in day-to-day coordination of multiple projects or in a complex business environment is an asset.
• Ability to conduct research and identify relevant content for the development of engaging donor/customer communications is required.
• Strong communication and interpersonal skills are mandatory.

Language:

• Fluency in English is required. Knowledge of another official UN language is considered an asset.

Remarks:

• The application should include a short cover letter and a portfolio of sample work (portfolio of work). Sample works can include donor care, donor insights, and email journeys. At least 2 samples must be provided. Applications submitted without at least 2 samples of work will not be considered. (to be uploaded online).

For every Child, you demonstrate… 

UNICEF's values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS). 

To view our competency framework, please visit  here. 

Remarks:  

Only shortlisted candidates will be contacted and advance to the next stage of the selection process. 

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws. 

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts. 

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.