Spécialiste CRM, systèmes et données

MSF Eastern Africa is looking for a CRM, Systems and Data Specialist

Do your skills and experience not precisely match the requirements? At MSF EA, we strive to create a safe, diverse and inclusive workplace, recognizing the need to increase access to professional opportunities for historically underrepresented groups. If you're interested in this position but your experience doesn't align perfectly with the selection criteria, we encourage you to apply anyway. You might be the ideal candidate for this or other positions.

Firmly committed to safeguarding patients, community members, staff, and all those in contact with the organization from all forms of abuse, including sexual exploitation, abuse, and harassment (SEAH), we will take all necessary steps, through rigorous vetting processes, to ensure that confirmed perpetrators of abuse do not join the organization.

For this position, contact level with patients and children is categorized as Low risk and will be monitored with this in regard.

Introduction

Médecins Sans Frontières/Doctors Without Borders (MSF) is an international independent medical humanitarian organisation that provides assistance to people affected by conflicts, epidemics, and natural or human-made disasters and excluded from healthcare. We provide this assistance without discrimination, irrespective of race, religion, creed or political affiliation.

About MSF Eastern Africa

MSF Eastern Africa is the regional institutional office of MSF. It focuses on representation and networking, recruiting and supporting staff from the region, communications and fundraising, as well as working on other dossiers of importance to MSF such as Diversity, Equity and Inclusion (DEI), Data Protection, mutualization, training, medical operational support and environmental health.

Rationale/Objective for Position

The CRM, Systems and Data Specialist is responsible for leading the effective management, development and continuous improvement of MSF Eastern Africa's CRM and fundraising systems, ensuring they are fit for purpose, integrated, secure, scalable and capable of supporting the section's fundraising strategy and growth.

This position will be hierarchically and functionally accountable to the Head of Fundraising.

Tasks & Responsibilities

CRM System Administration and Ownership

• Act as the primary administrator and internal focal point for MSF Eastern Africa's CRM and connected fundraising systems.
• Maintain a clear overview of the CRM architecture, fundraising systems, integrations and data flows, ensuring these are documented and regularly updated.
• Manage day-to-day CRM administration, including user access, permissions, configuration and troubleshooting.
• Identify the root causes of system errors and coordinate sustainable solutions with ICT, internal users and external suppliers.
• Serve as the first point of contact for CRM-related queries and support for fundraising and relevant communications users.
• Maintain comprehensive and accessible system documentation, including configurations, integrations, processes, workflows and troubleshooting procedures.
• Ensure appropriate business continuity arrangements for critical fundraising systems.

Data Processing, Quality and Protection

• Ensure effective and accurate processing of donor data, including data imports, updates, transactions, extracts, reconciliations and data transfers between systems.
• Work closely with Finance to support accurate donor income consolidation, reconciliation and reporting processes.
• Oversee data flows between the CRM and relevant systems, including online donation/payment platforms, finance systems, marketing automation, website, telemarketing and other data sources.
• Maintain high standards of data quality through data cleansing, validation, automation, quality controls and regular reviews.
• Identify and resolve data quality issues and implement sustainable preventative measures.
• Ensure donor data is processed in compliance with applicable data protection requirements and MSF policies.
• Work with relevant colleagues to strengthen data protection processes, data retention, access controls and responsible use of donor information.

CRM Development, Integrations and Continuous Improvement

• Lead or coordinate CRM development initiatives in collaboration with ICT, Fundraising, Communications and external suppliers.
• Identify system and process gaps proactively and propose improvements that strengthen fundraising efficiency, donor experience and data quality.
• Manage CRM development projects, including integration, workflow and process development, segmentation, reporting and automation.
• Develop and maintain a prioritized CRM development backlog in consultation with the Head of Fundraising and relevant stakeholders.
• Translate fundraising and communications requirements into clear technical specifications and business requirements for ICT and suppliers.
• Coordinate user acceptance testing, frontline testing, issue resolution and implementation of system changes.
• Monitor new CRM, fundraising technology and digital developments and assess their relevance to MSF Eastern Africa.
• Support the Head of Fundraising and Director of Communications & Fundraising in decisions relating to CRM development, system investment and prioritization.

