Job Title: Assistant CRM Officer (Salesforce Platform) Service/Division: Global Salesforce Team, Digital Service, Division of External Relations Duty station: Homebased – Europe time zone ICA Level: UNOPS Local – LICA-8 Corresponding level: NO-A Duration: from ASAP to 31/12/2024, with possibility of extension

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. This is building upon existing development of the Salesforce unicorn managed package developed by Digital Service (DS) to create an integrated engagement and relationship management tool across the organization, and thus requires strengthening of the Salesforce global team in DS to support and service the initiative, platform, current and future roll-outs.

This is a position sitting in the Salesforce (SF) global team in post go live and rollout 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.

Currently, Salesforce for private sector fundraising has been separated into several multi-tenant Orgs (Regional Hubs), and the Assistant CRM Officer is effectively the owner of these regional hubs and serves as the technical lead for adjustments and enablement projects. This is a specialized position in the Digital Section. The assistant 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 proven 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.

Purpose and Scope of Assignment (Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)

The Assistant CRM Officer (Salesforce) – Platform Manager 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. • Work closely and liaise with Change Management and Programme Management colleagues to ensure solution design meets organisation needs.

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 and hub management and integrations • Own the product direction for the Hubs, and ensure any changes are aligned with the agreed vision and strategy. • Ensure Solution Architecture evolves sensibly as the Hubs develop over time. • Ensure that all architectural and design documents, including solution options and recommendations, are documented and presented to the technical approval boards for endorsement. • Working with related systems teams to ensure design specifications are correct. • Manage and prioritise new developments and change requests for the Hubs. • Work with development team and other representatives from implementing partners on new build. • Approve user stories for build on the Hubs. • Handle new unicorn installation/release updates on the relevant orgs. • Manage integrations on the orgs, 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). • Ensure up to date, detailed technical documentation for the Hubs are maintained and organised. • Engage stakeholder such as system users, other technical teams at HQ, and implementation partners.

Monitoring and Progress Controls (Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)

• Provide support in a timely and professional manner for users on relevant orgs covered by the staff member. • Respond to second tier support questions and requests within agreed timeframe, in coordination with the team colleagues. • Execute and support system functionality (customisation and plug-ins) requests directly where possible. • Ensure database is configured to meet user needs and requirements. • Ensure reports and Dashboards are created and maintained as necessary. • Ensure dissemination of timely information, training and documentation on system change or upgrades with foreseen impact on users. • Become familiarised with each of the orgs under direct management by the team, as well as unicorn package, to enable covering for other colleagues on the team during absence. • Attend team meetings, scrums and project meetings as required across the projects handled within the team.

Qualifications and Professional Experience Required

a. Education - University Degree in IT, Commerce, Economics, Business Administration, or Public Administration. - Salesforce certification required.

b. Work Experience - At least one-year relevant experience with Undergraduate degree; or no experience with Graduate degree; or no experience with Doctorate degree. - Proven experience in developing Salesforce solutions for non-profits ideally in fundraising and engagement & relationship management. - Not-for-profit fundraising support, sales cycle, and opportunity management experience - Customer relations and customer care experience - Proven project management experience - Practical experience with process mapping programmes.

c. Key Competencies

Essential: - Excellent business analysis, elicitation, and people skills - Strong IT skills are essential.

Desirable: - 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. - Experience using the SF non-profit success pack (NPSP) - 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.

d. Language

Fluency in English
Second UN language is desirable

Location

- The role will be home-based in Europe. - The right to work and travel in the EU is essential.

Travel

- Some international travel may be required.

Additional information

- This is a full-time role, Monday to Friday, 40 hours per week. - The remuneration level and the applicable entitlements and benefits may be different based on the residence of the most suitable selected candidate.