Global Supporter Experience Lead
Global Supporter Experience Lead
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Job Description
DEADLINE FOR APPLICATIONS
12 October 2025-23:59-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 WFP
The 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 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).
JOB TITLE: Global Supporter Experience Lead
UNIT/DIVISION: Private Partnerships Division (PSP) Org. Unit
DUTY STATION: Rome HQ / remote
CONTRACT TYPE: Regular Consultant
DURATION: 11 months
LINE MANAGER/SUPERVISOR: Kate Hearn Head of International Individual Giving
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. 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 FUNDRAISING
WFP 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 ASSIGNMENT
WFPs 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 / RESPONSIBILITIES
- To manage and lead a team of eight supporter experience specialists covering the following disciplines: Single Giving Regular Giving High Value Donors and Digital delivery
- To be adaptable to the individual needs of direct line reports and appropriately meet those needs through varying management techniques as required
- To 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 donor
- To deliver an end-to-end multilingual donor development programme which includes both individual fundraising campaigns a series of objective led donor journeys and products
- To ensure high levels of donor retention through the delivery both an effective evidence-led donor experience programme and an optimized payment strategy
- To deliver new/additional income streams for the existing donor base aimed at deepening engagement with WFP whilst offering new ways to give
- To execute journeys and campaigns that target supporters based on giving status and propensity and are optimized by channel preference and/or location to maximize results and net income
- To 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 focus
- To align our vision with internal stakeholders within and outside of IG
- To manage and optimize the programme through measurement and insight being fully aware at all times of core performance and delivery KPIs
- To be data led and use data analysis to spot new opportunities to scale optimize and course correct.
- To offer regular opportunities for donors to deepen engagement and connect with WFP and our beneficiaries.
- To deliver a higher level of service that is deemed best in class in the not-for-profit sector
- To stay abreast of sector trends in supporter experience and engagement and bring relevant learning to the team
QUALIFICATIONS AND EXPERIENCE REQUIRED
Education
University 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 history
- Minimum of 8 years progressive experience working in or leading teams to deliver results in individual giving
- Experience at the international level including at a UN agency and humanitarian organization to attract retain and consistently increase the value of individual supporters
- Current and active knowledge of individual giving performance across multiple markets around the world for international organizations
- Demonstrated ability to be data-driven and evidence-led and use performance and insights to inform decision-making to deliver higher returns in a programme
- Experience of cross-organizational initiatives or appeals and working with colleagues in communications or creative and content delivery
- Experience of working with specialized agencies to deliver fundraising offers and products to increase supporter engagement loyalty and value
- Experience of digital social media and fundraising trends including digital platforms and their potential for international reach and engagement as well as increasing ease of transactions
- Experience of managing large teams with ambitious annual growth targets and able to adapt management style to meet the individual needs of direct line reports
Technical expertise
- Proven ability to deliver projects on time and on budget and to brief and coach staff or manage consultants
- Excellent understanding of global issues and an ability to translate an organizations mission and work into engaging and easily consumable messages and appeals for the public in multiple countries
Soft skills
- Excellent communicator with ability to work collaboratively with colleagues across different cultures disciplines and time zones
- Ability to travel to WFP HQ Rome and other European locations for meetings with agencies e.g. supporter care and occasional trips to Friends organizations
- Availability for out of hours on-call work including at weekends in the case of a humanitarian or other emergency appeal
- Willingness to be adaptable and roll your sleeves up to get the work done across a small team with big ambitions.
- People-oriented. Uses tact and courtesy to give and receive information with a variety of individuals
- Ability to think creatively and to work effectively in a multi-cultural environment and international organization
- Motivated team spirit and contributed to a gender-balanced inclusive and sound working environment
- Highly adaptable to change and comfortable dealing with ambiguity stress and competing demands with grace and humor
- Take initiative to solve problems and seek solutions
Language(s)
- Excellent command of spoken and written English
- Intermediate knowledge of another official UN language would be a plus.
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
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.
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 in case you face any challenges with submitting your application
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.
Required Experience:
Exec
Employment Type
Full-Time
