UNHCR

VACANCY ANNOUNCEMENT
Telemarketing Consultant

Terms of Reference

Overview
The Office of the United Nations High Commissioner for Refugees was established on December 14th, 1950 by the United Nations General Assembly. The agency is mandated to lead and co-ordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another State, with the option to return home voluntarily, integrate locally or to resettle in a third country. It also has a mandate to help stateless people.
In more than five decades, the agency has helped tens of millions of people restart their lives. Today, a staff of some 6,600 people in more than 110 countries continues to help about 34 million persons.

The Private Sector Fundraising (PSFR)
The primary purpose of the Private Sector Fundraising in UNHCR Italy is to generate an income from individual and coproprate donors, in order to sustain UNHCR activities wordwide in the field .
In accordance with the international UNHCR PSFR stategy, many of the most common fundraising techniques will be used during 2011 in order to build a good relationship with new and exisisting donors and to recruit new regular donors.  A well developed telemarketing programme is part of this strategy.
The consultant will work in connection with the PSFR team in Italy, and will have the responsibilty to execute targeted campaigns to supportes, with different objective, methods and timelines.
The final product will be an increased telemarketing programme in terms of quality, quantity, and results.

Main Duties
Under the general supervision of the Associate PSFR Officer, the telemarketing consultant will work for:

- Drafting the scripts for different telemarketing campaigns
- Segmenting and donors’ profile donors by managing data from the database in order to define specific target donors for specific campaigns
- Developing training material and delivering initial and ongoing training sessions to the call centers
- Developing reporting system and report templates in order to monitor performances
- Developing export files in order to upload new donors data after telemarketing campaigns into the database
- Coordinating the fulfillment and data entry of the telemarketing campaigns outputs
- Advising on telemarketing campaigns trends and improvements to be implemented
- Developing Emergency plan for telemarketing activities
- Implementing the operations of the following telemarketing campaigns: Upgrade, Conversion, Acquisition, Welcome, Recapturing, Loyalty, Thank you, One-off calls, Toll free number, Marketing Research, Upgrade middle donors, Middle donors one-off
- Support other PSFR activities if requested

Profile
- Identification with UNHCR values and principles
- Empathy and enthusiasm for the refugee cause
- Excellent team working skills
- Excellent communication and drafting skills
- Results orientation

- Experience in telemarketing programs for charities 
- 2 years experience in fundraising (within international organisations is an asset)
- Experience in training call centre operators

- Excellent computer skills (MS Word and MS Excel essential, Sql is an asset)
- Italian Mother toungue is required and English is recommended

Duration of this assignment: until 31 December 2011 (with possibility to be renewed)
Duty Station: Rome
UNHCR Unit: Private Sector Fundraising
Remuneration: National Consultant terms and conditions.
How to Apply: Interested candidates are invited to fill the Personal History Form (P.11) which can be downloaded at http://www.unhcr.org/pages/4a2fcd4091.html and send the duly completed form, together with a motivation letter in Italian, by e-mail to Ms. Laura Perrotta, perrotta@unhcr.org, quoting the above vacancy position.

Closing Date for Applications: 31 August 2011.
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Only short-listed candidates will be contacted for an interview