Tech Lead, Enterprise CRM

• Global Technology Shared Services

• Enterprise Resource Planning (ERP) Management

• Project Management

• Security

• Business Relationship Management

• Program Technology & Data

• HR Information Systems (HRIS)

• Enterprise CRM & Digital Platforms

IRC's Enterprise CRM and Digital Platforms team within the Information Technology Department is responsible for managing the enterprise supporter management platforms that support the global delivery of the International Rescue Committee’s private sector resources (financially contributing circa USD200M per annum), as well as the key partnerships, advocacy and influence objectives of the Global Partnerships and Philanthropy (GPP), Communications and Advocacy departments. These platforms also play an important strategic role in the creation of IRC’s brand, its awareness and support for fundraising and advocacy goals. The platforms include the Enterprise CRM platform, various donation platforms, the IRC global website and email communications platforms.

Job Overview/Summary:

The Tech Lead for the Enterprise CRM team will manage the day-to-day operations of the Global IRC Salesforce.com CRM system, implement the prioritized roadmap for platform enhancements (including integrations with other IRC digital platforms) and help develop platform strategies across the enterprise suite of CRM and digital platforms.

IRC digital platforms include:

• CRM: Salesforce.com (NPSP and NGOC)

• Donation platforms: Springboard donation platform, iRaiser donation platform, Symbolic gift platforms (Shopify, iRaiser, custom Springboard)

• Global Website: Drupal CMS

• Email Communications: IBM SilverPop

The Tech Lead, Enterprise CRM will have a proven track record of administering CRM platforms and leading successful implementation of CRM projects that have translated into direct business impact.

The Tech Lead, Enterprise CRM will have an understanding of macro digital business trends across customer experience, social, mobile, analytics and cloud applications/development.  Specifically, s/he will set the vision for the CRM platform working closely with key stakeholders from business teams, ensuring that IRC is able to avail of platform features to enhance delivery of business needs with an eye to the future.  However, s/he will also take a practical approach to digital transformation, balancing optimization of existing technology while making the right sequence of strategic investment choices to propel business growth, establishing a transition roadmap, and supporting colleagues in adoption and change management. 

In a challenging role interacting with multiple key senior stakeholders across multiple departments, the Tech Lead, Enterprise CRM will be a leader, capable of forging strong partnerships, and knowing how to champion and successfully prioritize platform changes in a complex, global business environment.

Most importantly, he/she will ensure the successful ongoing day-to-day operations of the CRM platform and integrations, delivery of roadmap features and business user training by leading a team of two CRM admins, one Integrations Specialist and one CRM trainer. S/he will be responsible for managing to end-user expectations and ensuring their satisfaction with the CRM platform and integrations of other IRC systems with the CRM platform.

S/he will enable a continuous improvement methodology and mindset across the Enterprise CRM team and build a culture that is highly business responsive, collaborative and innovative

Major Responsibilities:

• Platform management:
• Responsible overall for the delivery of product roadmaps of prioritized features across the enterprise CRM.
• Responsible overall for the delivery of CRM platform modifications and enhancements (including integrations with IRC digital platforms) for strategic projects. Manage team through delivery, closely managing progress against objectives, removing roadblocks, and driving full-team problem solving as required.
• Responsible overall for the delivery of system administration and operational tasks related to CRM platform management (including integrations with IRC digital platforms) such as performing system upgrades, trainings and user support, user administration, modifications and enhancements, maintaining security policies, day-to-day operation & backups, etc.
• Responsible overall for managing end user relationships and business satisfaction with the platform by effectively providing CRM user support, driving adoption, understanding and prioritizing business requirements, facilitating roadmap reviews and providing ongoing training.
• Support the production of standard and custom reports and outputs from the CRM platform per business needs, including ensuring that accurate data is provided to support complex campaign segmentation and other marketing strategies.
• Partner with the Data and Analytics teams in Global Partnerships and Philanthropy (GPP) and IT to ensure data quality standards are adhered to and that accurate data is available for analytics teams.
• Partner with the DevOps team in the development and management of application integrations with the CRM platform.

