Digital Learning Manager

Founded in 1933 at the request of Albert Einstein, the International Rescue Committee (IRC) responds to the world’s worst humanitarian crises by providing lifesaving care and life-changing assistance to refugees made to flee from war or disaster. At work today in over 40 countries and 28 U.S. cities, serving over 20 million people, the IRC leads the way from harm to home.

This position will sit within the Marketing Technology department, managed in partnership with External Relations. Marketing Technology is responsible for the supporter management platforms (CRM, website, email marketing, donation platforms…) that power the External Relations department. Comprised of Private fundraising, Communications and Advocacy, the External Relations department is at the beginning stages of creating a new radical and ambitious strategy that will enhance IRC’s ability to ‘punch above its weight’ in private income, advocacy, and brand awareness, enabling the organization to have the resources needed to continue serving over 20 million people worldwide, shape the humanitarian sector by influencing key policies and reforms and build and grow IRC’s reputation.

IRC-UK

Our European headquarters, IRC-UK, were established in London in 1997 to support the organisation’s global activities and particularly to diversify its donor base and be able to better advocate with European policymakers on behalf of the people we serve. Since its establishment IRC-UK has grown rapidly and is now acknowledged for its high-quality project management, technical expertise in governance and rights and economic recovery, and innovative thinking on early recovery and gender-based violence. IRC-UK comprises approximately 100 staff across five departments.

Job Overview / Summary (What and Why):

We have an exciting opportunity for a Digital Learning Manager to join a brand-new team to support the IRC through its digital transformation. That team will also comprise a Project Manager, Business Analyst and a Data Quality Manager and will collectively be responsible for maintaining institutional knowledge about Marketing Technology’s business operations and feeding it into its marketing technology strategy, planning and project delivery.

You will be responsible for defining and managing an eLearning training and engagement plan across the organization to help our global user base optimize their Technology usage. Your scope will cover both business-as-usual operations and change management related to new technology implementations. Primary responsibilities include research, planning, requirements gathering, meeting facilitation, and the development and delivery of training materials and communications across all Marketing Technology platforms. Your efforts will directly drive user adoption of technology, business terminologies, processes, and best practices. Ultimately, you will have direct impact on end users’ success and be the key enabler of platform adoption culture.

Major Responsibilities:

• Gain in-depth understanding of core business processes, functionalities, and terminologies supporting end-users

• Support process, data, and functional documentation

• Create a self-service learning culture, providing the tools and communications to encourage best practices, efficiencies, and change management

• Create, and regularly review and maintain self-directed eLearning tutorials and knowledge base documentation, as well as the team’s intranet informational page

• Prepare meeting agendas, minutes and presentations

• Create a positive, professional, and open learning environment that promotes engaged audience

• Collaborate with users from all business units to learn and shadow as needed, and to identify challenges; propose training plans and develop new training material to increase efficiency

• Proactively stay up to date with platform functionality and business processes/protocols as relevant to your user audience, including Salesforce, Blackthorn, Pardot, and integrated systems

• Engage internal colleagues to keep the team informed about end users’ challenges and participate in execution of change management processes.

• Back up for other functions in the team, and participate in special projects as needed

Key Working Relationships:

Position Reports to: Director, Marketing Technology

Other Internal and/or external contacts:

Internal: Close collaboration with colleagues in Europe and the US working in the areas of CRM, digital technology, and analytics across External Relations and IT teams.

External: Collaboration with the external vendors

Job Qualifications:

Education:

Minimum: Bachelor’s Degree in Information Technology, Training, or equivalent experience

Work Experience:

Minimum:

• 3+ years of experience in training technology end users; including audience analysis, curriculum design, online training content development and delivery end user community management

• Experience in developing guides for best business practices

• Passion for learning and knowledge sharing with an aptitude for speaking to both technical and business audiences, for teaching and explaining advance concepts and complexities of functionalities and processes

• Proficient at developing and executing learning programs and reports that improve user experience

• Exceptional written and oral communication and presentation skills in both business and technical areas

• Excellent analytical and critical thinking skills – ability to grasp key concepts and connections from complex details

• Strong planning and prioritization skills

• Advanced MS Office Suite including Teams, Excel, Word and Power Point

• Demonstrated ability to work in a complex organization and a cross-functional team environment

• Experience with Salesforce.com/NPSP

• Demonstrated ability to maintain positive, collaborative, productive relationships with diverse key stakeholders

• Passion for and commitment to the IRC’s mission

• Language skills: English (fluent)

Preferred:

• Experience in fundraising/development/sales, operations, data management a plus

• Proficient with eLearning and video recording tools

• Experience in system documentation and/or business process documentation

• Non-profit and international humanitarian aid experience a plus

• Demonstrated ability to lead project team members in line with the goals of the individual project; encourage and facilitate collaboration and results orientation amongst the team

• Experience with project management and documentation software

Working Environment:

A collegiate environment working collaboratively across External Relations and broader IRC. Strong sense of transparency and accountability to ensure we are doing right by our beneficiaries and donors, exemplifying the IRC Way.

• The post holder will be required to travel to 3-5 times per year for in-person time with team and learning development opportunities.

• Based in the UK with opportunities for flexibility working arrangements.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC-UK strives to be an equal opportunities employer. IRC-UK is committed to equality of opportunity and to non-discrimination for all job applicants and employees, and we seek to ensure we achieve diversity in our workforce regardless of gender, race, religious beliefs, nationality, ethnic/national origin, sexual orientation, age, marital status or disability.

COVID-19 Vaccination Requirement: In accordance with IRC’s duty to provide and maintain a workplace that is free of known hazards and our commitment to safeguard the health of our employees, clients, and communities, IRC requires new hires to furnish proof of vaccination against COVID-19 in order to be considered for any in-office or hybrid positions. All IRC US offices require full vaccination to attend any in-office functions (e.g., meetings, trainings).

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.