Assistant CRM Officer (Salesforce Platform)

Hardship Level (not applicable for home-based)

H (no hardship)

FamilyUNOPS IICA1

2023-03-01-08:00February 6, 2023TERMS OF REFERENCE

Job Title: Asistant CRM Officer (Salesforce)
Service: Global Salesforce Team, Digital Service, Division of External Relations (DER)
Duty station: Copenhagen, Denmark
Duration: 1 Mar 2023 – 31 Dec 2023, then 1 year if renewed
Contract Type: UNOPS, International Specialist, Level IICA-1 (P1 equivalent or Local Specialist LICA-8)

1. Background Information

UNHCR, the UN Refugee Agency, is a global organization dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people. Every year, millions of men, women and children are forced to flee their homes to escape conflict and persecution. UNHCR strives to ensure that everyone has the right to seek asylum and find safe refuge in another state, with the option to eventually return home, integrate or resettle.

As part of the UNHCR Business Transformation Programme (BTP), UNHCR has adopted Salesforce as the platform for CRM implementation of fundraising and engagement and management systems (Synergy Project). This is building upon existing development of the Salesforce unicorn managed package developed by Private Sector Partnerships (PSP) to create an integrated engagement and relationship management tool across the organization, and thus requires strengthening of the Salesforce global team in Digital Service (DS) to support and service the initiative, platform, current and future roll-outs.

This is a post project position sitting in the Salesforce (SF) global team in post go live support of UNHCR’s business transformation programme where SF is one of the main pillars, managing external relations. The role also covers continued support to PSP markets who are adopting SF.

The Assistant CRM Officer (Salesforce) is effectively the Salesforce post go live product (Org) owner and serves as the technical lead for post go live adjustments and enablement projects. This is a specialized position in the Digital Service. The officer will be responsible for the global support of the Salesforce program and will liaise with multiple stakeholders including end users, local and regional management as well as other HQ teams and suppliers.

The incumbent will need to have excellent knowledge, skills and technical experience in Salesforce product development and management within fundraising, engagement & relationship management, with a wide-range of Salesforce products including the non-profit success pack (NPSP) development, rolling out corporate-wide business applications as well as a good understanding of the development life-cycle (requirements gathering & design, development & configuration, testing & deployment) and oversight.

2. Duties and Responsibilities

The Assistant CRM Officer (Salesforce) will serve as technical lead and product owner for specific Salesforce instances / projects. This includes:

Manage requirements and backlog
• Work with end users and business owners to define requirements and UAC (User Acceptance Criteria) for new developments or change requests related to the instance under their management
• Lead the work with the external consulting agency throughout the development cycle for the relevant instances and projects, including being part of the scrum team
• Decide with the team about roadmap and feature prioritization across projects
• Liaise with both management and individuals to deeply understand team needs, broader business processes, and key opportunities for greater efficiencies

Testing lead
• Liaise between the consulting agency and UNHCR’s testing team to submit and prioritize change requests, defining user stories and maintaining a backlog
• Lead on testing throughout the different testing phases: functional, user acceptance, regression
Platform management and integrations
• Handle new unicorn installation/release updates on the relevant instances
• Develop and maintain relevant documentation for the instances they are managing
• Manage integrations on the instances under their management, including understanding the on-platform solution using CDT, as well as integrations to email marketing, payment processing and front-end tools

General
• General Salesforce support when support team is not available
• Engage and support in specific projects (e.g., Selligent integration, Call Centre)


3. Essential Minimum Qualifications and Professional Experience Required

- University Degree in IT, Commerce, Economics, Business Administration, or Public Administration.
- At least one-year relevant experience with Undergraduate degree; or no experience with Graduate degree; or no experience with Doctorate degree
- Excellent business analysis, elicitation, and people skills
- Salesforce certification required
- Not-for-profit fundraising support, sales cycle, and opportunity management experience
- Customer relations and customer care experience
- Proven project management experience
- Strong IT skills are essential

4. Desirable competencies
- At least three years proven experience in developing Salesforce solutions for non-profits ideally in fundraising and engagement & relationship management
- Exposure to management and change initiatives in an international, decentralized and/or multinational environment, with specific experience implementing at least one CRM or ERP solution.
- Practical experience with process mapping programmes.
- Ability to analyse problems in general and think creatively to propose appropriate solutions
- Commitment to live up to high ethical and professional standards. An outgoing personality and a team player with a service-oriented attitude.
- Good knowledge of UNHCR programmes, policies and activities.

5. Language
- Fluency in English
- Second UN language is desirable

6. Location
- The role will be in Copenhagen, with the possibility of being home-based.

7. Travel
- Some international travel may be required.

 

Standard Job Description

Required Languages

English

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Desired Languages

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Additional Qualifications

Skills

Education

Certifications

Other information

This position doesn't require a functional clearance