Consultant (12 Months, home-based, remotely) SES Marketing Cloud Success Specialist (East Asia and Pacific Region), PFP

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential. 

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone. 

And we never give up. 

For every child, peace

Purpose of Assignment:

The SES Marketing Cloud Success Specialist (East Asia and Pacific Region) works in collaboration with UNICEF and its vendors to support markets that are part of the SES program and/or have implemented a customized version of NPSP SalesForce and Marketing Cloud. These markets include India, Indonesia, Malaysia, Thailand, and the Philippines. In addition, the specialist will support the discovery process for any new markets (such as South Korea) wishing to join the SES program, showcasing and demoing the product interface and platform capabilities, and helping onboard new markets.

• The Specialist will be responsible for building and deploying high-quality data-driven experiences and coordinating, executing, monitoring, and optimizing fundraising campaigns using Salesforce Marketing Cloud in EAPRO markets.
• The Specialist will ensure good coordination between PFP and the countries, as well as sufficient collaboration with vendors and the ICTD team as part of BAU operations, during discovery or the implementation process.

How can you make a difference? 

Scope of Work:

1. As part of SES squad drive-up business uplift through increased Marketing Cloud adoption and utilization support for 5 markets (India, Indonesia, Malaysia, Thailand and Philippines):

• Identify and document country-level requirements in the East Asia and Pacific region,
• Drive business uplift, agreed outcomes, and financial impact for each market.
• Offer business strategy and technical advice and support, focusing on capacity building, skills development, and overall development of the marketing automation ecosystem.

2.  Market Communication, Collaboration and Success Management:

• Serve as the main point of contact for the EAPRO markets in support, questions and escalations.
• Main point of escalation in case of system issues, operational downtime and deficiencies.
• Responsible for core development roadmap for EAPRO region and refining the pipeline of requirements from markets.
• Communicate and share latest developments with markets from SES perspective, actively manage the EAPRO SES Forum agenda and contribute in the sessions.

3. Marketing Automation Management, development and best practice:

• Understand the Marketing Cloud solution for optimized supporter journeys, tests, segmentation, data flow, and governance.
• Consult on licensing and platform management costs.
• Advise and consult on advanced email and SMS (and other channel) marketing functionality and tactics, including dynamic content and personalization.
• Provide advice on how to build and manage supporter journeys at crucial stages (awareness, acquisition, onboarding, engagement, retention, advocacy) to optimize the supporter experience and drive results.
• Provide advice on how to track campaign activity, report on automation performance, and provide insights and recommendations for efficiency improvements and supporter experience enhancement.
• Lead the development of a Super Users group to deepen supporter journey thinking and expertise in Marketing Cloud.
• Provide advice on how to develop and execute multi-channel and multi-segment campaigns based on directions from campaign leads and stakeholders.
• Understand key customer segments, identify opportunities within the data, and collaborate with the team to develop action plans for impacting supporter KPIs.

4. Technical Platform Management:

• Provide advice on how to manage, organize, and analyze supporter information, with a focus on data creation, storage, and maintenance within Marketing Cloud.

5. Provide support for cross-functionality with Sales Cloud CRM, including detailed reporting on marketing campaigns and in-market support for integrating existing systems:

• Develop new workflow improvements and identify opportunities for harmonization across Salesforce platforms, CRM instances, and teams across regions.
• Act as the go-to person for Marketing Cloud users, promoting adoption, staying updated on Salesforce releases, and providing dedicated support to country offices.

6. Reporting & Analysis:

• Provide detailed reporting on all marketing and engagement campaigns using Marketing Cloud functionality at each country office level.
• Track and report on automation performance, providing insights and recommendations for efficiency improvements and supporter experience enhancement.

7. Training and Upskilling:

• Provide ongoing support and upskilling opportunities for users’ post-deployment.
• Conduct advanced training sessions to enhance users’ understanding of Marketing Cloud capabilities.
• Share insights and best practices on leveraging Marketing Cloud for effective campaign management and supporter engagement.
• Offer guidance on new features, updates, and enhancements released in Marketing Cloud.
• Facilitate workshops or webinars to address specific challenges or explore advanced use cases.

8. Support and Troubleshooting:

• Provide ongoing support to users in markets by addressing their queries and concerns related to Marketing Cloud.
• Troubleshoot issues and provide solutions or escalate them to the appropriate support channels.
• Collaborate with the vendor and internal IT teams to resolve technical issues effectively and efficiently.

9. Work with the Marketing Manager to ensure effective communication, negotiation and influencing within the SES Program, squads and markets:

• Provide feedback and insight to the Marketing Manager on the progress of sprints, SES, and geographical squad progress, managing PFP input and making recommendations to the Manager on proposed changes to any previously agreed deliverables.
• Ensure that local learnings from marketing efforts are incorporated into global practices.
• Stay Informed and Implement Best Practices:

i. Stay up to date with the latest developments and best practices in supporter journeys.

ii.  Implement these approaches into the development and management of supporter journeys.

iii.  Proactively stay informed about new trends, technologies, information, and opportunities related to supporter experience and direct marketing.

iv.  Keep abreast of sector-specific developments and integrate relevant insights into the strategy.

