Global Supporter Experience Lead

DEADLINE FOR APPLICATIONS12 October : 59-GMT01 : 00 Central European Time (Rome)WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race colour national origin ethnic or social background genetic information gender gender identity and / or expression sexual orientation religion or belief HIV status or disability.ABOUT WFPThe World Food Programme is the worlds largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace stability and prosperity for people recovering from conflict disasters and the impact of climate change.At WFP people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse committed skilled and high performing teams selected on merit operating in a healthy and inclusive work environment living WFPs values (Integrity Collaboration Commitment Humanity and Inclusion) and working with partners to save and change the lives of those WFP serves.To learn more about WFP visit our website: follow us on social media to keep up with our latest news: YouTube LinkedIn Instagram Facebook Twitter TikTok.WHY JOIN WFPWFP is a 2020 Nobel Peace Prize Laureate.WFP offers a highly inclusive diverse and multicultural working environment.WFP invests in the personal & professional development of its employees through a range of training accreditation coaching mentorship and other programs as well as through internal mobility opportunities.A career path in WFP provides an exciting opportunity to work across the various country regional and global offices around the world and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).JOB TITLEGlobal Supporter Experience LeadUNIT / DIVISIONPrivate Partnerships Division (PSP) Org. UnitDUTY STATIONRome HQ / remoteCONTRACT TYPERegular ConsultantDURATION11 monthsLINE MANAGER / SUPERVISORKate Hearn Head of International Individual GivingORGANIZATIONAL CONTEXTThe Private Partnerships Division (PSP) is responsible for mobilizing resources from the private sector. PSP has developed an ambitious five-year strategy and our ambition is based on need. The World Food Programme (WFP) is the leading humanitarian organization saving lives and changing lives delivering food assistance in emergencies and working with communities to improve nutrition and build resilience.Work as hard as we might through drought and floods conflict and peace disasters natural or man-made the needs are immense and growing. 828 million people in the world do not have enough food to eat. To get to a world with Zero Hunger faster.WFP has significantly increased resources in recent years from donor governments. We are now investing in and growing private sector fundraising to reach more people.WFPs private sector strategy proposes to dramatically increase income from individuals to help reach more people and get to Zero Hunger faster using new digital engagement tools to reach audiences across the globe in a flexible and cost effective way.Traditional individual fundraising in our sector was primarily conducted through offline channels and implemented through national fundraising operations. The individual fundraising market now looks very different with the vast majority of potential donors having a digital presence and comfort with transacting online. WFP has a unique opportunity to define its approach amid this digital change and leapfrog peers through its creation of a digital-led fundraising strategy that engages people worldwide from one centralized team.INDIVIDUAL FUNDRAISINGWFP currently has the fastest growing global individual fundraising programme. Our focus is a digital-first strategy working through a centralized global team recruiting supporters primarily through digital channels (Meta & Search) and building an outstanding supporter experience through a multi-channel loyalty programme that aims to deliver a best-in-class donor experience. The programme now recruits donors in English French German Spanish and Arabic with language capabilities also including Korean and it delivers the supporter experience through email SMS WhatsApp outbound telephone and Meta.PURPOSE OF THE ASSIGNMENTWFPs Individual Giving team is looking for a thoughtful resourceful and independent expert to lead the supporter experience team and supporter care function within the Private Partnerships Division. The successful candidate will be responsible for delivering $22m income from the existing donor based in FY24 / 5 and do this through appropriate management and retention of existing donors through a multilingual and multi-channel programme the main aim being to keep donors loyal offer new engagement opportunities and increase their value. The responsibilities of this role will extend across single giving regular giving as well as mid and high value donor fundraising and include the management of a digital delivery team and a supporter care function.You will have extensive experience of working at the international level ideally with a UN agency with individual giving teams in multiple territories and collaborating with communications advocacy and marketing professionals. You will have digital and direct response marketing experience and a track record of achieving greater supporter loyalty satisfaction and value. You will also have experience of working with teams to deliver compelling content stories and products to build commitment and loyalty.ACCOUNTABILITIES / RESPONSIBILITIESTo manage and lead a team of eight supporter experience specialists covering the following disciplines: Single Giving, Regular Giving, High Value Donors and Digital deliveryTo be adaptable to the individual needs of direct line reports and appropriately meet those needs through varying management techniques as requiredTo deliver the annual income target and meet those core KPIs associated with the effective management of the existing donor base retention, conversion, 2nd gift rate, revenue per donorTo deliver an end‑to‑end multilingual donor development programme which includes both individual fundraising campaigns – a series of objective‑led donor journeys and productsTo ensure high levels of donor retention through the delivery of an effective evidence‑led donor experience