UNICEF - United Nations Children's Fund

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, Serbia and the virtual HUB

LAC: Colombia, Chile, Uruguay and five additional Country Offices

4. Knowledge sharing between local markets and knowledge handover (technical manuals, and documentation on best practices and troubleshooting for maintenance / bug fixes / further improvements to the local platform).

WORK ASSIGNMENT

Deliverable 1. Stabilization of SES Digital Platform for BU Country Office in EAP, ECA and LAC

Deliverable 2. Onboard new live markets on support/BU model

Deliverable 3. Ensure product development and continuous improvements

Deliverable 4. IG ways of working (WoW) and community building

DELIVERABLES/OUTPUTS:

Deliverable 1 - due by 31 August 2025, 30 September 2025, 31 October 2025, 30 November 2025, 31 December 2025, 31 January 2026, 28 February 2026, 31 March 2026, 30 April 2026, 31 May 2026, 30 June 2026, 31 July 2026

Supporting up to 17 Business Uplift (BU) market to achieve their business and success factors around

Monthly expected deliverables:

• supporting 2 sprints per month per market with daily operations by planning and monitoring sprints and BU provider(s)
• monitoring once a month cost and efficiency of the markets and supporting on cost calculation and efficiency gains.

Deliverable 2 - due by 31 August 2025, 30 September 2025, 31 October 2025, 30 November 2025, 31 December 2025, 31 January 2026, 28 February 2026, 31 March 2026, 30 April 2026, 31 May 2026, 30 June 2026, 31 July 2026

Onboard up to 5 new LAC live markets

Expected deliverables after Go-Live of each market:

• Ensure smooth handover from HyperCare to BU
• Establish BU support model for each market by onboarding market stakeholders and provider(s)
• Ensure best practice sharing and integration of new markets into regional BU set up

Deliverable 3 - due by 31 August 2025, 30 September 2025, 31 October 2025, 30 November 2025, 31 December 2025, 31 January 2026, 28 February 2026, 31 March 2026, 30 April 2026, 31 May 2026, 30 June 2026, 31 July 2026

Ensure local enhancements and SES CORE product delivery

Quarterly expected deliverables:

• Support local/regional enhancements with grooming, planning and testing market requests through ongoing sprints
• Coordinate continuous improvements with SES CORE team and ensure rollout of up to 4 CORE releases

Deliverable 4 - due by 31 August 2025, 30 September 2025, 31 October 2025, 30 November 2025, 31 December 2025, 31 January 2026, 28 February 2026, 31 March 2026, 30 April 2026, 31 May 2026, 30 June 2026, 31 July 2026

Build strong relationships with region and market stakeholders

Quarterly expected deliverables:

• Play a key role within the IG WoW squad, planning and deliver against OKR's
• Facilitate best practice exchange on CRM by building communities and platforms for markets to exchange

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

Education:

• An advanced university degree in Business, Business Administration, Technology, Software, Marketing, or another relevant technical field is required.
• Alternatively, a first-level university degree, in combination with additional two (2) years of experience, may be accepted in lieu of an advanced university degree.

Experience:

• A minimum of five (5) years progressive experience in the following fields: business analysis, Customer Relationship Management (CRM) implementations, IT system support / centre of excellence participation and / or ongoing system improvement such as training, testing, and identifying new requirements from a user base with a view to increasing performance is required.
• Experience in Salesforce Sales Cloud is required.
• Extensive experience using various testing methodologies to improve performance and achieve marketing objectives is required.
• Experience in developing business requirements documents (user stories) and representing / articulating complex business requirements to technical teams is required.

The experience below will be considered an asset:

• Experience with United Nations and most particularly with UNICEF.
• Experience in Salesforce Marketing Cloud.
• Experience in fundraising, especially individual giving communication, retention and supporter journeys.
• Experience with leading training sessions and live demos.
• Developing country work experience and/or familiarity with emergency is considered an asset.

Skills:

• Demonstrated ability to build strong working relationships with internal and external partners.
• Ability to manage multiple projects under time pressure with strict attention to detail.
• Excellent communication skills, (both written and oral) to translate complicated business requirements into technical based language, and vice versa.
• Strong analytical skills and problem-solving mindset.
• Passionate and energetic team member with a genuine interest in working in the international aid and development sector.
• Excellent communication skills, (both written and oral) to translate complicated business requirements into technical based language, and vice versa.
• Strong analytical skills and problem-solving mindset.

Language:

• Fluency in English is required. Knowledge of Spanish is an asset. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

Remarks:

Please indicate your all-inclusive (lump sum) fees against the deliverables listed above in the cover letter, If there is a need for business travel, the travel costs will be covered by UNICEF separately. The office selects the individual based on best value for money.

Payment of professional fees will be based on submission of agreed deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.

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.

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 committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious or ethnic background, and persons with disabilities, to apply to become a part of the organization. To create a more inclusive workplace, UNICEF offers paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements. Click here to learn more about flexible work arrangements, well-being, and benefits.

According to the UN Convention on the Rights of Persons with Disabilities (UNCRPD), persons with disabilities include those who have long-term physical, mental, intellectual, or sensory impairments which, in interaction with various barriers, may hinder their full and effective participation in society on an equal basis with others. In its Disability Inclusion Policy and Strategy 2022-2030, UNICEF has committed to increase the number of employees with disabilities by 2030. At UNICEF, we provide reasonable accommodation for work-related support requirements of candidates and employees with disabilities. Also, UNICEF has launched a Global Accessibility Helpdesk to strengthen physical and digital accessibility. If you are an applicant with a disability who needs digital accessibility support in completing the online application, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF.

UNICEF does not hire candidates who are married to children (persons under 18). 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 based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. 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, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.

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.

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