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.

PSP CRM Officer

Organizational Setting and Work Relationships
The PSP CRM Officer, as part of the PSP Salesforce global team, plays an important support role in the ability of PSP fundraisers across all markets to effectively deliver against their fundraising targets and objectives through the implementation, development and support of Salesforce CRM across all fundraising markets. This is a specialized position in the Digital Engagement Section and serves as the product manager responsible for the global roll-out of the PSP customer relationship management (CRM) database and eco-system (Salesforce).
Salesforce has become the primary CRM system for the majority of the PSP offices and a large-scale implementation, rollout and maintenance is underway. The incumbent will need to have a full global picture of the requirements and priorities of country offices and be responsible for change management during implementation and further product and programme development against markets¿ business requirements as they evolve.
The incumbent will also need to have excellent knowledge, skills and experience in private sector fundraising, business application development, risk management and oversight.

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
- Ensure sound planning and monitoring of PSP and wider UNHCR CRM/business application development and roll-out programme.
- Create and maintain detailed project plans, budgets, timelines and other relevant documentation across all active projects.
- Monitor PSP expenditure/budget for all central Salesforce implementation projects.
- Maintain a risk register for projects, identifying risks, threats, or opportunities that could impact the success of central Salesforce projects.
- Manage the scheduling, agenda and minutes for Salesforce steering committee meetings.
- Maintain a deep understanding of the PSP-wide business processes, and procedures and apply that knowledge to ensure the successful implementation of Salesforce as the PSP supporter relationship management system with all PSP markets.
- Liaise between Salesforce users, vendors and the central team, working with all PSP markets to bridge the gap between business requirements and Salesforce solutions.
- Establish suitable processes to support administrative, development, and change management activities for Salesforce implementation, including training and guidance documentation.
- Provide suitable and updated core communications that represent and communicate the strategic goals, planning and roll out of Salesforce for UNHCR.
- 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.
- Coordinate the evaluation, scope and delivery of new development requests for the unicorn package.
- Maintain high-level road map for further improvements to the unicorn package, define and scope detailed requirements from markets and deliverables, and prioritize them.
- Perform other related duties as required.

Minimum Qualifications
Education & Professional Work Experience
Years of Experience / Degree Level
For P3/NOC - 6 years relevant experience with Undergraduate degree; or 5 years relevant experience with Graduate degree; or 4 years relevant experience with Doctorate degree

Field(s) of Education
Business Management 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
Minimum 4 years of relevant working experience in private sector fundraising support function with proven exposure to, and a good understanding of supporting global fundraising programmes.
Experience with global business support and oversight processes, preferably in a UN organization.
Experience in business requirements gathering and project management for CRM system implementation projects, including functional knowledge of implementing Salesforce, and the non-profit success pack (NPSP) in an international fundraising organization.
Experience in collaborating with external system integrators and implementation consultants.
Proven ability to identify change management needs and to advise fundraisers on new business process opportunities.
Proven experience in business process analysis, mapping and development of process improvements.

Desirable
Excellent computer skills particularly with database management, as well as proficiency in Office365, SharePoint, PeopleSoft, Visio, BI tools, etc.
Demonstrated ability to work independently and to motivate others.
Demonstrated ability to take primary responsibility for projects and to complete them in a timely manner.
Experience with Enterprise Risk Management.

Functional Skills

FR-Private Sector Fund Raising (PSFR) techniques
FR-Fundraising
FR-PSFR Management of Private Sector Fundraising Investments in new markets
MG-Project Analysis/Development/Implementation/Management/Coordination
MG-Diplomacy
MS-Networking
MS-Drafting, Documentation, Data Presentation
UN-UN Systems and Processes
RM-Resource Management
MS-Analysis
CO-Strategic Communication
(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. C001L3 - Accountability Level 3
C002L3 - Teamwork & Collaboration Level 3
C003L3 - Communication Level 3
C004L3 - Commitment to Continuous Learning Level 3
C005L3 - Client & Result Orientation Level 3
C006L3 - Organizational Awareness Level 3
M001L3 - Empowering and Building Trust Level 3
M006L3 - Managing Resources Level 3
M003L3 - Judgement and Decision Making Level 3
M002L3 - Managing Performance Level 3
X003L3 - Technological Awareness Level 3
X005L3 - Planning and Organizing Level 3
X008L3 - Stakeholder Management Level 3

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 advertisements in the Add.4 March 2020 Compendium is Monday 24 August 2020 (midnight Geneva time).