Senior PSP Associate (F2F)

1. General Background

UNHCR leads and coordinates international action to protect and assist refugees and other persons of concern. The Private Sector Partnerships Service (PSP), under the Division of External Relations, mobilizes private sector resources. UNHCR's Private Sector Fundraising Strategy covers Individual Giving (IG) and Private Sector Partnerships in priority markets. IG targets the public to secure regular and one-off unrestricted donations through channels such as direct mail, face-to-face (F2F), telemarketing, digital, DRTV and emergency appeals, focusing on donor loyalty and lifetime value. IG donors typically contribute RM1 to RM10,000 annually depending on market conditions.

The Senior PSP IG Associate supports team development and leadership to ensure staff operate at full potential.

This is a UNOPS position with an annually renewable contract.

2. Purpose and Scope of Assignment

General

Develop annual acquisition, retention and development plans including cost forecasts, income projections and donor targets.

Manage and improve donor servicing and communications following best practice (welcome, information, thank-you letters, newsletters, inbound/outbound donor communications, complaints).

Work with agencies to build contact strategies and donor journeys across telemarketing, digital and mail.

Supervise implementation of upgrade, conversion, acquisition, welcome, recapture, loyalty, thank-you, one-off call, research and middle donor campaigns.

Draft National Growth Fund submissions for IG programmes.

Contribute to detailed IG annual planning.

Oversee progress against work plans, expenditure, budgets and targets.

Supervise middle value donor activities and maintain regular communication with IG Fundraising Unit and major donor specialist.

Supervise donor database management, ensure accurate data entry and provide analysis when needed.

Donor Acquisition

Develop cross-channel acquisition campaigns (F2F, digital, DRTV, multichannel, direct mail).

a) Face to Face (F2F)

Supervise in-house and outsourced F2F activities.

Lead development, implementation and management of F2F strategy.

Manage F2F budgets and financial targets per UNHCR policies.

Manage relationships with partners, contractors and suppliers.

Diversify F2F models (Door-to-Door, B2B etc.) to reduce dependency.

Ensure location strategy, policies and communication cycles are in place.

Support creation of F2F campaign briefs linking donors strongly to the cause.

Ensure in-house F2F workforce is recruited, trained and managed per UNHCR/PSP procedures.

Line-manage F2F teams, ensuring clear objectives and compliance with policies.

Support procurement processes for new suppliers.

b) Digital, DRTV and Multichannel

Oversee long-term digital strategy and annual digital action plan.

Manage digital suppliers, provide campaign briefs, review plans, ensure tracking and delivery to targets.

Supervise online content and digital fundraising initiatives.

Maximize use of SMS, DRTV and other digital channels.

Supervise integrated lead generation programmes.

Promote innovative digital recruitment and retention approaches.

Maintain strong supplier relationships to meet acquisition targets.

Support procurement of digital acquisition suppliers.

Supervise accurate reporting and analysis for digital programmes.

Help prepare annual digital budgets and required reporting.

c) Cold Mailing (Direct Mail)

Develop test strategies for new products with technical production input.

Supervise production workflows to meet timelines, quantity and quality standards.

Supervise donor data extraction for supplier use.

Review and approve printing files, drafts and packaging.

Develop reporting systems and templates to monitor supplier performance.

Implement emergency production procedures if needed.

Negotiate to keep production costs low while ensuring quality.

Support other direct marketing acquisition activities if required (inserts, press ads, take-ones etc.).

Donor Retention and Development

Develop cross-channel cultivation to maximize acquisition investment and improve donor lifetime value.

Define and supervise data strategy.

Oversee donor journeys, testing and engagement activities promoting donor-centric communication.

Monitor supporter experience and retention programme performance; recommend improvements and support long-term planning including legacy marketing.

Oversee donor development communications (newsletters, appeals) across mail, telemarketing, email and mobile.

Ensure email communications integrate with DM, SMS and DRTV.

Supervise agency negotiations for email optimization, template design and asset creation.

Supervise segmentation strategies for personalized and tailored email communications.

Oversee development of retention materials and emergency appeal communications.

Supervise donor care materials.

Coordinate telemarketing supplier relations.

Increase income from regular donors through segmentation, journey enhancements, new products and programme optimization.

Ensure donor care activities comply with local legislation and charity standards.

Oversee monthly recapture operations and thank-you activities.

Strengthen donor relationships through improved responsiveness and depth of engagement.

Ensure donor care teams receive updated information and Q&A materials for inbound donor enquiries.

Support risk identification and management; escalate issues when required.

Perform other duties as required.

3. Monitoring and Progress Controls

Monitor and analyse performance to ensure targets and KPIs are met or exceeded while maintaining quality assurance.

4. Qualifications and Experience

a. Education

High school diploma or Bachelor's degree or higher.

b. Work Experience

4 years relevant experience with High School Diploma, or 2 years with Bachelor's or higher, in Public Administration, Business Administration or Economics.

Experience in private sector fundraising, sales, donor/client communication, marketing or journalism.

Proven experience in donor retention or development programmes.

Experience coordinating and supervising fundraising campaigns in profit or non-profit environments.

Experience with fundraising databases and software.

c. Key Competencies

Outgoing, mature attitude with excellent communication and writing skills.

Strong presentation and public speaking abilities.

Proven relationship-building and interpersonal skills.

Well-organized, able to manage multiple stakeholders and deadlines.

Able to handle multiple tasks courteously and service-oriented.

Solutions-driven, proactive and dependable team player.

Understanding of NGO sector and private sector fundraising.

Able to perform under tight deadlines, delivering quality results.

Strong analytical and decision-making abilities; comfortable with data.

Excellent command of English, written and spoken.

Able to engage professionally with UNHCR staff and partners.

Proficient in MS Office.

Desirable

Non-profit experience.

Experience overseeing database migration and CRM setup.

Project management experience.

Experience managing agencies or vendors.

Experience in data analysis and segmentation.