CRM specialist

Make your next job one with purpose

Do you believe in a world where everyone has a safe place to call home?

Do you thrive in engaging donors, building meaningful relationships, and crafting campaigns that inspire lasting support?

Switzerland for UNHCR (CH4U), the Swiss Foundation supporting the UN Refugee Agency, is looking for a committed CRM Specialist to help us grow and sustain our data systems. This position is in the Individual Giving (IG) department. IG develops fundraising activities with the general public in Switzerland and Liechtenstein, acquires new donors, retains and develops existing ones, reactivates inactive ones through multichannel marketing campaigns, and provides quality donor care.

The department also oversees the development and implementation of marketing technologies to optimize campaign performance, enhance donor engagement, and support the fundraising needs of the Foundation. This includes leveraging Customer Relationship Management (CRM) systems for donor data management, marketing automation tools for personalized and timely communications, data analytics platforms to measure and improve campaign effectiveness, and digital advertising technologies to reach new audiences.

We are not just another nonprofit. We are part of a global humanitarian movement, working every day to support people forced to flee war, conflict, and persecution. And we need passionate people like you to expand our impact.

The Overall Purpose and contribution of the position is to manage the CRM and technology platforms, CRM administration, developments and integrations (CRM imports, API, etc) in close collaboration with the business analyst specialist in charge of the warehouse and BI tools.

The CRM specialist manages the maintenance and further development of our data architecture set up. He / She will be the focal point for overall CRM requests from colleagues.

He / she will work closely with the CH4U Management team, the Global UNHCR unicorn specialists, the solution providers as well as subject matter experts within CH4U to deliver best in class CRM technology according to business requirements and processes.

The role requires collaboration with multiple teams within the Foundation and national and international offices of UNHCR, as well as external providers.

As our new CRM specialist, you will :

• Act as product owner for our Salesforce solution : CRM Administration, troubleshooting and technical support for the Salesforce database. Manage risks and issues
• Oversee and ensure seamless data integration / migration from other systems
• In charge of the management and evolution of CRM and technology platforms (including upgrades and new products), ensuring its efficient evolution over time to solve business problems in accordance with CH4U governance board
• Manage the relationship with the CRM technology partners, UNHCR Global and regional technical teams, peer to peer National Associations and local partners
• Oversee the technical development of data quality within the CRM, reconciliation and deduplication
• Deliver data management and support journey developments (technical aspects) in marketing automation systems
• Oversee the smooth management of all payment processes.
• Participate to the optimization of CH4U IT systems by progressively upgrading data and payment management systems and processes to the most cost effective and qualitative solutions
• Instill a culture of data best practices and ensure high standard of donor data protection within Sales Force
• Share best practice and lead colleagues in the adequate use of Sales Force. Train new and existing users on the use of CRM and operational reporting tools
• Ensure proper documentation of Sales Force processes, configurations, integrations and training guides as needed
• Stay current on all release notes and communicate any new features or changes to the team

• 3-5 years' relevant experience including several at similar level
• Experience and understanding of the humanitarian, development and sustainability sectors
• Held one or more data management positions in fundraising / Marketing, ideally for a nonprofit organization, with a minimum of 3 years total experience
• Experience creating documentation for requirements, design, test, and training (as part of further developing our CRM systems with our vendor) an asset
• Demonstrated experience in developing, implementing, and coordinating complex business processes
• Experience of defining specifications / interface documents for controlling data supply between systems and agencies
• SQL skills and experience building queries to select marketing data is considered an asset;
  External support can be made available for the candidate to grow in this area

• Work for a cause that truly matters
• Collaborate with a motivated, supportive and mission-driven team
• Be part of an agile and growing Foundation
• Get exposure to international humanitarian operations
• Enjoy a flexible and hybrid work environment

Ready to bring your talent to a…