Background

Médecins sans frontières (MSF) or Doctors Without Borders, is an international humanitarian-aid non-governmental organization (NGO) and Nobel Peace Prize laureate, best known for its projects in war-torn regions and developing countries facing endemic diseases.

Role Context

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.

Responsibilities & Duties

• 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.
• 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.
• 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 & Requirements

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.

• 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.
• 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.
• 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.

• CRM administration
• System development
• Data management
• Data analysis
• Digital fundraising
• Digital marketing
• E-commerce
• Customer/donor relationship management
• CRM and marketing automation platforms (Salesforce Marketing Cloud, Microsoft Dynamics 365, HubSpot, Mailchimp, Brevo, Active Campaign or similar)
• CRM integrations
• Report building
• Dashboard creation
• Segmentation
• Campaign performance analysis
• Donor/customer behavior analysis
• Project coordination
• Requirements gathering
• Testing
• Delivery
• Power BI, Tableau or equivalent business intelligence tools
• Statistical analysis
• Machine learning or predictive analytics (asset)
• Donor lifecycle management
• Retention strategies
• Reactivation strategies
• Upgrade strategies
• Lifetime value analysis
• API-based integrations
• Data migration
• Data cleansing
• System implementation
• Digital analytics tools (Google Analytics/GA4)
• Campaign tracking/attribution
• Payment and online donation platforms
• Cross-team collaboration
• Intercultural communication
• Fundraising
• Non-profit/humanitarian sector experience

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