CRM Selection and Fundraising Technology

• Work closely with ICT, Fundraising and Communications to assess, identify and implement a CRM solution that is fit for MSF Eastern Africa's current and future fundraising needs.
• Support the Head of Fundraising and Director of Communications & Fundraising in defining the business requirements, functionality and technical specifications for the section's CRM.
• Assess how the CRM will integrate with digital fundraising, payment platforms, finance, communications, marketing automation, website and other relevant systems.
• Coordinate with ICT to ensure that the selected solution meets MSF EA requirements for security, scalability, interoperability, data protection and business continuity.
• Support vendor assessment, requirements gathering, demonstrations, testing, implementation and transition to ensure the selected CRM delivers value for the Fundraising Department.
• Ensure the CRM roadmap remains aligned with the section's fundraising strategy and future growth requirements.

Donor Data, Analytics and Insight

• Analyse donor, campaign, channel and digital data to identify trends, segments, opportunities and risks.
• Develop dashboards and reports covering income, acquisition, conversion, retention, attrition, reactivation, upgrade, average gift and donor lifetime value.
• Provide regular and ad-hoc analysis to support fundraising strategy, campaign planning, forecasting and decision-making.
• Develop donor segmentation and profiling approaches to improve targeting, personalisation and donor value.
• Support A/B testing and campaign optimisation through data analysis.
• Translate complex data into clear, actionable recommendations for fundraising and communications teams.

Marketing Automation, Digital Fundraising and Donor Journeys

• Support the digital fundraising specialist in designing, building, testing and optimising automated email flows and multi-channel donor journeys covering acquisition, welcome, onboarding, conversion, retention, reactivation and upgrade.
• Work closely with the fundraising team to implement segmentation and personalisation across automated communications.
• Work closely with the Digital Fundraising Specialist and fundraising team to align donor journeys with acquisition and retention strategies.
• Support implementation and optimisation of digital fundraising platforms and donation/payment solutions.
• Ensure fundraising landing pages, forms, payment journeys, tracking and CRM integration function effectively.
• Support campaign tracking, attribution, tagging and data capture across digital fundraising channels.
• Identify opportunities to improve the end-to-end donor experience through better systems, data flows and automation.

Enabling Fundraising Excellence and Capacity Building

• Enable the Fundraising Department to effectively use the CRM and related systems to achieve fundraising and donor management objectives.
• Work closely with the Digital Fundraising Specialist and the other fundraising teams to leverage donor insights and improve segmentation, targeting, retention and fundraising performance.
• Build the capacity of fundraising users through onboarding, training, user guidance and development of CRM training materials.
• Develop and maintain user resources, SOPs, FAQs and other support materials to improve adoption and reduce unnecessary system support requests.
• Promote best practices and efficient ways of working across the Fundraising team.
• Identify opportunities to automate manual processes and improve fundraising team efficiency.
• Support the adoption of data-driven decision-making across Fundraising.

Supplier and Stakeholder Management

• Maintain a professional and constructive relationship with CRM, technology, digital and data suppliers.
• Act as a key technical/business focal point with suppliers, coordinating requirements, development priorities, testing, troubleshooting and delivery.
• Support the Head of Fundraising with supplier management, budgeting, planning and performance monitoring related to CRM and fundraising systems.
• Work closely with ICT to ensure appropriate technical governance and integration of fundraising systems within the wider MSF EA technology environment.
• Collaborate closely with Communications, Fundraising, Finance and other relevant departments to ensure systems meet cross-functional requirements.
• Participate in relevant MSF systems communities of practice and share learning and best practices with other MSF offices.

Reporting, Forecasting and Performance

• Develop regular CRM and fundraising performance reports for the Head of Fundraising and wider team.
• Support income modelling, forecasting, reforecasting and budget monitoring using reliable fundraising data.
• Provide monthly and quarterly reporting on donor acquisition, retention, attrition, campaign performance and donor value.
• Respond to national and movement-wide fundraising reporting requirements and data requests.
• Provide evidence-based recommendations for planning and performance reviews.

