Senior PSP CRM Officer

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.

Senior PSP CRM Officer

Organizational Setting and Work Relationships
The Senior PSP CRM Officer plays a crucial support role in the ability of PSP fundraisers across all markets to effectively deliver against their fundraising targets and objectives through the implementation and support of Salesforce CRM across offices. This is a specialized position in the Digital Engagement Section, and is responsible for the global roll-out and management of the PSP selected customer relationship management (CRM) database and eco-system (Salesforce). Salesforce is becoming the primary CRM system for the majority of PSP offices and a large-scale implementation, rollout and maintenance is required. The incumbent will need to have a full global picture of the requirements and priorities of country offices. The incumbent will also need to have excellent knowledge, skills and experience in private sector fundraising, business application development, risk management/oversight. They are responsible for ensuring that DES has the agility to support markets in developing and engaging in CRM solutions for the fundraising network, and also in reporting to senior management to ensure delivery is aligned with the Global PSP Strategy. They will need to lead a process of change in technology and working practice and also be able to effectively engage with external agencies and consultants to achieve this.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR¿s core values of professionalism, integrity and respect for diversity.

Duties
- Lead the CRM team to ensure top level service support to fundraising markets globally in the areas of CRM development (Salesforce), management and global rollout.
- Develop vision for PSP market implementation of the digital eco-system including Salesforce and ensuring the integration of digital tools (payment gateways, automated email marketing, analytics, CMS etc¿).
- Ensure that global objectives and local fundraising market goals are aligned for the development and implementation of Salesforce and integrated features and services through strong business analysis, market engagement and change management.
- Ensure sound planning and monitoring of PSP CRM/business application roll-out and usage across PSP network including long term roadmap for delivery
- Ensure data governance and integrity strategy is in place to ensure high data quality across the systems
- Supervise and monitor PSP expenditure/budget for CRM/business application management and roll-out.
- Manage relations with global fundraising services suppliers, consultants and system integrators.
- Ensure comprehensive fundraising services procurement plans are in place for all PSP markets.
- Ensure compliance of all PSP fundraising services procurement - particularly digital tools and infrastructure - for all markets and present all procurement awards to the UNHCR procurement oversight bodies.
- Ensure effective training program is in place for Salesforce and companion technology.
- Supervise unit staff in line with UNHCR staff performance guidelines and policy.
- Perform other related duties as required.

Minimum Qualifications
Education & Professional Work Experience
Years of Experience / Degree Level
For P4 - 9 years relevant experience with Undergraduate degree; or 8 years relevant experience with Graduate degree; or 7 years relevant experience with Doctorate degree

Field(s) of Education
Business Administration Public Administration International Relations
Economics         Social Sciences or other relevant field.
(Field(s) of Education marked with an asterisk* are essential)

Certificates and/or Licenses
Not specified

Relevant Job Experience
Essential
- Nine years private sector fundraising global support and oversight experience preferably in a UN organization, with proven exposure to, and a good understanding of supporting fundraising programmes on a global scale.
- Proven large-scale business applications management and roll-out delivery experience (CRMs, ERPs etc¿).
- High-level functional knowledge of Salesforce, including experience developing business requirements for the non-profit success pack (NPSP) in an international fundraising organization.
- Extensive experience in managing external system integrators and implementation consultants.
- Strong experience in procurement processes and supplier management.
- Proven experience in managing a large, geographically-distributed team, to ensure global coverage of all Salesforce and related integration support and business development.

Desirable
- Proven ability to identify change management needs and to advise management on new business process opportunities.
- Professional experience with a management services firm or consultancy.
- Experience with fundraising-related databases and software.
- Demonstrated ability to work independently and to motivate others.
- Excellent vendor communications/relations skills.
- Excellent computer skills with particular reference to database management, and internet e-commerce as well as proficiency in MS Office, SharePoint, PeopleSoft, Visio, BI tools, etc.
- Experience in UN procurement rules, regulations and application from an oversight and risk management perspective.

Functional Skills

*MG-Managerial experience
*FR-Private Sector Fund Raising (PSFR) techniques
*TR-Training/Coaching/Facilitation
*FR-Fundraising
*MG-Project Analysis/Development/Implementation/Management/Coordination
*IT-ERP (Enterprise Resource Planning) Functional Knowledge
*UN-UN Systems and Processes
*RM-Resource Management
*MG-Leadership
FR-PSFR Management of Private Sector Fundraising Investments in new markets
MS-Analysis
PC-Project Control
MG-Business Process Innovation on a global scale
(Functional Skills marked with an asterisk* are essential)

Language Requirements
For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.

Please note that UNHCR does not charge a fee at any stage of its recruitment process (application, interview, meeting, travelling, processing, training or any other fees).

Please note that the closing date for vacancies in the  March 2020Compendium is Thursday 16 April 2020 (midnight Geneva time)