Consultant (12 months, home-based): SES Marketing Business Process Specialist Consultant (LAC Region), Individual Giving, Division of Private Fundraising and Partnerships (PFP)

The Division of Private Fundraising and Partnerships (PFP) aims to achieve results for children by maximizing UNICEF’s private fundraising and advocacy around the world. To carry out this mission, PFP coordinates fundraising activities and private sector partnerships with offices in over 50 countries.
The global team operates to support and enable countries in their fundraising, and this role works within that approach to support and develop the capabilities of teams, as well as supporting or leading the development of relevant global strategies. Individual Giving is one of UNICEF’s most critical sources of revenue and the PFP Individual Giving team, which this role would be part of, focuses on supporting countries to grow their individual giving revenue.
The PFP Individual Giving team based in Geneva is a lead participant in the Supporter Engagement Strategy, which aims to increase the global acquisition and engagement of UNICEF’s diverse supporter base, including donors, advocates, and volunteers. A key part of the strategy is to replace the incumbent CRM systems currently in place in 21 country offices with Salesforce-based technology. The role of Marketing Cloud Specialist will be instrumental in working with markets to redefine their fundraising approach and develop Marketing Cloud to that benefit.

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, hope

The Division of Private Fundraising and Partnerships (PFP) aims to achieve results for children by maximizing UNICEF’s private fundraising and advocacy around the world. To carry out this mission, PFP coordinates fundraising activities and private sector partnerships with offices in over 50 countries.

The global team operates to support and enable countries in their fundraising, and this role works within that approach to support and develop the capabilities of teams, as well as supporting or leading the development of relevant global strategies. Individual Giving is one of UNICEF’s most critical sources of revenue and the PFP Individual Giving team, which this role would be part of, focuses on supporting countries to grow their individual giving revenue.

The PFP Individual Giving team based in Geneva is a lead participant in the Supporter Engagement Strategy, which aims to increase the global acquisition and engagement of UNICEF’s diverse supporter base, including donors, advocates, and volunteers. A key part of the strategy is to replace the incumbent CRM systems currently in place in 21 country offices with Salesforce-based technology. The role of Marketing Cloud Specialist will be instrumental in working with markets to redefine their fundraising approach and develop Marketing Cloud to that benefit.

How can you make a difference? 

Purpose of Assignment
The Supporter Engagement Strategy (SES) Marketing Business Process Specialist will identify and articulate specific marketing requirements at a country level, working in collaboration with UNICEF vendors, markets and program team ensuring good coordination and sufficient program collaboration between the Division of Private Fundraising and Partnerships (PFP) and countries. The Specialist will work on Latin America and the Caribbean (LAC) regional ‘business as usual’ (BAU) support and with corresponding geographical squads and SES squad for Marketing Cloud expertise, best practice, and technical support. The Specialist will understand the Marketing Cloud solution and support UNICEF markets to optimize supporter journeys, implement tests, manage segmentation, data flow, and governance for maximizing supporter engagement. The Specialist will guide country offices in the SES program development with technical and program advice, training, planning support, technology, and project process awareness.

MAIN TASKS

• Work as part of the functional SES squad to deliver marketing cloud expertise and support to markets; provide additional support to geographical squads for SES program implementation and BAU issues management and further development.
• Guide country offices in the SES program development by helping with technical and program advice, training, planning support, technology, and project process awareness. This may require travel to various office locations in LAC.
• Interface directly to markets as part of BAU support and ongoing development of the program. Ensure utilization and adoption of the solution, with training, advice and developing the requirements pipeline.
• Understand and categorize user requirements into localized or global core functionality. Ensure local learnings on Marketing are brought into global practices.
• Understand the technical solution (Marketing Cloud) in terms of providing optimized supporter journeys, implementing tests, segmentation, data flow and governance with a view to maximizing supporter engagement. Provide input into solution design taking localized and global requirements into account.
• Work with the Program team and Marketing Manager to ensure effective communication, negotiation and influencing within the SES Project Team.

Scope of Work:

1. Business Process Analysis and Documentation

• Help analyze current marketing business processes in UNICEF markets. Support countries with documenting comprehensive business requirements for future development through user stories.
• Understand and categorize user requirements into localized or global core functionality.
• Manage ambiguity around story development for future states, ensuring user stories and solutions reflect UNICEF’s desired future business state.
• Collaborate to develop the business view on story prioritization, sprint planning, and backlog grooming.
• Lead negotiations to bridge key user stories into solutions, ensuring business interests are delivered within technical boundaries.

2. Deliver SES expertise and provide technical support to 8 markets

• Interface directly with and provide technical support to markets in LAC region. This may include potential travel to various office locations in LAC. Focus on BAU (Chile, Colombia, Uruguay), however support may be required for markets doing implementations (Argentina, Mexico, Ecuador, Brazil, and Peru).
• Ensure utilization and adoption of the solution through training, advice, and influencing the requirements pipeline.
• Support business decisions from a marketing viewpoint, considering cost and ROI, to make recommendations to Business and Product owners where appropriate.

Provide additional support to geographical squads for SES program implementation, BAU issues management, and further development.

3. SES Program design support

• Provide input into Marketing Cloud solution design, considering localized and global requirements.
• Provide feedback and insights to SES Program Manager and Marketing Manager on sprint progress, managing PFP input, and making recommendations to the Marketing Managers on proposed changes to deliverables.
• Work with the Marketing Manager to ensure effective communication, negotiation, and influencing within the SES Project Team.
• Contribute to the successful implementation of local solutions and the wider Supporter Engagement Strategy approach.

4. Consultation and Best Practices

• Consult and provide advice on best practices and functionality in collaboration with Business owners across the region.

DELIVERABLES

By 31 Aug 2024, By 30 Sept 2024, By 31 Oct 2024, By 30 Nov 2024, By 31 Dec 2024, By 31 Jan 2025, By 28 Feb 2025, By 31 March 2025, By 30 Apr 2025, By 31 May 2025, By 30 Jun 2025, By 31 Jul 2025

• The monthly expected deliverables: Please note that depending on country readiness and project progress, month deliverables may change.
• One journey optimization per each of the 5 markets per month: Documentation and recommendations for optimizing supporter journeys, implementing tests, segmentation, and 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; 4) Weekly
• Update on project progress, challenges, risks, and escalations reported to Marketing Manager.
• One Business Decisions Recommendations documented and shared: Recommendations on business decisions from a marketing viewpoint, considering cost and ROI, and providing insights to Business and Product owners.

By 31 July 2025 or earlier

• 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.

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

Education:

• Advanced university degree in Marketing, 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.
• A valid professional certification in Salesforce Marketing Cloud is required

Experience:

• A minimum of 5 years progressive experience in the following fields: business analysis, CRM implementations, process and system optimisation, communication programs, retention and supporter journeys are 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 personalisation, A/B testing, dynamic templates and SQL for data model updates is required.
• Ability to curate and produce content for engagement and conversion objectives via email communications 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:
  o Design editing skills, including HTML5/CSS and JavaScript
  o Experience in building profitable loyalty programs with automation and dynamic data sets
  o 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.

Language

• Fluency in English is required. Proficiency in Spanish is required. Knowledge of another UN language or a local language is an asset.

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. 

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. 

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 

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. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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.