Partnerships Specialist (Supporter Engagement Strategy) Vacancy-Job Ref: ACTHUNICEF/0612/2020105

Partnerships Specialist (Supporter Engagement Strategy) Vacancy-Job Ref: ACTHUNICEF/0612/2020105
Bangkok (Thailand)
JOB DESCRIPTION
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.
The PFP Individual Giving (IG) section based in Geneva is 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. A key part of the strategy is to replace incumbent CRM systems currently in place in 21 country offices with Salesforce-based technology.
For every child, a Champion
The business process and systems support officer will support markets in the implementation of Salesforce technology from a business point of view, ensuring that new platforms are optimized for individual giving fundraising performance and standards.
The role will require close collaboration with markets, to understand and document the current state (as is) business processes, and identify opportunities to simplify, streamline and standardize the future (to be) processes working with the overriding aim of maximizing IG fundraising performance in the short and long term.
In addition to understanding and documenting processes and requirements, the business process and systems specialist will support delivery by working closely with SES implementation partners and participating in an Agile based development framework supporting design, testing, training, go live support and documentation functions.
To deliver Salesforce efficiently, with an ambitious timeline, a regional strategy has been adopted. The business process and systems support specialist will be the focal point for business implementation of salesforce for all markets in the EAP region.
How can you make a difference?
Analyze all current fundraising business processes in markets and document with process maps and user stories.
Help to manage the Agile development process by story prioritization, sprint planning, back-log grooming etc.
Works closely with the Individual Giving (IG) team by propagating standards, processes, frameworks and best practices while informing them of challenges, and opportunities directly from markets.
Guide country offices to ensure they are at the correct stage of readiness for implementation by helping with resource planning, technology solutions or recommendations, and project timeline and process awareness.
Work with implementing countries, and local partners in order to provide a viable solution to business requirements with CORE products and localization efforts.
Identify ancillary systems used and required in the end-to-end fundraising process, identifying opportunities for business uplift and streamlining processes where possible, with a broader view of standardization and compliance.
Understand the technological solution (sales cloud and to some extent marketing cloud in relation to data points, segmentation and sync between both systems) in terms of standard salesforce, non-profit success pack, core packages, configuration, customization, and integrations with a view to recommending product enhancements and future improvements.
Help offices with initial implementation / go live / post go live by providing oversight, sup-port, and guidance on both business and technical aspects. (This will require travel to various office locations globally, COVID-19 considerations withstanding.)
In close collaboration with the Individual Giving team, support the making of business decisions from a fundraising and supporter experience and satisfaction viewpoints, taking cost and ROI into consideration to make recommendations to Business and Product owners where appropriate.
Working with Business owners, provide readiness checklists and functionality prioritization for go live for offices undergoing implementation.
Contribute to the development and review of assets for the SES Deployment Suite, and guidance to countries as needed
Deliverables:
Author a comprehensive set of business requirements for country offices in the form of user stories.
Understand and categories user requirements into global and localized core functionality.
Provide inputs into solution design taking global and localized requirements into account.
Research and recommend payment solutions in local market based on business and technical considerations and limitations.
Provide support to local offices before, during and after go-live, ensuring a successful implementation.
Reporting to:
Fundraising Digital Delivery Manager, Individual Giving, PFP, UNICEF, Geneva
Working Place:
Bangkok – Remote work within EAP office hours can be considered within UNICEF’s transnational teleworking arrangements. Travel will be required subject to COVID rules.
To qualify as an advocate for every child you will have…
Education:
An advanced University degree in the field of management information systems, computer science, business administration, information technology management or other related social science field is required.
Alternatively, a first level university degree with 7 years of professional experience may be accepted in lieu of the advanced University degree.
Experience:
At least 5 years of progressively responsible and relevant professional work experience required.
A minimum of 2 years professional experience is required in the following fields: Salesforce (Sales and marketing cloud), or similar CRM system, fundraising (especially individual giving processes along with transaction / income processing), writing business requirements (e.g. using stories and working closely with developers in AGILE environment), and providing support services, technical assistance, and customer care.
Experience of UNICEF and UN is an asset.
Others:
Strong analytical skills and problem-solving mindset.
Language requirement:
Fluency in English is required. Fluency in a language from the EAP regions is also an advantage.
Excellent communication skills, (both written and oral) to translate complicated business requirements into technical based language, and vice versa.
For every Child, you demonstrate…
UNICEF’s values of Care, Respect, Integrity, Trust, and Accountability (CRITA)
The UNICEF competencies required for this post are…
Demonstrates Self Awareness and Ethical Awareness (1)
Works Collaboratively with others (1)
Builds and Maintains Partnerships (1)
Innovates and Embraces Change (1)
Thinks and Acts Strategically (1)
Drives to achieve impactful results (1)
Manages ambiguity and complexity (1) are required.

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