Senior PSP Associate (F2F)

December 9, 2025

Hardship Level (not applicable for home-based)

A (least hardship)

FamilyUNOPS LICA7

2025-12-011. General Background
The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern (POC).
Private Sector Partnerships Service (PSP) sits within UNHCR's Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees. UNHCR has developed a Private Sector Fundraising Strategy focusing on both Individual Giving and Private Sector Partnerships, identifying priority fundraising markets and regions.
Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with focus on strong donor loyalty and lifetime value.
The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations of between RM1 to RM10,000 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR.
The Senior PSP Individual Giving Associate promotes team development of the IG team, providing effective leadership to enable and motivate a team of support staff members to operate to their full potential.
This position is a UNOPS position with a contract which is renewable each calendar year.
2. Purpose and Scope of Assignment
General
- Develop annual plans for acquisition, donor retention and development programme (i.e. forecasts of costs and expenses, income projections, donor figures, etc.)
- Develop, manage and improve donor servicing and communications to provide a best in class donor care with best practice standards (welcome, information, thank you letters, donor monthly newsletter, in-bound and out-bound donor emails and calls, complaints, etc.).
- Work with marketing agencies to develop contact strategies and donor journeys for different segments of the database using a variety of channels including telemarketing, digital and mail.
- Supervise the implementation of campaigns such as upgrade, conversion, acquisition, welcome, recapturing, loyalty, thank you, one-off calls, marketing research, upgrade middle donors, middle donors one-off and others.
- Draft submission to the National Growth Fund related to IG programs to secure funding to increase and diversify donor base.
- Contribute to the development of detailed annual plan for the IG programs.
- Supervise on progress against the work plan, expenditure, budget and targets.
- Supervise middle value donors and prospects activities as well as manage regular communication with IG Fundraising Unit and major donor specialist.
- Supervise the donor database management and any activity related to the donor data care, ensure data entry accuracy and provide analysis of data upon request.
Donor Acquisition
Work to develop cross channel fundraising campaigns such as F2F, Digital, DRTV, Multichannel, Direct mailing, etc. and in particular for:
a) Face to Face
- Supervise the Face to Face activities, both in-house and/or outsourced.
- Lead in the development, implementation, and management of the Face to Face fundraising strategy.
- Lead in the development, management and achievement delivery of Face to Face budgets, financial targets and expenditure according to UNHCR policies on financial management, sustainability and best value.
- Manage relations with partners, contractors and suppliers to implement the program(s).
- Diversify Face to Face models, suppliers and channels (i.e. Door to Door, B2B, etc.) in order to reduce the risk of dependency.
- Supervise that a location strategy, policies and communication cycle are in place in order to acquire new locations,
to keep and upgrade the existing ones.
- Manage and support the creation of marketing briefs in order to create specific Face to Face campaigns based on improving the connection between the donor and the cause.
- Ensure workforce (in-house model) is managed, inducted and trained in accordance with UNHCR/PSP’s needs, policies and procedures in order to build Face to Face marketing competencies.
- Proactively line manage the Face to Face team (in-house model), ensuring team(s) has clear objectives and targets set out and understood and that they fully comply with UNHCR/PSP policies and procedures.
- Assist in the procurement process for all supplier relationships linked to new agencies or suppliers.
b) Digital, DRTV and Multichannel
- Oversee a long term effective and innovating digital strategy, as well as an annual action plan for all digital fundraising activities, ensuring that they are aligned with annual objectives and plan.
- Supervise the relationship with external suppliers, providing digital campaign briefing to the external suppliers and providing feedback on digital media plans, working with all required suppliers to get advertising tracking in place, ensuring campaigns are executed and managed to target.
- Supervise the online content as well as the implementation of digital marketing and fundraising campaign initiatives.
- Ensure UNHCR maximizes the use of other digital channels, such as SMS and DRTV and that these tools are integrated where appropriate.
- Supervise all lead generation programmes (including telemarketing) with channels integration to maximize ROI.
- Actively promote innovative way to recruit and retain supporter via digital channels.
- Maintain effective relationships with all suppliers responsible for digital fundraising to ensure that all new acquisition targets are met or exceeded.
- Assist in the procurement process for all supplier relationships linked to new donor acquisition through digital channels.
- Supervise accurate reporting and analysis in order to facilitate effective management of the digital acquisition programmes.
- Work with the PSP team to prepare annual budgets for the digital programme.
- Assist with reporting related to digital fundraising, including quarterly reports, mid-year and year end reports.
c) Cold Mailing
- Develop a test plan strategy for new products with technical inputs related to the production process.
- Supervise the production process of each DM activity in line with planned timing, quantity and quality of service.
- Supervise donors’ data extraction from the database to secure names file delivery to suppliers.
- Check and approve the executive printing files, laser draft and packaging.
- Develop campaigns reporting systems and setting report templates to monitor supplier performances.
- In case of emergency, develop and implement production procedure.
- Negotiate with suppliers to keep production costs at lowest level ensuring the best quality possible.
- Work on other direct marketing acquisition activities if requested (i.e. inserts production, press ad, take ones, etc…)
Donor Retention and Development
Work to develop cross channel donor cultivation activities to maximise acquisition investment and improve donor Life Time Value (LTV), such as:
- Define and supervise a data strategy.
- Supervise donor journeys according to planned schedule, conduct testing among journeys, implement donor engagement activities, fostering a donor centric culture and communication.
- Supervise, monitor and review supporter experience initiatives and retention program performance. Draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans including legacy marketing.
- Oversee donor development communications plans and fundraising activities, such as newsletter and special appeals, through a variety of media including direct mail, telemarketing, email and mobile.
- Supervise that annual email communication is fully integrated with offline campaigns such as Direct Mail and other digital channels such as SMS and DRTV.
- Supervise negotiations with external agencies/consultant on email marketing performance optimization including the design of new email templates and email assets.
- Supervise email marketing segmentation strategies and data selections aimed at delivering highly personalized and tailored email communications to increase existing supporters’ retention and income.
- Oversee the development and implementation of donor retention communication materials and activities for existing donors and for emergency appeals.
- Supervise the design and production of the donor care materials.
- Lead the coordination of the relation with telemarketing suppliers.
- Improve income of regular committed individual donors, optimising opportunities through data segmentation, supporter journey enhancement, new fundraising products, and optimization of current programmes.
- Supervise that donor care activities comply with the requirements of local legislation and remain up to date with all relevant charity law, regulations, and codes of practice.
- Oversee the execution of monthly operations of recapturing by emails/mails, thank-you to donors.
- Improve the responsiveness, depth and quality of the relationship with donors.
- Supervise that all in-house and outsourced donor care representatives are provided with all information, including Q&A documents, necessary to handle any in-bound donor communications resulting from the donor development activities.
- Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
- Perform other duties as required.