OTHER RESPONSIBILITIES

• Integrate EDI & Safeguarding aspects in area of work responsibility, including policies and practices.
• Recognize, respond, and document any form of abuse or inappropriate behaviour and alert the safeguarding unit of any suspected potential abuse.
• Proactively participate in the individual performance management process including objective setting, performance monitoring and performance evaluation.
• Embed duty of care principles into all initiatives, CRM administration, and staff relations.

Qualifications

Education

• Bachelor's degree in data science, statistics, information systems, computer science, marketing, business administration or a related field.

Experience

• At least 3-5 years' professional experience in CRM administration, development, data management, analytics, or a related systems role.
• Demonstrated experience in a digital environment, including digital fundraising, digital marketing, e-commerce or customer/donor relationship management.
• Hands-on experience with CRM and marketing automation platforms such as Salesforce Marketing Cloud, Microsoft Dynamics 365, HubSpot, Mailchimp, Brevo, Active Campaign or similar.
• Experience managing CRM integrations with websites, donation/payment platforms, email/marketing automation and other digital systems.
• Experience building reports and dashboards from CRM and fundraising data.
• Strong experience in data analysis, segmentation, campaign performance analysis and donor/customer behavior analysis.
• Experience coordinating system or digital development projects with external suppliers and internal stakeholders, including requirements gathering, testing and delivery.
• Experience with Power BI, Tableau or equivalent business intelligence tools.
• Experience with statistical analysis; machine learning or predictive analytics is an asset.
• Experience with donor lifecycle management, retention, reactivation, upgrade and lifetime value analysis.
• Experience with API-based integrations, data migration, data cleansing and system implementation.
• Experience with digital analytics tools such as Google Analytics/GA4 and campaign tracking/attribution.
• Experience supporting payment and online donation platforms.
• Experience working across multiple teams, countries or culturally diverse environments.
• Experience in fundraising or the non-profit/humanitarian sector.

Competencies

• Technical Competencies
  • Strong understanding of data quality, data governance, privacy, data protection and information security principles.
  • Ability to translate technical/data issues into clear business implications and actionable recommendations.
  • Strong analytical thinking, attention to detail and problem-solving skills.
• Behavioural/General Competencies
  • Commitment to MSF principles
  • Analytical Thinking
  • Planning and Organizing
  • Results and Quality Orientation
  • Teamwork and Cooperation
  • Initiative and Innovation
  • Networking and Building Relationships
  • Service Orientation
  • Ethics: High ethical standards and a commitment to protecting the data of individuals and furthering MSF mandate.

Conditions and Benefits:

• Job Location: MSF Eastern Africa office in Nairobi (Kenya).
• Contract: 1-year renewable full-time contract.
• Start date: As Soon As Possible.
• Salary: An annual salary of EUR 27,145 at HQ Grade 8 based on a full-time appointment with an annual increment of 2% every year up to a maximum of 10 years.
• Work-life balance financial benefit; ranging between EUR 620 to 1,159/month based on individual & administrative status. This amount may be used to cover accommodation and utilities, transportation, etc.
• Other benefits include;
  • Annual Leave: 25 days of annual leave per year.
  • Other Holidays: sick leave, circumstantial leave, maternity leave (21 weeks), paternity leave (4 weeks), own affairs days off, etc.
  • Employer Pension contribution: 10% of basic salary:
  • International insurance for both medical and disability**.**
  • Relocation support; based on MSF EA terms/conditions.
  • Work-life balance: Daily flexi-hours and 2 days working from home possible.
  • School fees benefits: for eligible dependents, based on individual & administrative status.
  • Diverse team composition; Collaborate with a global network of talented professionals, bringing diverse perspectives and expertise from around the world.
  • Career Development: MSF provides many learning resources (online learning resources, regular trainings – including language, Peer to peer learning.
  • Mobility: You will have opportunities to travel abroad for work, meetings, trainings and workshops; giving you a chance to experience different cultures and broaden your professional network.
  • Annual home leave ticket: To be taken once every year for both staff and eligible dependents back to their home country for vacation. Only applicable to non-Kenyans and based on individual & administrative status.