Global Supporter Care Specialist

DEADLINE FOR APPLICATIONS

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 Care Specialist
UNIT/DIVISION: Private Partnerships Division (PSP)
DUTY STATION: Remote
CONTRACT TYPE: WAE Consultant
DURATION: 8 months 13 days per month
LINE MANAGER/SUPERVISOR: Global Supporter Experience Lead

ORGANIZATIONAL CONTEXT
The United Nations World Food Programme (WFP) is the worlds largest humanitarian agency working to create a world with zero hunger. WFP and its partners believe that no child should go to bed hungry and that individual and collective wellbeing can only be achieved if all children women and men get the nutritious food they need to lead healthy dignified lives. Each year WFP assists 86.7 million people in 83 countries. Every day some 5600 WFP-chartered trucks are on the road 92 planes are in the air and 20 ships are at sea. These numbers speak to WFPs unparalleled reputation as an emergency responder one that is often the first on the scene in the most difficult environments. WFP also works with partners to strengthen the resilience of communities most vulnerable to hunger and malnutrition through long-term development programmes aimed at boosting food security local economies education employment and gender equality. While hunger and malnutrition are the worlds largest solvable issues the needs are still immense and growing. 821 million people in the world suffer from chronic hunger.
To get to a world with Zero Hunger faster WFP is investing in and growing private sector fundraising and partnerships to reach more people. The Private Partnerships Division (PSP) is responsible for engaging the private sector (corporations individuals foundations) through high-impact partnerships in support of WFPs strategic priorities and through individual giving to build and retain support from the general public worldwide. PSP strives to mobilize funding technical assistance innovative solutions and visibility and awareness to help WFP fulfil its mission and operations. PSP also provides guidance to WFP Regional Bureaux (RB) Country Offices (COs) and HQ Functional Units on partnership development best practices compliance and rules and regulations for engaging with the private sector.
Joining PSP is an exciting opportunity for experienced professionals to co-develop and implement our new private partnerships and fundraising strategy.
WFP is committed to growing private sector fundraising with a focus on individual giving as the one private sector fundraising stream that can provide huge scalable revenue addition individual giving can provide a high proportion of unrestricted income which is critical to supporting the long-term goals of country strategic plans (CSPs). WFP is potentially investing $x over the next 10 years to grow revenue from $17m in 2019 to $170m by 2025 with sector leading returns on investment secured for our cause of zero hunger while also building an excellent supporter experience for all our supporters.
Critical to success will be ensuring we understand the behaviour of our new supporters to drive the best supporter experience for them while building the best return on investment. Well be investing over $100m over the next 10 years and well only be successful by using actionable insights from supporter behaviour to drive strategic and operational decisions at all times. It is only with data driven decision making that we can make the best investment decisions drive the strongest supporter life time value and ultimately make the biggest difference to our cause of Zero Hunger.
Also critical to success will be to enhance our segmentation to targeting to ensure the right offer is served to the right supporter at the right time through the right communication channel. Now we have our Data Warehouse fully set up this next step can be taken.

PURPOSE OF THE ASSIGNMENT
Accomplish the 3 pillars:
Day to day management of service with BPO partner
Continuous optimisation of Supporter Experience Team
Lead on or input into relevant projects or initiatives in individual giving

