Consultant - F2F (Face-to-Face) Donor Acquisition, UNICEF Thailand Country Office, Bangkok, Thailand, Job No# 561815
Job no: 561815
Contract type: Consultant
Duty Station: Bangkok
Categories: 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 better future
UNICEF works to ensure the rights of all children in the East Asia and Pacific Region. This means the rights of every child living in this country, irrespective of their nationality, gender, religion or ethnicity, to:
- survival – to basic healthcare, peace and security;
- development – to a good education, a loving home and adequate nutrition;
- protection – from abuse, neglect, trafficking, child labour and other forms of exploitation; and
- participation – to express opinions, be listened to and take part in making any decisions that affect them
How can you make a difference?
The Global F2F Strategy recommends to all markets that risk to acquisition volume should be mitigated by not relying on F2F agencies and that in-house teams should be the primary acquisition income. UNICEF Thailand Country Office (TCO) wants to urgently work towards these global recommendations as acquisition volume in Thailand has historically come from agencies. Currently, one agency recruits at a higher level than in-house, but they still need time to develop industry benchmark retention. The second agency has remained stagnant in the last two years and provided less than 20% of its targets agreed for each calendar year. The Thai market also has no other options to add another agency to improve the agency portfolio. Therefore, the agency portfolio is weak, so the performance of in-house teams is critical to the F2F channel. Overall, this situation is a high risk for TCO and needs to be addressed. TCO needs a F2F (Face-to-face) Donor Acquisition consultant to provide expertise TCO has not been able to find in the Thailand market since in-house started in 2018. The consultant is needed to work with the F2F team to strengthen all their systems and processes and develop their employees. The consultant's long-term goal is to scale the in-house F2F operation to ensure in-house income is significantly greater than agency income, which will minimize acquisition volume risk for Thailand for F2F and the individual giving program overall. The RSC is supportive and aligned with this strategy. The recruiting an in-house consultant is a priority project defined within the 2022 PSP. It is a critical step in planning for 2023, and the recruitment must take place in Q3 and Q4 2022 to facilitate 2023 in-house targets.
Work Assignment, Expected Deliverable and Delivery Schedule:
1. Assignment: Developing the F2F strategy plan to improve and grow capacity of the team and increasing the acquisition targets. The incumbent has to work with the team to accomplish KPIs in the budget, including (but not limited to) volume, average gift, and retention.
Expected deliverable 1:
- Sales per Fundraiser (by shift) & approved volume: 1 –1.5 Piece average, 4,000 to 6,000 pledges in 2023, Average donation amount: THB 500, 50% of donors aged 35 up, 80% of credit cards, and Approval rates: 85%.
- Work with the team to develop the strategy and plan on searching, recruiting, and onboarding suitable candidates for the In-house F2F team.
- Work with the team to develop strategy and plan on strategic events/locations to ensure the premium events/locations' availability to support the team's growth and expansion.
Delivery schedule: 30 June 2024
2. Assignment: People management (Leadership and culture) - The incumbent will hold an advisory role in creating a great work culture and environment for the in-house team (back-end and front-end) to meet its acquisition targets
Expected deliverable 2:
- Daily coaching with the in-house head of operation on the management of approximately 20 to 60 fundraisers and 5 back-end support team members on achieving fundraising output indicators
- Training and coaching plan and toolkits for each role
- Working with supervisor and in-house leadership in (a) instills a strong sense of Care, Responsibility, Integrity, Trust, and Accountability. (b) Build and support a culture of innovative and evidence-driven mindset to drive fundraising growth.
- Working closely with supervisor to design, implement, and test clear team structure, job function, and specific KPIs for each job category for both back-end and front-end teams.
Delivery schedule: 30 June 2024
3. Assignment: Performance management - The incumbent will monitor and report team performance and develop managers, STL, TL, and Fundraiser's performance management skills
Expected deliverable 3:
- Consolidated weekly, monthly and quarterly performance review summary, including performance improvement and capacity building plan and recommendation
- Act as an active observer in managers and STL/TLs bi-weekly 1-2-1. Then provide guidance and recommendations in (a) ensuring a deep understanding of each performance indicator, (b) linking indicators and Fundraiser's behaviors, (c) providing practical feedback, and (d) thorough follow-ups and documentation.
- Create and update a list of performer categories for capacity-building purposes.
- In the presence of the team manager, actively engage with low performers to improve monthly performance indicators by identifying improvement areas and implementing remedial action.
- Identify, recognize, motivate, and retain high performers from each category for potential capacity building.
Delivery schedule: 30 June 2024
4. Assignment: Capacity planning and building - The incumbent will develop and ensure operation sustainability with systematic capacity planning and building
Expected deliverable 4:
- Design, develop and document training and coaching for each job category.
- Design, develop and document promotion criteria, and develop career development for each job category transparently and inclusively.
- Based on 121 and field observation, identify and recommend potential successor(s) for each category through robust performance tracker and analysis work.
- Working with respective managers to groom the selected successors in closing the talent knowledge gap via various innovative interventions (training, coaching program, shadowing, short-term projects, etc.)
- Develop capacity planning (staffing) and team rota to ensure business continuity.
Delivery schedule: 30 June 2024
5. Assignment: Internal communication - The incumbent will work with in-house leadership in cultivating a working culture that upholds CRITA values and effectively manages change initiatives.
Expected deliverable 5:
- Advise the leadership team on the proper forum, timing, and content to ensure the in-house team is informed, inspired, and empowered to do their best work.
- Work closely with supervisor and in-house leaders, strategically communicating any change initiative within the in-house team.
- Find, propose, execute, and test initiatives/ activities that increase employee engagement and satisfaction in achieving fundraising goals. Document, present and share each finding after the testing initiative.
- Create innovative and compelling activities to bring together the fundraising, back-end, and PFP teams
Delivery schedule: 30 June 2024
Duration of Contract: 1 July 2023 - 30 June 2024
Important Note : The contract duration of 1 year (12 months), plus the option for extension of additional 1 year (12 months) subject to satisfactory performance and agreement of both contracting parties.
Duty Travel: This role will mainly work in UNICEF TCO. However, there may be some requirements for this consultant for in-country travel, for which UNICEF will be responsible for expenses.
To qualify as an advocate for every child you will have…
- A minimum of 5 years of professional experience.
- Experience managing large scale F2F field operations, with a proven track record of success and growth, with demonstrated ability to manage a medium team size of 50 – 60 fundraisers.
- Experience setting up and implementing organisational structure, performance management system, and capacity building programme.
- Language: Fluency in either English or Thai is required.
- Strategic thinking.
- Coaching/ advisory skills – the ability to help others in achieving fundraising/ career development goals.
- Strong leadership – the ability to inspire, motivate and drive the team towards success.
- Clear communicator with excellent interpersonal skills – the ability to build relationships with team and internal stakeholders and communicate effectively.
- Critical thinker and problem solver – the ability to ask clear probing questions and drive to solutions quickly.
- Proactive – the ability to take the initiative and to work with minimum supervision.
- Planning and implementation – the ability to plan and deliver.
- Intermediate data and financial literacy level – the ability to derive insights from performance dashboards and financial reports (profit and loss, monthly financial reports).
Interested candidates are requested to submit CV, full contact information of minimum 3 references, availability, and proposed daily professional fee in USD and THB by 19 June 2023.
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.
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.
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.
Advertised: SE Asia Standard Time
Deadline: SE Asia Standard Time