Job description

Purpose
To assist in leading Salesforce operations pertaining to the Customer Relations Management (CRM), Commodity Accounting System (CAS) and Project and Monitoring System (PMS); This includes the provision of technical support to HQ, Field and Affiliate staff. To ensure CRM, CAS and PMS applications are in place for set up of new donors and projects, and assist in consolidating and generating CRM, CAS and PMS reports. This position will also require delivering systems maintenance and assisting with new/upgraded software system installations excluding those covered by our IT Contract.

Major responsibilities:

System operation:

• Oversees wireless connectivity issues between mobile devices and roaming servers in field operations, troubleshooting where necessary.
• Ensures correct functioning of CRM, CAS and PMS in beneficiary registration, enrolment, household updates and activities.
• Ensure Safety of data collected in field offices; maintain backups and encryption of data when required.
• Help administer system users.
• Support for staff and reports back to the COO on the state of country deployments.
• Work with software developers and partners in new systems development.
• Report technical failures, assist with problem-solving.
• Lead installations with system upgrades/new releases.
• Document technical shortfalls within the existing mobile product offering and with new version releases
• Prepare consolidated CRM, CAS and PMS reports and forward them to relevant departments.

Donor relations management (CRM)

• Planning and delivering Salesforce strategies across the organisation encouraging donor retention and donor loyalty.
• Deciding on the Salesforce platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the donor life cycle.
• Donor Journey Mapping analysing touch points with the organisation and maximising opportunities.
• Working closely with all departments to ensure the Salesforce works effectively for all aspects of the organisation. 
• Overseeing direct communications with donors through clearly-defined donor managers on Salesforce.
• Monitor and maximise donor lifetime value strategies ensuring an effective donor life cycle.
• Ensuring the database is segmented effectively for analysing and driving targeted marketing activities.
• Overseeing the migration of all direct communications through the Salesforce platform to relevant and specified target groups / relevant donors.
• Developing testing strategies for all aspects of donor management to ensure the most effective approach for the organisation.

Documentation and reporting

• Support in preparation of reports and ensure timely submission to JAM office’s and other stakeholders.
• Maintain a neat, organised and chronological filing system, ensuring that soft copies (google drive) of the recommended reports are available and easy to access at any required time.
• Update files to ensure that the soft copy and files are up to date for easy accessibility on a monthly basis.
• Make frequent on-line connections with Country Offices to assist in CRM, CAS and PMS documentation and accountability.
• Ensure real-time monitoring and appropriate data storage so that programming and donor relations data is readily available at all times
• Audit monthly inputs and outputs of data in and out of the Salesforce system for CRM, CAS and PMS, reporting to line Manager for an initial monthly report to ExCo.

Coordination and collaboration

• Work closely with relevant staff in aspects of technology readiness and rollout, in addition to providing feedback to, and receiving technical instructions from Advancement on upgrades, maintenance and new developments
• Participate in a forum of IT support staff for CRM, CAS and PMS for sharing common experiences and troubleshooting technical challenge

Systems development

• Reviewing current systems and applications
• Presenting ideas for system improvements, including cost proposals
• Working closely with analysts, designers and staff
• Producing detailed specifications and writing program codes
• Testing the product in controlled, real situations before going live.
• Develop process flows and user guide/training manual (physical and virtual) for all users.
•  Maintaining the systems once it is up and running.

Capacity development

• Leads capacity development of staff and affiliates to ensure adequate CRM, CAS and PMS coverage.
• Support the organisation to provide training for other staff.

Other competencies/attributes:

• Understanding of the Windows Mobile Platform desirable.
• Strong analytical, problem-solving and organisational skills with attention to detail
• Ability to work independently
• Exposure to mobile hardware technologies desirable.
• Ability to learn new software systems and running rudimentary system upgrades

Requirements

Qualifications: Education/knowledge/technical skills and experience

The following may be acquired through a combination of formal or self-education, prior experience or on-the-job training:

• Minimum of bachelor’s degree in computer science or IT or any other related course from a recognised university or equivalent relative experience.
• Solid background in the Windows Operating System ie MCSE.

All interested candidates to please complete the PI by clicking on the link below
https://assess.predictiveindex.com/okz81

Posted on 16 Mar 16:35