ACCOUNTABILITIES / RESPONSIBILITIES
The Global Supporter Care Specialist will report to the Supporter Care Agency Specialist of the Individual Giving (PSP- Individual Giving Team:
Work alongside service provider to review KPI delivery manage supplier initiatives to improve service/performanceincluding quality and conversion rates
Regular review of KPIs to identify areas for improvement with regular communication to the Team focused on thedevelopment of RG conversion and increase of gift amounts
Weekly quality review and calibration of scoring to ensure that Supporters are receiving the required standard of carethat recurring themes for training needs are identified and actioned by the Concentrix team
Speak to supporters directly and get a first-hand account of our current supporter care function and their ongoing needs
Ongoing review of actions in delivery by the Concentrix operational support team to ensure that WFP are receiving goodvalue for spend
Ensure through periodic audit that the supporter care offer maintains full confidentiality in all financial and personalmatters and ensure that all working practices comply with legal requirements and voluntary codes of practice includingdata protection
Ensure that necessary country brief communications campaign and appeal detail is shared with and briefed to the SXTeam that clarifications are sought and provided. Identify potential speakers for town hall events schedule and co-ordinate to ensure team have opportunity to learn detail required to have appropriate conversations with supporters
Deal with exceptions to contact types which require sign posting with the appropriate WFP functions where themesrecur work with the Global Supporter Experience Lead and Supporter Experience Delivery Manager to find solutions thatcan be delivered by the SX Team
Speak to supporters directly and get a first-hand account of our current supporter care function and their ongoing needs
Work with Concentrix to optimise performance including identification of potential benefits to ic Cell integration toSalesforce from a people performance and supporter experience perspective
Review use of Sparkcentral and identify gaps in solution which may compromise ability of the team to deliver best inclass experience.
Continuous optimisation of Supporter Experience Team
Ensure WFPs supporter care function is anchored by the guiding principles of choice control transparencyaccountability and ease-of-use for our supporters both in terms of donor value and retention
Maintain ongoing feedback mechanism with our BPO partner - both formal and informal to continually improve theirskills raise standards and ensure that best practice is shared and mistakes are learned from
Ensure KPIs and SLAs are reviewed frequently and refinements made as appropriate
As required ensure that supporter complaints dealt with promptly internally. Manage escalated supporter complaintsappropriately.
Work with BPO partner to introduce non-English speaking variants of the fundraising programme
Support monthly 360 feedback mechanism within the Supporter Experience Team through Town Hall sessions and on-site presence. Represent the voice of supporter sharing insights and supporter feedback for continuous improvementrefinement and ensuring fundraising activity is supporter led and we build a best-in-class supporter experience
Have a commitment to innovation and development that will ensure that service levels evolve in line with marketstrends developments and consumer expectations.
Maintain training and procedures are in place to identify supporters who may be a risk to WFP beneficiaries.
Support development of processes scripting approach and communications to be adopted for upgrades project in Q22022 once GoDonate is implemented ensure appropriate KPI metrics in place to track and improve performance.
Ensure that voice of the supporter is heard and understood through regular feedback sessions with Concentrix teamthat learnings are shared across the IG team to improve future decision making also to ensure close loop schedulesessions for after significant events and ahead of key appeals.
Continue development and recognition of excellence in the CNX team motivation and incentivization of the CNX team
Engage wider WFP with the Concentrix team to ensure alignment of approach and knowledge to build strong internaland supporter relationships (Examples Risk Management Country Offices COM)
Use of data to create and drive efficiencies and delivery of objectives.
Lead on or input in to relevant projects or initiatives in individual giving
Stay abreast of sector trends in supporter care and bring relevant learning to the team Share insights and best practicefrom CX industry experiences and reading application of people process and technology to deliver ongoing
Support the Global Supporter Experience Lead and Supporter Experience Delivery Manager in the creation of a donor-centric culture within the WFP Individual Giving Team. Embed principles and practices that ensure the team appliesdonor-led approach across all priority projects and initiatives
Support the successful execution of journeys and campaigns that target supporters based on giving propensity and areoptimised by channel preference and/or location to maximise results and net income

work with the Concentrix team in the planning and development of supporter communications and campaigns focusedon the principles of Supporter Experience best practice as set out in the SX Vision bringing experience of customerengagement and outsource best practices to provide best opportunities for success.

DELIVERABLES AT THE END OF THE CONTRACT
Special service to IG team.

QUALIFICATIONS AND EXPERIENCE REQUIRED
Education
in the field of Business Management or Marketing
Work history
A minimum of 10 years progressive experience working in related fields
Technical skills
Essential computer skills in Microsoft Office applications: proficiency in Word PowerPoint and Excel
Communication and visual presentation abilities are required
Soft skills
Be highly organized with exceptional planning skills
Maintain a high level of attention to detail and accuracy
Ability to handle multiple tasks within deadlines and deliver on commitments

Take initiative to solve problems and seek solutions
Ability to think creatively and to work effectively in a multi-cultural environment and international organization
Be people-oriented. Uses tact and courtesy to give and receive information with a variety of individuals
Highly adaptable to change and comfortable dealing with ambiguity stress and competing demands with grace and humor
Languages
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

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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.