Tuesday, February 23, 2016

Tele-Facing Specialist - Oxfam India (Apply by: March 2, 2016)

Tele-Facing Specialist, Oxfam India, New Delhi

1. POSITION VACANT: Tele-Facing Specialist, Oxfam India, New Delhi
Oxfam commemorates 65 years in India in 2016. Oxfam Great Britain came to India for providing full scale humanitarian response during the Bihar famine of 1951 and has since supported civil society organizations, across the length and breadth of the country.
Oxfam India is part of a global confederation of 17 Oxfams and came into being in 2008, integrating the operations of six separate Oxfam affiliates, working separately in the country. The Oxfams are rights-based organizations that fight poverty and injustice by linking grassroots programming (through partner NGOs), to local, national and global advocacy and policy-making.
Oxfam India works in the area of removing poverty and aims to be a role model in linking- up four critical themes and areas of work:
  • Essential Services
  • Gender Justice
  • Economic Justice and
  • Humanitarian Response
into a comprehensive programme framework, pursuing dignity of life as the overarching goal. In addition,Oxfam India vigorously pursues linking grassroots programmes with policy advocacy, thereby emphasising a rights-based approach.

Oxfam India is an equal opportunities employer.
For details about the organization, please visit https://www.oxfamindia.org/

Reporting to the Retention Manager, the Tele-Facing Specialist shall be responsible for managing the team-leader(s) of the Telemarketers and Tele-facers. In addition, S/he will manage individual donor fundraising activity from multiple locations, interacting with Internal and external fundraising team and agencies.
Key Job Responsibilities:
A. Set-up Telemarketing and Tele-facing Department
(1) Setting up the telemarketing and tele-facing team at Oxfam India, incorporating retention, upgrades, renewal lapsed donors, and conversion of one time donors to regular donors and other supporters / leads to regular donors;
(2) Developing annual plans and objectives for the team to optimize the results;
(3) Recruit and train staff;
B. Strategies
(1) Contribute to the development of and implement and monitor the Fundraising strategy for Conversion, Upgrade and Supporter Loyalty for Oxfam India in collaboration with the Retention Manager and Fundraising team to optimise performance and income from the Supporter base, including for Committed Giving retention and reactivation;
(2) Support development of fundraising annual plan, specifically for tele-facing channel for donor retention and conversion;
(3) Be up to date on best practices and learnings within India and other Oxfam affiliates on above mentioned topics, for testing and implementation at Oxfam India;
(4) Provide input on supporter journeys for new campaigns and fundraising activities, optimizing the conversion results from supporters to regular donors, and the life time income of supporters, e.g. via the conversion of one-time donors to regular donors; the conversion of other supporters (petition signers, newsletter subscribers, Trailwalker participant and sponsors, employees at companies, etc.) and databases to regular donors; etc.;
(5) Identify opportunities to optimize the regular donor base and income for Oxfam India via a successful supporter journey implementation;
(6) Implement the Oxfam India’s Individual Donor retention strategy for tele-facing with the aim of increasing income from the channel;
(7) Overseeing the work of teams, including the production of successful tele-facing scripts and training packs, ensuring consistent messaging and representation of Oxfam India, in close collaboration with the communication team of Oxfam India.
(8) Responsible for the day to day management of tele-facing fundraising via regular planning and review meetings;
(9) Investigate and develop best tele-facing fundraising practices to enable Oxfam in India to lead and innovate within the Indian fundraising market and to maximize long-term responsible income;
(10) Manage the tele-facing channel which focuses on increasing contribution of existing donors and also renewing contribution from lapse donors.
(11) Identify and implement ways to optimise the use of active and non- active supporter base;
(12) Organising trainings as per the calendar for the team;
(13) Ensure accuracy of supports contact details which is also updated in the fundraising database;
(14) Conceptualization and establishment of new supporter retention practices that would become sustainable overtime;
(15) Undertake any other reasonable task that the Head Donor Relations sees fit for the smooth running of the team.
C. Monitoring
(1) Ensure timely, accurate and quality MIS reporting for in-house and external Individual Donor fundraising (on monthly, quarterly and annual basis);
(2) Monitoring quality of representation by Individual Donor fundraising teams by listening to calls, call barging and quality trainings;
(3) To analyse the existing supporter journey –chain of communication and engagement with donors and to find ways to optimize;
(4) To conduct in-depth supporter surveys to understand the supporter better and to take necessary steps;
(5) Monitor and evaluate supporter services results in terms of pre post debit attrition and efficacy of FR communications;
(6) Ensure that all fundraising activities comply with applicable (Indian) law at all times, including compliance with data protection legislation.
D. Human Resource 
(1) Provide feedback to agencies on recruitment, training and monitoring the performance of tele-facing outsourced and In-house fundraising team members;
(2) Supervise and evaluate the outsourced tele-facing fundraising agency’s team members;
(3) Supervise Telemarketing Acquisition Officer.
E. Financial
(1) Advise upon development and punctual monitoring of the Individual donor fundraising budget(s);
(2) Deliver against agreed income and expenditure targets.
(3) Establish and meet standards for accurate & timely donations processing, while ensuring the integrity of donor data at all times;
(4) Ensure timely payment of Individual Donor fundraising agencies.
Applicants must be post graduates in Business Management, Marketing, Finance, Communication, or other relevant discipline.
Applicants must possess a minimum five to seven years of experience in Individual Donor fundraising or similar profile in marketing:
Essential Experience:
(1) Experience of successful track record on TM, TF, life time value / income optimization;
(2) Managing telemarketing and tele-facing teams in India;
(3) Experience of outbound Individual Donor fundraising activity for NGO/ INGOs
Desirable Experience:
Similar work experience with any other NGO/ INGO.
Skills and Competencies;
(1) Self-starter with experience of working to deadlines and demonstrated ability to use initiative, work independently and prioritise a diverse workload effectively under pressure;
(2) Positive team player;
(3) Proven experience of analytical and critical thinking; 
(4) Report writing experience - excellent research skills – particularly in relation to business casing and follow through of approved business cases and plans;
(5) High level of interpersonal, influencing, negotiating and diplomatic skills for engagement with a wide variety of contacts;
(6) Excellent verbal and written (English) communications skills;
(7) Innovation and creativity skills to develop new opportunities;
(8) Strong commitment to Oxfam’s mission and values;
(9) Flexible approach to working hours, with the ability to work evening and weekends, if necessary.
Gross compensation for the position is attractive. The offer made to the selected candidate shall be commensurate with qualifications, experience and salary history.
New Delhi. (Note: During the course of employment, the post holder may be required to move base on a temporary or permanent basis, to any workplace controlled by Oxfam India).
Fixed term contract for three years, renewable based on performance.
Senior Consultant
Strategic Alliance Management Services P Ltd.
1/1B, Choudhary Hetram House
New Friends Colony
Bharat Nagar, New Delhi -110 025
Email: tfs-oi@sams.co.in
Website: http://www.sams.co.in

Eligible candidates interested in the position are requested to apply to tfs-oi@sams.co.in with a cover letter, discussing their interest in and suitability for the position, along with an updated resume, giving details of three references, current cost to organisation and expected compensation, by March 2, 2016.

For further details, please visit www.sams.co.in

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