CRM Project Management Advisor (Retainer)

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UNOPS - United Nations Office for Project Services

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Application deadline 1 month ago: Thursday 28 Jan 2021


This is a IICA-3 contract. This kind of contract is known as International Individual Contractor Agreements. It is normally internationally recruited only. It's an external contract. It usually requires 7 years of experience, depending on education. More about IICA-3 contracts.

Background Information - Job-specific

The needs of people in humanitarian emergencies and development contexts are bigger than ever before, and many people are vulnerable to social inequality, conflict, natural disasters, and displacement. With slow progress towards political solutions, many crises have become protracted, exacerbating human suffering. In light of these trends, ongoing systemic reforms have placed a specific focus on collective multi-stakeholder action, strengthened coordination, and collaboration across the humanitarian-development-peace spectrum by in-country leadership.

The Global Executive Leadership Initiative (GELI) was established in April 2020 as an initiative that serves the international system. GELI is hosted by UNOPs and managed by a global team based in Geneva, Switzerland, and the United States. The GELI training programmes are being co-designed by GELI with experts and partners that have been identified to support the design and delivery.

GELI is the first leadership learning programme designed for balanced participation by senior leaders from across the United Nations, non-governmental organizations (NGOs), and the Red Cross and Red Crescent Movement. GELI supports leaders based in countries of operation to develop their leadership skills by providing learning opportunities and facilitating knowledge exchange through a network of senior peers, utilising a safe space to share ideas and identify actionable solutions.

Through its three learning pillars and a robust alumni network, GELI will provide a comprehensive package of continuous learning modules tailor-made to the needs of senior leaders, offering knowledge sharing opportunities and innovative tools.

Pillar 1: Executive Leadership Programme Each year, one or more cohorts of up to 30 senior leaders based in countries of operation, with balanced participation from the United Nations, NGOs, and the Red Cross/Red Crescent Movement, will embark on a blended, tailor-made ambitious learning journey. The one-year programme includes three, five-day residencies, with a focus on leadership of the individual, leadership in teams, and transformative leadership. Pillar II: Field-Based Leadership Training In addition to the residential course, GELI will also offer in‑country and remote learning opportunities and support to leaders in humanitarian and development field operations. Pillar III: The Leadership Lab will provide a space to create, reflect and rethink the traditional ways that leadership works in humanitarian, development and peace operations. It will utilise an extensive network of leaders to inspire ‘outside the box’ thinking, exchange of knowledge, stimulate bottom-up innovation, and unleash the talents of the many and diverse range of people working in the humanitarian and development environment with the view to create new approaches to collective leadership, showcase good practices, publish research, and influence policymakers.

Purpose and Scope of Assignment

As GELI is standing up its programmes, the GELI Team, to strengthen its efforts to have the necessary technological back-end support structures, including productivity tools and business solutions. To this end, to strengthen the management team of the programme, GELI intends to recruit a Senior Customer Relationship Management (CRM) Project Manager to lead the initiative to institute a GELI CRM solution based on the Salesforce (SFDC) platform. The project will entail working with United Nations Secretariat entities to ensure that the GELI Salesforce instance being set up is interoperable with existing UN Secretariat Salesforce instances. The scope of the project will include Accounts (organizations and individuals), Contacts,

Opportunities and Activities for the learning programmes. Additionally, will include Campaigns, fundraising, Donor Agreement management, and potentially Donor Reporting. The Salesforce interaction will be based on the ‘community licence’ to permit GELI staff, course participants, and partners to access and use elements of Salesforce as determined by GELI.

Functional Responsibilities

Under the direct supervision of the GELI Deputy, Partnership and Outreach and closely working with the ICT Officer, the advisor will be responsible for managing the successful delivery of the CRM initiative. The advisor will be expected to be onsite during certain phases of the project. The Project Advisor must have the ability to drive and influence the performance towards reaching project objectives, without direct reporting line control, by:

System Development

  • Lead the setup of the initial version of the product, configuring the required Salesforce modules.
  • Configure Salesforce according to the functional requirements.
  • Performing solution delivery, including system configuration directly, as required.
  • Leading the creation of the testing strategy and test scenario development, in conjunction with the affected user groups, for user acceptance testing and overseeing the UAT process.

