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CONSULTANCY TERMS OF REFERENCE UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance and emergency assistance. UNRWA is funded almost entirely by voluntary contributions.Consultancy – Salesforce Database Manager, HQ Amman, Jordan BACKGROUNDWith a total budget over $1.3 billion, UNRWA’s services encompass education, health care, social assistance, protection, micro-finance and emergency relief. As UNRWA is funded almost entirely by voluntary contributions, it has created a Private Partnerships Division to assist in diversifying its income base amongst the private sector.As the agency wishes to effectively manage its private donor income, it is important that it has a position in place to manage and administer UNRWA’s Salesforce CRM database. The Consultant will sit within the Partnerships Division at UNRWA and will directly report to the Chief of Partnerships. DESCRIPTION OF DUTIES AND RESPONSIBILITIESThe Salesforce Database Manager would be responsible for providing the expertise to support an integrated data strategy across the Partnerships Division, advising on and sharing best practice, providing critical data analysis for donor engagement, and developing and implementing a programme of training to support all Salesforce users. The Salesforce Database Manager will be responsible for the day to day administration and management of UNRWA’s Salesforce database, and will be responsible for advising fundraisers on how to ensure data quality and put in place tools that will assist with data quality. The incumbent will:Manage and administer UNRWA’s Salesforce database including new user setup and existing user security and settings management; object and field creation and edits; and page layouts and design;Manage relationships with external suppliers (including web, email and payment providers) and internal stakeholders including the Information Management Services Division (IMSD) to inform the data strategy and database development and secure the smooth delivery of database services through Salesforce;Identify opportunities for using insight and data within Salesforce more effectively to improve database marketing for Individual Giving programme;Keep up to date with current Salesforce developments and consider if they can be applied to UNRWA;Be responsible for data selections for fundraising activity to support increased income generation and supporter retention, ensuring data selections are planned and organized effectively across fundraising; Advise fundraisers on selecting data and undertake data selections. Work with fundraisers to support the development of long term sustainable supporter journey planning; Lead on data analysis and in developing and implementing reporting tools, produce regular management information and campaign evaluation data;Be responsible for the technical maintenance of Salesforce, liaising with external suppliers as necessary;Ensure that data and income are reconciled between Salesforce and UNRWA’s Contribution and Finance records;Manage the import and export of data to and from external suppliers including web, email and payment providers; Provide expertise on Data Protection legislation and ensure compliance with legislation and best practice. Raise the profile of data protection issues regularly;Audit the database regularly to ensure data is clean, accurate and that staff are following procedures for data entry and management;Develop and deliver comprehensive induction and ongoing training and associated ‘How to’ documentation for Salesforce users at UNRWA.ESSENTIAL QUALIFICATIONS AND EXPERIENCEUniversity degree in information technologies, business administration or similar is strongly preferredCertified Salesforce Administrator requiredMinimum four years of experience configuring, testing, documenting and supporting the Salesforce CRMThorough understanding of Customer Relationship Management (CRM) systems, and Salesforce in particularThorough understanding of fundraising systems integration including payment gateways, email platforms Strong knowledge of Microsoft Office 365Proven experience in a global fundraising environment working with donors and suppliersStrong/proven problem solving skills across multi-disciplinary skill sets and ability to function in a start-up environmentStrong ability to effectively prioritize competing requestsCOMPETENCIES Client Orientation: Consider all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; Identifies clients’ needs and matches them to appropriate solutions; Keeps clients informed of progress or setbacks in projects; Meets timeline for delivery of product or services to client;Professionalism: Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations;Proven ability to conceptualize, plan and execute ideas, as well as impart knowledge and teach skills. Communications: Effectively presents thoughts and ideas, including complex technical concepts, in a clear, concise, and readily understood manner, both verbally and in writing. Listens to and acknowledges others’ perspectives and viewsCreativity: Actively seeks to improve programmes or services; thinks “outside the box”; Takes an interest in new ideas and new ways of doing things; Is not bound by current thinking or traditional approaches;Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts; joint responsibility for team shortcomings;Proven track record of successfully working autonomously, while enjoying the opportunity to work on a team-based tasks and projects;Accountability: Takes ownership for all responsibilities and honors commitments; Delivers outputs for which one ha responsibility within prescribed time, cost and quality standards; Operates in compliance with organizational regulations and rules; Takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.DESIRABLE QUALIFICATIONSCertified Salesforce Developer and/or Certified Salesforce Sales Cloud Consultant preferredCONDITIONS OF SERVICEThe duration of the consultancy is 11 months, based in Amman (negotiable): Remuneration will be based on an annual P2 ICSC salary and will depend on the qualifications of the successful applicant.APPLICATION PROCESSApplicants should submit a cover letter and CV or UN Personal History Form demonstrating clearly the knowledge and experience required to meet the consultancy requirements via consultancy@, clearly indicating the title of this consultancy “Salesforce Database Manager” in the subject line of the message. The deadline for submitting applications will be after 4 July 2017. Late applications will not be accepted.UNRWA is an equal opportunity employer and welcomes applications from both women and men. UNRWA encourages applications from qualified and experienced female candidates. Only those applicants short-listed for interview will be contacted. UNRWA is a non-smoking environment. 6 June 2017 ................
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