Work Assignments Overview:

• Business as Usual Support.
• Communication, Collaboration and Continuous Improvement

DELIVERABLES/OUTPUTS:

Deliverable 1: by 31 March, 30 April, 31 May, 30 June, 31 July, 31 August, 30 September, 31 October, 30 November, 31 December 2025; 31 January and 28 February 2026

• The monthly expected deliverables: Please note that depending on country readiness and project progress, monthly deliverables may change.
• One journey optimization per each of the 5 markets per month: Documentation and recommendations for optimizing supporter journeys, implementing tests, segmentation, data flow, and governance within Marketing Cloud.
• One report per each of the 5 markets: 1) Monthly Deliverability status (delivery rate, unsubscribes, bounce rate, complaints); 2) Monthly Contacts count; 3) Monthly Journey performance analysis; 4) Weekly Update on project progress, challenges, risks, and escalations reported to the Marketing Manager.
• Recommendation documented and shared: Recommendations on business process improvements, their implementation and executional optimization considering cost and ROI, and providing insights to Business and Product owners.

Deliverable 2 by: 31 December 2025

• Quarterly Cross functionality with CRM Workflow Improvements and Campaign Execution documented: Documentation of cross-functionality with CRM and Marketing Cloud workflow improvements and the development and execution of multi-channel and multi-segment campaigns.
• Quarterly Local Implementation Learnings Report developed: Report summarizing local learnings on marketing and their integration into global practices.

Travel:

• There is the possibility of travel to East Asia and Pacific markets during the assignment on a per need basis and this will be paid by UNICEF and not included in the lump sum fees.

To qualify as an advocate for every child you will have…

Education:

• Advanced university degree in IT, Business, Communications, or another relevant technical field is required. A first-level university degree, with an additional 2 years of relevant professional work experience will be accepted in lieu of an advanced university degree.

Experience

• A minimum of 7 years of progressive experience in fields such as CRM implementations, solution design, process and system optimization, and fundraising, particularly in Individual Giving communications, supporter retention, and journeys.
• Extensive experience in system architecture and solution design for marketing technology platforms, particularly Salesforce Sales and Marketing Cloud. This includes leading the end-to-end architecture of marketing automation systems, implementing platforms in decentralized structures, and aligning technology with business objectives.
• Proven experience with Salesforce Marketing Cloud is required, especially implementations and operational management.
• Up-to-date Salesforce Sales and Marketing Cloud certification is required.
• Demonstrated experience using SalesForce Marketing Cloud, with specific knowledge across Journey Builder, Email Studio, Automation Studio, Einstein and Contact Builder is required. Up-to-date Salesforce Marketing Cloud certification is required.
• Experience using AMP Script for email personalization, A/B testing, dynamic templates and SQL for data model updates is required.
• Experience with leading training sessions and live demos is required.
• Demonstrated experience using Sales Cloud for cross-cloud success, with understanding of Salesforce products integration, including Sales Cloud and Ad Studio is required.
• Strong working knowledge of Google Analytics. Certification is an asset.
• The experience below will be considered an asset:

– Design editing skills, including HTML5/CSS and JavaScript.

– Experience in building profitable loyalty programs with automation and dynamic data sets.

– Experience in collecting data and providing insights for campaign optimization

Other Skills:

• Demonstrated ability to build strong working relationships with internal and external partners is required.
• Ability to manage multiple projects under time pressure with strict attention to detail is required.
• Excellent communication skills, (both written and oral) to translate complicated business requirements into technical based language and vice versa is required.
• Strong analytical skills and problem-solving mindset is an asset.
• Passionate and energetic team member with a genuine interest in working in the international aid and development sector is an asset.

Remarks:

Please indicate your all-inclusive (lump sum) fees in USD against the deliverables listed above. If there is a need for business travel, the travel costs will be covered by UNICEF separately. The office selects the individual based on best value for money.

Payment of professional fees will be based on submission of agreed deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF  premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts

For every Child, you demonstrate… 

UNICEF’s values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS). 

To view our competency framework, please visit  here. 

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious or ethnic background, and persons with disabilities, to apply to become a part of the organization. To create a more inclusive workplace, UNICEF offers paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements. Click here to learn more about flexible work arrangements, well-being, and benefits.

According to the UN Convention on the Rights of Persons with Disabilities (UNCRPD), persons with disabilities include those who have long-term physical, mental, intellectual, or sensory impairments which, in interaction with various barriers, may hinder their full and effective participation in society on an equal basis with others. In its Disability Inclusion Policy and Strategy 2022-2030, UNICEF has committed to increase the number of employees with disabilities by 2030. At UNICEF, we provide reasonable accommodation for work-related support requirements of candidates and employees with disabilities. Also, UNICEF has launched a Global Accessibility Helpdesk to strengthen physical and digital accessibility. If you are an applicant with a disability who needs digital accessibility support in completing the online application, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility UNICEF.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.