Supporter Experience Team Coordinator

DEADLINE FOR APPLICATIONS

29 January :59-GMT+01:00 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 WFP

The World Food Programme is the world's 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 WFP's 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:  and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP? 

• WFP 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).

POSITION TITLE: Supporter Experience Team Coordinator

ORG UNIT: Private Partnerships (PSP)

DUTY STATION: Rome HQ

CONTRACT TYPE: Short-Term, Regular / WAE Consultant

DURATION: 11 months

LINE MANAGER/SUPERVISOR: Single Giving Specialist

ORGANIZATIONAL CONTEXT

The 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. Up to 783 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. WFP's private sector strategy (2020 – 2025) 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 FUNDRAISING

WFP currently has the fastest growing global individual fundraising programme worldwide. Our focus is a regular giving 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 journeys through email, SMS, WhatsApp, in/outbound telephone, and Meta. This role on the Supporter Experience sub-team requires an organized, detail-oriented, structured, and proactive individual who will support the Single Giving Specialist in the implementation of the multi-channel, single giving supporter communications calendar – assisting in the planning and coordination process from initial briefing, review, clearance, translations, troubleshooting, and final delivery of all communications.

The core function of this role is to support the Single Giving Specialist with fundraising activity across existing single or frequent givers; however, this role will also carry out a range of tasks that will help the wider Supporter Experience team run effectively and efficiently, coordinating across relevant individuals and units as necessary.

In addition to supporting the implementation of communications for our largest language market, English, a core requirement of this role is leading in the development of our second and third-largest language markets, Arabic and French.

We require someone who is proactive, an excellent team player, highly organized, strong communicator, and has the flexibility to handle a varied workload with a high attention to detail.

ACCOUNTABILITIES / RESPONSIBILITIES

There are a range of key tasks you will perform. The list below is not exhaustive but we will always take careful consideration to prioritise work to ensure a balanced workload at all times.

Supporter Communications Calendar

Manage one BAU fundraising campaign from start to finish, with the support of the Single Giving Specialist.

Ensure that the single giving communications calendar is delivered on time and without error – create work schedule and proactively coordinate across all relevant units to keep team on track and to deadline.

Coordinate the single giving communications calendar at key steps of implementation: clearance, technical troubleshooting of emails, sharing creative assets (final copy, images, etc.), translating and proofreading, finalizing reports, sharing final communications with relevant stakeholders.

Manage quality control across all supporter communications, ensuring consistency of edits, accuracy of content and messages, and technical troubleshooting.

Support in the creation of performance reports and perform data analysis across various areas of the programme as needed.

Multi-lingual Communications Plan (French, Arabic)

Lead on the development of the Arabic and French-speaking language market supporter communications –

exploring additional channels for journeys such as WhatsApp and SMS.

Create various data reports to continually analyse the performance of the Arabic and French-speaking markets to optimize the SX communications plan and strategy.

Directly translate and proofread supporter communications to Arabic and French, and coordinate the translation of German and other languages where necessary

Content gathering

Management of requested, incoming, and received content for the SX team – keep track of content requested, content expected, content received, and relevant briefs in a timely manner to ensure content is utilized in supporter communications on time and feedback is provided on a regular basis.

Information hunting and fact checking – speaking to Programme, finding information from Media Messages, WFP social media channels, and other official WFP resources to feature in content for SX communications.

Write, fact-check, and finalize briefs (creative, data, etc.) for supporter communications when necessary.

Team organization

Organize documents for the single giving communications and related briefs, data analyses, reports, etc. (keep on top of SharePoint, organize draft documents, briefs, works-in-progress, final copies, sources).

Brief Supporter Care team on all BAU communications, scheduled appeals, emergencies and support in responding to questions from Supporter Care team.

Co-ordinate inputs for regular organization wide and division reports if required.

Any other tasks as needed with the level of experience and required to support team fully.

QUALIFICATIONS AND EXPERIENCE REQUIRED

Education

• Bachelor's degree in business administration, Communications, Marketing, Data Science, Business Administration, or other relevant field
• Master's degree in any of the above fields a plus

Work history

• At least three years of relevant work experience, ideally in an INGO or nonprofit

Skills & Experience

• Extremely organized with structured work ethic
• Effective cross-team communicator
• Team player
• Able to deliver projects in a timely manner
• Strong attention to detail across all areas of work
• Proactive, driven, able to work independently
• Strong writing skills
• Strong data analysis skills
• Familiarity with WFP a plus
• Familiarity or interest in digital marketing, fundraising a plus
• Knowledge of the following a plus: Photoshop, Miro, Salesforce Marketing Cloud, Tableau, Asana, and other reporting or project management tools

Languages

• English fluency – ability to professionally perform duties in the official UN/WFP language
• Fluency in Arabic and French required for the management of Supporter

Experience's second and third-largest language markets

WFP LEADERSHIP FRAMEWORK

 

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

 

WFP 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 DISCLAIMER

 

The 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 APPLICATION

• All applications must be submitted exclusively through our online recruitment system. We do not accept CVs or spontaneous applications by email.

• If you experience challenges while submitting your online application, please contact us at for technical support only.

• Please note that applications sent to this email address cannot be considered.

• We 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.

• 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

• Only shortlisted candidates will be notified

All employment decisions are made on the basis of organizational 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.

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