3. Monitoring and Progress Controls
Monitor and analyse performance ensuring that all targets and key performance indicators are met or exceeded and ensuring optimal quality assurance.
4. Qualifications and Experience
a. Education
• Completion of high school diploma or Bachelor’s degree or equivalent or higher
b. Work Experience
• 4 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher, in Public Administration, Business Administration, Economics
• Experience in private sector fundraising, sales, client/donor communication, marketing or journalism
• Proven experience working in donor retention/ development programs
• Experience in coordination and supervision of fundraising campaigns in profit or non-profit industry
• Experience in fundraising related databases and software
c. Key Competencies
• Outgoing and mature attitude with excellent communication and writing skills
• Excellent presentation and public speaking abilities
• Strong interpersonal skills with a proven ability to build and maintain relationships
• Well-organized to manage multiple stakeholders and meet deadlines effectively
• Proven ability to handle several tasks courteously and in a service-oriented manner
• Solutions-driven approach, turning challenges into opportunities
• Mature, polite, and a dependable team player
• Demonstrated understanding of the NGO sector and private sector fundraising
• Ability to perform well and deliver results under tight deadlines
• Strong analytical and decision-making skills, comfortable working with data-driven processes
• Excellent command of English, both written and spoken, with strong comprehension skills
• Ability to engage professionally and effectively with UNHCR staff and partners
• Proficient in MS Office applications
Desirable:
• Experience with the non-profit sector
• Experience in supervising database migration and setting up a Contact Relationship Management (CRM) system.
• Experience in project management
• Experience in managing agencies / vendor
• Experience in data analysis and segmentation.

 

Standard Job Description

Required Languages

Malay

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,

Desired Languages

,

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Additional Qualifications

Skills

Education

Certifications

Other information

This position doesn't require a functional clearance

Remote

No