Solution Design - Working with the relevant ICT staff internally and externally, notably the contracted entities responsible for the website and learning management system build-out to define system integration requirements. - Provide guidance with respect to external systems integration and synchronizing Salesforce CRM functional coverage with that of external systems, including but not limited to the Enterprise Resource Planning (ERP) initiative, provide technical guidance and hands on activities to build web services and APIs for the effective integration of systems. - Lead the provision of architecture design documentation describing the solution. - Manage Salesforce admin account, and hand it over to IT Officer with due documentation at the end of the assignment. - Create and maintain oneUNOPS opportunities and engagement functionalities in alignment with UNOPS corporate guidelines.

Project Management - Overseeing and managing the management of the sandbox and production environments. - Leading and creating the overall functional requirements and stories, with input from the GELI pillars and foundational business units, and determining an optimal phased approach to functional and deployment and interaction with other Salesforce instances used by UN entities. - Providing strategic guidance on Salesforce CRM methodologies and best practices to GELI’s requirements and functionality needs, from experience within the non-profit and, preferably, the UN sector. - Leading the creation of training and support materials, either directly and/or through managing execution by external resources. - Reporting on project status and issues on a regular basis.

Impact of provided services

The advisor directly affects achievement of project results by advising the GELI Management Team in the development of a CRM: highly tailored to the GELI clients in humanitarian/development contexts, at executive-level, with clients, various stakeholders and partners in support of GELI programmes and foundational elements for their successful implementation. The advisor may be requested to provide infrastructure mapping support that includes a high-level of detail, so that the Salesforce infrastructure is interoperable with existing systems GELI is developing and future consideration such as artificial intelligence (A.I.) support to supporting GELI’s Alumni Network, client pool and partners.

Education/Experience/Language requirements


Master degree in computer science, management information systems, marketing, business administration, or a related discipline;

A first-level university degree (Bachelor’s or equivalent) with additional 2 years of relevant working experience may be considered in lieu of an advanced university degree.

Work Experience

  • A minimum of 7 years of experience in Salesforce application design, or in web application design leveraging SaaS CRM or related fields is required.
  • Experience successfully designing and developing Salesforce applications is required.
  • Experience liaising with international institutions, civil societies is preferred.
  • Experience in managing Vendors and teams comprising Vendors, internal staff and individual consultants is preferred.


  • PMP, PRINCE2 or equivalent project management professional certification will be an asset.
  • Holding Salesforce Administrator certification will be an asset.
  • Holding Salesforce App Builder certification will be an asset.
  • Holding Salesforce Sales Cloud certification will be an asset.


Fluency and full working knowledge in English is required.


Develops and implements sustainable business strategies, thinks long term and externally in order to positively shape the organization. Anticipates and perceives the impact and implications of future decisions and activities on other parts of the organization. Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role). Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries. Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements. Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving. Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Contract type, level and duration

  • Contract type: Individual Contractor Agreement (ICA)
  • Contract level: International ICA Specialist Level 3 (Contract may be issued as Local ICA Specialist Level 11 based on the duty station of the successful candidate).
  • Contract duration: Up to 60 working days within a year. Contract may be renewable subject to programme requirements, funding availability, and satisfactory performance.

Note that the fees under this contract are liable to income tax.

For more details about the ICA contractual modality, please follow this link:

Additional Considerations

  • Please note that the closing date is midnight Copenhagen time
  • Applications received after the closing date will not be considered.
  • Only those candidates that are short-listed for interviews will be notified.
  • Qualified female candidates are strongly encouraged to apply.
  • UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
  • Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
  • For retainer contracts, you must complete a few Mandatory Courses (around 4 hours) in your own time, before providing services to UNOPS.
  • The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.

It is the policy of UNOPS to conduct background checks on all potential recruits/interns. Recruitment/internship in UNOPS is contingent on the results of such checks.

Background Information - UNOPS

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.


With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.

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