Assistant CRM Officer (Salesforce Platform)

Title: Assistant CRM Officer (Salesforce Platform)
Duty station: Copenhagen, Denmark
Section/Unit: Digital Service, Division of External Relations
ICA Level: LICA-8
Corresponding level: NO-A
Duration: from ASAP to 31/12/2024, with possibility of extension

1. General Background

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 DES 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 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 Engagement Section. 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. Purpose and Scope of Assignment

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
• 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. Monitoring and Progress Controls

• 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.

4. Qualifications and Experience

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.
– Practical experience with process mapping programmes.
– Not-for-profit fundraising support, sales cycle, and opportunity management experience.
– Customer relations and customer care experience.
– Proven project management experience.

c. Key Competencies

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

Desired:
– 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.
– 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.
– Basic knowledge of Salesforce developer principles.

d. Language

– Fluency in English
– Second UN language is desirable

5. Travel
– Some international travel may be required.

Eligibility
This position is open to applications from internal and external candidates provided that requirements regarding professional experience, academic qualifications, language, etc. are fulfilled.
Your application will NOT be considered if the online application form is not duly filled.

The candidates have to be legally present and have the right to work in the country of duty station. For non-EU citizens, HR requests the confirmation of the residence and/or work permit for Denmark at the stage of the short-listing of candidates for further assessment.

Additional Information

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).
All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

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.

Shortlisted candidates might be required to sit for a written test. Only shortlisted candidates will be notified. No late applications will be accepted.