Digital Donor Care Assistant

U (unclassified)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate Type

UNOPS LICA3

Target Start Date

2023-12-12

Job Posting End Date

December 27, 2023

Terms of Reference

• General Background

(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)

The Private Sector Partnerships (PSP) in Hong Kong (HK) has been developing since its establishment in 2007, with encouraging fundraising results. Apart from its Monthly Donation Program, which is the core activity of the Unit, other approaches are also developing and are expected to contribute more to the overall income.

Following the development of digital fundraising of PSP HK since year 2016, Donor Care Team has been evolving and developing digitally in the last few years contributing to the overall income of PSP HK. Building on the past experience and an updated strategy, Donor Care Team has developed

concrete plans to widen the scope of donor care from traditional channel to omnichannel and in need of a role with digital donor care background to support and execute the plans.

This post, therefore, will take up duties arise from donor retention, donor development and online community management. The incumbent’s role, in relation to this particular requirement, is to support and carry out digital donor care use of all possible opportunities and platforms that may arise from donor retention and development activities, and, whenever any digital initiative is planned, to integrate other donor care activities into donor development to enhance donor experience, hence life-time value of donors.

This position requires candidate(s) with Hong Kong Special Administrative Region of the People’s Republic of China’s permanent residence and is the United Nations Office for Project Services, UNOPS, position with a contract which is renewable each calendar year.

• Purpose and Scope of Assignment

(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)

Supervised by Assistant Private Sector Partnership Individual Giving Officer (Donor Care) and functionally guided by Senior Digital Fundraising Assistant, this position will assist in the following donor care duties to enhance donor experience for UNHCR’s individual donors:

• Assist in the implementation and execution of digital donor care strategy
• Keep abreast with upcoming campaigns and assist in creating social medial content and assets to

be shared with donors such as news updates on campaigns

• Help to maintain an accurate and up to date donor database
• Assist in responding to inquires/comments from donor on UNHCR Hong Kong’s digital and offline

platforms

• Assist in collecting email assets including images, statistics, and digital contents relevant to

specific emergencies/email asks in accordance to the content calendar

• Assist and coordinate procurement process and execute related administrative work that

complement the above duties when necessary

• Any other responsibilities as delegated by the supervisor(s)
• Monitoring and Progress Controls

(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)

• Supervision by Assistant PSP IG Officer (Donor Care)
• Weekly work report to supervisor
• Project report and evaluation to supervisor
• Mid-year and year-end evaluations
• Qualifications and Experience

(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)

• Education (Level and area of required and/or preferred education)
• Completion of the Secondary Education. Higher Diploma is desirable in communications, social sciences, marketing and/or advertising. Candidates with a degree in other disciplines with a proven relevant professional record will be accepted.
• Work Experience

(List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)

• Minimum one (1) year of relevant work experience for High School Diploma and 0 year of experience for Bachelor degree or higher in donor/customer care using online channels
• Proven experience in executional support of fundraising and donor/customer care strategies through omnichannels
• Experience in using Excel and ability to comfortably use Excel to generate analytics
• Prior exposure to using Salesforce preferred
• Experience within the not-for-profit sector, United Nations agencies or international institutions would be an asset
• Key Competencies

(Technical knowledge, skills, managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired competencies) Essential Skills:

• Knowledge and solid understanding of social media platforms including Facebook, Instagram, LinkedIn and YouTube
• Excellent verbal communications (both English and Chinese, particularly in Cantonese);
• Strong written skills (both English and Chinese), including the ability to extract bit-sized information to re-package it into digital donor care materials
• Knowledge in using Photoshop, video editing software, and Microsoft Office 365 products
• Proven ability to deal with multiple tasks in a courteous and service-oriented manner in a demanding working condition that often functions on short-term deadlines

Personal Attributes:

• A team player, self-motivated, punctual, confident, and organized, with attention to detail
• Ability to work under pressure with flexible hours including evenings and weekends occasionally

Standard Job Description

Required Languages

Cantonese

,

English

,

Desired Languages

,

,

Skills

Additional Qualifications

Education

Bachelor of Arts (BA): Communication, High School (Required)

Certifications

Work Experience

Other Information

n/aThe English version is considered original and authoritative, translation to other language(s) serve the purpose of advertisement of local positions where applicable but are not considered as official translationsn/aThis position doesn’t require a functional clearance