• Thought leadership:
• Identify new and relevant CRM platform features for digital innovation (technologies, markets, partners, trends).
• Provide prioritization and strategic management of CRM technology initiatives and strategies as they relate to key business objectives.
• Develop and implement key CRM technology strategies and solutions to optimize digital experience, employing data and donor/business insights.
• Partnership:
• Develop relationships with and partner closely with other teams within IT such as Global Technology Shared Services, Security, Program Technology & Data, Project Management etc. to deliver platform modifications and enhancements.
• Develop relationships with and partner closely with GPP, Communications and Advocacy teams to deliver supporter management journeys, be highly responsive to and support business objectives related to fundraising, awareness and influence through the delivery of platform features.
• Partner with the Data and Analytics teams in Global Partnerships and Philanthropy (GPP) and IT to ensure data quality standards are adhered to and that accurate data is available for analytics teams.
• Partner with the DevOps team in the development and management of application integrations with the CRM platform.
• Develop relationships with platform vendors to gain insights into product roadmaps, influence strategic choices for the IRC and manage vendors in the delivery of platform modifications and enhancements.
• Team management:
• Manage team of 4 resources consisting of CRM administrators (two – US and Europe), CRM Trainer and Integration Specialist to deliver platform modifications and enhancements, day-to-day operations and compliance to standards.
• Develop and build team to work in a collaborative, business-responsive, continuous improvement and innovative culture.
• Actively and effectively communicate across teams and all key stakeholder groups.
• Manage upwards by engaging the Director, Enterprise CRM and Digital platforms in key strategic decisions, prioritization and visioning related to enterprise CRM and Digital platforms.

Work Experience:At least 6-8 years of experience in senior technology roles in complex business environments.Experience working for global B2C businesses or non-profits with complex marketing technology and customer/sales/donor journey requirements, or with an agency/consulting background.Specific experience and interest in non-profit marketing and fundraising preferred, with a passion for humanitarian aid and/or international development.

• A minimum of 6-8 years of professional work experience managing Salesforce.com as a CRM, ideally for a global non-profit donor or member database with at least 500,000 to 1,000,000 records;

• 4+ years supervisory experience managing an internal team;

• Experience managing vendor relationships and maximizing productivity of external vendors and consultants

Demonstrated Skills and Competencies:

• Deep and wide-ranging knowledge of international non-profits, and a full spectrum of fundraising, constituent/prospect management, and marketing disciplines

• Advanced proficiency with Salesforce.com with experience around use of the platform for fundraising and marketing, including a deep understanding of key CRM architectural concepts, and how they influence design decisions and development approach

• One or more Salesforce.com (SFDC) Certifications, especially Advanced Certifications - including (Advanced) Administrator, (Advanced) Developer, Sales Cloud, Service Cloud and Technical Architect

• Proficient with SQL, Visualforce and Apex languages and development

• Demonstrated experience with SQL databases/administration, and advanced technical skills including proficiency with Excel and MS Office tools for data manipulation and complex custom reports

• Deep experience in delivering projects with digital technology solutions across e-commerce, web development, digital advertising, social and mobile platforms, content marketing, CRM, marketing automation, social media monitoring, web analytics, and digital app and asset development

• Broad knowledge of fundraising databases, workflows, documentation, data integrity, quality control, financial controls and audits, PII security and privacy compliance, and legal regulations related to non-profit fundraising

• Strong management skills, with a focus on mentoring and providing strong leadership support to team members

• Ability to translate broad strategic vision into specific actionable short- and long-term objectives, including the ability to respond quickly to new opportunities and changes in priorities

• Well-developed analytical and problem-solving skills, with an ability to devise creative solutions to complex problems and issues

• Experience managing and coordinating vendor and internal teams to deliver large-scale cross-functional projects from design through to implementation on time and within budget

• Organized, highly detail-oriented, and able to work in a fast-paced environment and deal with pressure and deadlines

• Demonstrated ability to maintain positive, collaborative, productive relationships with diverse key stakeholders across the organization

• Strong and persuasive interpersonal skills with the ability to communicate effectively and appropriately with senior non-expert colleagues

• Sound judgment in maintaining confidentiality of donor and key internal business information;

• Passion for and commitment to the IRC’s mission

• Entrepreneurial spirit, with a hunger for innovative ideas, and an ability to translate those ideas into actionable strategies and tangible business outcomes

• Business savvy and deep knowledge of emerging technologies and cutting-edge marketing practices

• Experience working in a highly business responsive or client service environment

• Exceptional analytical and problem-solving skills

• Strong attention to detail and ability to prioritize tasks, multitask and manage time effectively

• Ability and willingness to travel as required

Language Skills:English (fluent)

Certificates or Licenses: One or more Salesforce.com (SFDC) Certifications, especially Advanced Certifications - including (Advanced) Administrator, (Advanced) Developer, Sales Cloud, Service Cloud and Technical Architect

Reports to: Director, Enterprise CRM and Digital platforms

Working Environment:Standard office work environment.

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