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UNICEF, United Nations Children’s Fund, is the world’s leading UN organisation working for children. The Hong Kong Committee for UNICEF was founded in 1986. As a member of the family of UNICEF’s national committees, we organise fundraising and advocacy activities to provide support for UNICEF’s mission across over 190 countries and territories. We are now looking for high caliber individuals to join our team.

Lead, Donor Services

Purpose of the Job

The Lead, Donor Services works to proactively manage and improve all aspects of the donor experience for UNICEF HK, and drive forward growth in Committee’s Individual Giving fundraising. This includes:

  • Implement and manage the delivery of individual donor conversion, upgrade and retention strategy including through telemarketing and effective communication efforts
  • Develop and implement a membership programme to drive individual donor loyalty with UNICEF HK, including donor experience and communication
  • Supervise and coach telemarketers to drive donor service excellence, acquisition and conversion
  • Take leadership in strategising effective engagement with donors, and work with other teams for the deployment of communication channels including direct mailings, digital and social media platforms
  • Explore diversification of monthly recurring and one-off donation acquisition channels based on CRM data analysis
  • Manage donors’ enquiries and complaints
  • Plan and manage budget effective to achieve the annual results


  • Devise and implement strategies and annual work plan and budget to achieve individual donor loyalty and maximize the results of the acquisition, conversion, upgrade and retention programmes
  • Drive market analytics and donor segmentation through the CRM system
  • Cultivate donor loyalty experience through an effective line-and-circle communication and engagement model for individual donors
  • Manage risks for individual donor attrition , eg detection of signs of donor withdrawal and offer of options for retention
  • Drive initiatives to maximize individual donor value and gift amounts, including donor conversion, upgrade, cross-sell, single donations from monthly and / or one-off donors
  • Effectively report on individual donors’ monthly performance against targets through data analysis
  • Manage the effectiveness of the in-house Telemarketing & Donor Supporter Service Unit and ensure that they work to the highest standard and in compliance with the defined TORs
  • Oversight for gift data entry, processing and receipting; ensuring accurate database content, integrity and utility by managing facets of data entry
  • Oversee service providers to ensure their meeting our target and the quality of work and conduct are in line with our standard
  • Other duties as assigned by supervisor(s) from time to time


  • Minimum 7 years of experience in customer relationship management and / or and business management
  • A university degree and ability to analyse and synthesize complex data and formulate insights and strategies
  • The ideal candidate will have a strong donor service and customer service background, with management experience and the technical capacity to implement industry best-practice in donation management, data input and constituent relationship building.
  • Proficient in written and spoken English and Chinese
  • Good people management and interpersonal skills
  • Proactive, creative, independent, strong sense of integrity and able to work under pressure and meet deadlines and KPIs

If this is an opportunity you would be interested in, please email your application letter and resume with current and expected salary to [email protected] The deadline for application is 18 January 2018. Candidates who are selected for interview will normally receive an invitation within 4 weeks from the closing date.

(All information provided will only be used for recruitment-related purpose.)

Stay connected with us on Facebook and LinkedIn for future opportunities. Please visit UNICEF International’s employment page for career opportunities overseas.