programme and an optimised payment strategyTo deliver new / additional income streams for the existing donor base aimed at deepening engagement with WFP whilst offering new ways to giveTo execute journeys and campaigns that target supporters based on giving status and propensity and are optimised by channel preference and / or location to maximise results and net incomeTo make giving easy, effortless, quick and relevant (frictionless / vaulted payments & direct debit)To be accountable and have regular dialogue with our donors through surveys, focus groups and feedback and use the outcome of the dialogue to continually guide priorities and focusTo align our vision with internal stakeholders within and outside of IGTo manage and optimise the programme through measurement and insight being fully aware at all times of core performance and delivery KPIsTo be data‑led and use data analysis to spot new opportunities to scale, optimise and course‑correctTo offer regular opportunities for donors to deepen engagement and connect with WFP and our beneficiariesTo deliver a higher level of service that is deemed best‑in‑class in the not‑for‑profit sectorTo stay abreast of sector trends in supporter experience and engagement and bring relevant learning to the teamQUALIFICATIONS AND EXPERIENCE REQUIREDEducationUniversity degree in a relevant discipline i.e. International Development, Marketing, Communications or another relevant field. Or First University degree with additional years of related work experience and / or trainings / courses.Work HistoryMinimum of 8 years progressive experience working in or leading teams to deliver results in individual givingExperience at the international level including at a UN agency and humanitarian organization to attract, retain and consistently increase the value of individual supportersCurrent and active knowledge of individual giving performance across multiple markets around the world for international organisationsDemonstrated ability to be data‑driven and evidence‑led and use performance and insights to inform decision‑making to deliver higher returns in a programmeExperience of cross‑organisational initiatives or appeals and working with colleagues in communications or creative and content deliveryExperience of working with specialised agencies to deliver fundraising offers and products to increase supporter engagement, loyalty and valueExperience of digital social media and fundraising trends including digital platforms and their potential for international reach and engagement as well as increasing ease of transactionsExperience of managing large teams with ambitious annual growth targets and able to adapt management style to meet the individual needs of direct line reportsTechnical ExpertiseProven ability to deliver projects on time and on budget and to brief and coach staff or manage consultantsExcellent understanding of global issues and an ability to translate an organisation’s mission and work into engaging and easily consumable messages and appeals for the public in multiple countriesSoft SkillsExcellent communicator with ability to work collaboratively with colleagues across different cultures, disciplines and time zonesAbility to travel to WFP HQ Rome and other European locations for meetings with agencies (e.g. supporter care) and occasional trips to Friends organisationsAvailability for out‑of‑hours on‑call work including at weekends in the case of a humanitarian or other emergency appealWillingness to be adaptable and roll your sleeves up to get the work done across a small team with big ambitionsPeople‑oriented. Uses tact and courtesy to give and receive information with a variety of individualsAbility to think creatively and to work effectively in a multi‑cultural environment and international organisationMotivated team spirit and contributed to a gender‑balanced inclusive and sound working environmentHighly adaptable to change and comfortable dealing with ambiguity, stress and competing demands with grace and humorTake initiative to solve problems and seek solutionsLanguage(s)Excellent command of spoken and written EnglishIntermediate knowledge of another official UN language would be a plusWFP LEADERSHIP FRAMEWORKWFP Leadership Framework guides to the common standards of behaviour that guide HOW we work together to accomplish our mission.Click here to access WFP Leadership FrameworkREASONABLE ACCOMMODATIONWFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation please contact:NO FEE DISCLAIMERThe United Nations does not charge any application processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee please disregard it. Furthermore please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore you are advised to apply particular care when submitting personal information on the web.REMINDERS BEFORE YOU SUBMIT YOUR APPLICATIONWe strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).Once your profile is completed please apply and submit your application.Please make sure you upload your professional CV in the English language.Kindly note the only documents you will need to submit at this time are your CV and Cover Letter.Additional documents such as passport, recommendation letters, academic certificates etc. may potentially be requested at a future time.Please contact us at (email) in case you face any challenges with submitting your application.Only shortlisted candidates will be notifiedAll employment decisions are made on the basis of organisational needs, job requirements, merit and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment and abuse of authority. Therefore all selected candidates will undergo rigorous reference and background checks.No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ) International Civil Service Commission (ICSC) FAO Finance Committee WFP External Auditor WFP Audit Committee Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP both during their service and within three years of ceasing that service.Key SkillsAdministrative SkillsFacilities ManagementBiotechnologyCreative ProductionDesign And EstimationArchitectureEmployment TypeFull-TimeExperienceyearsVacancy1#J-18808-Ljbffr