Country: Switzerland
Closing date: 16 Feb 2016
Background
The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world's largest humanitarian organization, with 190 member National Societies. As part of the International Red Cross and Red Crescent Movement, our work is guided by seven fundamental principles; humanity, impartiality, neutrality, independence, voluntary service, unity and universality.
Organizational Context
The International Federation of Red Cross and Red Crescent Societies (IFRC or “the Federation”) is the world’s largest volunteer-based humanitarian network. The Federation is a membership organisation established by and comprised of its member National Red Cross and Red Crescent Societies. Along with National Societies and the International Committee of the Red Cross (ICRC), the Federation is part of the International Red Cross and Red Crescent Movement. The overall aim of the IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by National Societies with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.” It works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises. The Federation is served by a Secretariat based in Geneva, with regional and country offices throughout the world. The Secretariat is led by the IFRC Secretary General and provides the central capacity of the International Federation to serve, connect, and represent National Societies. The Secretariat’s focus includes providing support to the IFRC governance mechanisms; setting norms and standards; providing guidance; ensuring consistency, coordination, and accountability for performance; knowledge sharing; promoting collaboration within and respect for the RCRC Movement; and expanding engagement with partners. The Secretariat’s headquarters is organized in three main business groups: (i) Partnerships, including Movement and Membership; (ii) Programmes and Operations; and (iii) Management Services. The Partnership Division is in turn organised in three Departments, each of them led by a Director, of which Partnerships and Resource Development Department (PRD) is one. PRD consists of four teams and one is Business Development. The Senior Officer serves as a member of the PRD Senior Management Team and as a member of the Global PRD Team.
Job Purpose
To serve as the one Secretariat Project Manager leading the development and integration of IFRC’s Customer Relationship Management (CRM) system and ensuring its effective use in the pursuit of organisational partnerships and resource development objectives globally.
Job Duties and Responsibilities
Implement CRM Project Management
- Lead the implementation of the CRM roll-out and develop and disseminate standard operating procedures and guidelines to ensure the effective use of the CRM system, including a system of key performance indicators (KPIs) for the use of CRM by licensed individual users and teams. Monitor and report on these KPIs and provide regular feedback to senior management containing suggestions on communication, training and intervention when and where required.
- Generate timely management reports, ensure access to accurate and high quality information and reports on the work and performance of the Global PRD Team, leading to improved knowledge, decision-making and strategic oversight.
- Develop and maintain knowledge of practices and approaches in the handling of partner accounts and annual plans through the CRM platform and share the knowledge with others in order to enhance operational effectiveness.
- Engage and communicate with application users across the organisation to ensure accessibility and timely quality support services to use the CRM system to benefit their work.
Manage CRM Systems Development
- Quality: lead processes to convert user requirements and priorities to inform system improvements and development. Coordinate functional testing and ensure newly released developments/configurations are fit for purpose, properly documented and communicated.
- Development: lead PRD collaboration with the ISD Department to maintain effective CRM applications, support the delivery of new functionalities and configuration changes. Engage with external application suppliers and third parties to ensure a high quality of service from them in supporting their products.
- Maintenance: critically analyse and monitor throughout the development/implementation life-cycle. Ensure that all business requirements are appropriately documented, tested and integrated. Ensure that CRM project respects the approved IFRC system architectural requirements. Communicate system changes and their impact.
Ensure Income Data Management
- Quality: Co-ordinate with Finance and PMER to ensure to ensure consistent performance and data quality and to align CRM with other IFRC data management systems. Ensure the effective import of externally processed data on IFRC donors and donations.
- Planning: Proactively input to the annual planning cycle, working with teams to develop and implement templates and guidance that align with the corporate planning frameworks, including monitoring and analysis of the Global PRD Team financial KPIs.
- Reporting: Provide monthly and quarterly reporting and analysis of financial data, including income and expenditure levels, funding gaps, hard and soft pledges, quality of pledges, earmarking, trends and opportunities per theme, income sources, etc.
- Monitoring: Consolidate funding information, developing IFRC income trend analysis and projections and supporting external benchmarking initiatives; create future scenarios & projections.
Education
Required:
University degree in relevant field.
Preferred:
MBA or other relevant post-graduate degree.
Experience
All required:
Minimum 10 years of experience in CRM project management and delivery of large enterprise systems.
Extensive CRM database development and management experience within a partnership or resource development setting.
Knowledge and experience with Microsoft Dynamics and CRM.
Understanding of IFRC partnership and resource development objectives and results indicators.
Experience in research, trend analysis, planning, monitoring and reporting processes.
Experience in building and maintaining productive relationships with multiple and diverse stakeholder groups in a large organization.
Experience identifying and articulating strategic issues, risks and priorities to provide sound advice to senior management.
Knowledge, skills and languages
All required:
Results oriented individual, entrepreneurial, proven ability to translate strategy into action.
Exemplary analytical, conceptual, strategic thinking, planning and problem solving skills.
Outstanding networking, communication and coordination skills. An ability to be proactive and persuasive.
Track record in producing high quality work within short deadlines and ability to make effective, timely decisions.
High degree of discretion, tact and sensitivity in dealing with internal and external clients and stakeholders at all levels.
Ability to work within a multi-cultural, multilingual, multidisciplinary environment.
Fluency in Microsoft office tools.
Fluently spoken and written English.
Good command of another IFRC official language (French, Spanish, Arabic).
Competencies and values
Values : Respect for Diversity, Integrity, Professionalism, Accountability
Core Competencies : Communication, Collaboration & Teamwork, Judgement & Decision Making, National Society & Cusstomer Relations, Creativity & Innovation, Building Trust,
Managerial Competencies : Managing Staff Performance, Managing Staff Development
Functional Competencies : Strategic Orientation, Building Alliances, Leadership, Empowering Others Comments
The Federation is an equal opportunity employer.
How to apply:
Please apply on the organisation's website: http://www.ifrc.org/en/who-we-are/working-with-us/current-vacancies/job-description/?id=2604