Job Information
International Rescue Committee Head of CRM and Donor Service in Stockholm, Sweden
Requisition ID: req56178
Job Title: Head of CRM and Donor Service
Employment Category: Permanent (6 months’ probation period)
Employment Type: Full-Time (40 hours/week)
Location: Stockholm, Sweden
Work Arrangement:Hybrid
Chef för CRM och givarservice
Är du en fena på CRM och datahantering? Har du erfarenhet av att leverera service till givare eller kunder? Vill du bygga ett team och bidra till vår starkt växande insamling och vårt arbete för människor som drabbats av konflikter och kriser?
Då är du kanske vår nya Chef för CRM och givarservice på RESCUE!
International Rescue Committee (RESCUE) grundades 1933 på initiativ av Albert Einstein och är idag en internationell humanitär organisation med verksamhet i över 40 länder världen över. I slutet av 2019 öppnade RESCUE kontor i Stockholm med målet att skapa engagemang och öka kunskapen i Sverige om humanitära kriser och hur det drabbar människor samt samla in medel från allmänheten. Vi är för närvarande 18 anställda på vårt kontor nära Gullmarsplan i Stockholm och har flera Face to Face insamlingsteam.
Vi befinner oss i en tillväxtfas och söker nu en Head of CRM and Donor Service med ansvar för att bygga upp och utveckla en förstklassig givarsupport och CRM-funktion som stödjer våra insamlingsmål och stärker relationen med våra givare. Du kommer att ha strategiskt ansvar för CRM och datadriven segmentering, samt säkerställa hög kvalitet och GDPR-efterlevnad i vår datahantering. Du kommer att samarbeta med globala kollegor för att optimera integrationslösningar mellan CRM-system och andra plattformar för insamling.
Vi söker dig som:
Har erfarenhet av givarservice och CRM, gärna med Salesforce
Har erfarenhet av att leda team som arbetar med givarupport och hantering av donationer, och säkerställt hög servicenivå för att bygga långsiktiga relationer med givare.
Erfarenhet av att utveckla och implementera datadriven segmentering för att optimera givardialoger
Har erfarenhet av integrationslösningar mellan plattformar och betalningssystem
Har goda kommunikationsfärdigheter på svenska och engelska och vana att jobba i en global struktur.
Det är meriterande om du har erfarenhet av att arbeta med Salesforce och Pardot, samt att utveckla och driva marketing automation-lösningar för att skapa personaliserade och effektiva kommunikationsflöden.
Du hittar en fullständig befattningsbeskrivning med kravprofil på engelska nedan.
Intresserad?
Skicka in din ansökan via länken. Bifoga ditt CV och ett kort personligt brev där du motiverar varför du söker. Sista ansökningsdag är 01 december. Observera att vi kan komma att intervjua under hela processen så vänta inte med din ansökan.
Om du har specifika frågor om tjänsten kan du skicka ett mejl till:
therese.engstrom@rescue.org
Tjänsten är en tillsvidareanställning med sex månaders provanställning och placering i Stockholm. Start enligt överenskommelse. Vi tillämpar ett flexibelt arbetssätt med krav på att vara på kontoret minst två dagar per vecka.
RESCUE värdesätter mångfald hos våra medarbetare och ser värdet av samarbete mellan individer som kommer från olika bakgrunder, kompetenser och perspektiv. Vi strävar efter att vara en mångkulturell organisation och arbetar aktivt med likabehandling, mångfald och att skapa en socialt hållbar organisation för alla våra medarbetare. RESCUE Sverige har kollektivavtal och alla anställda omfattas av kollektivavtalade försäkringar och pensioner. För att arbeta hos oss behöver du stå bakom RESCUEs arbete och värderingar.
Vi ser fram emot att ta emot din ansökan!
JOB DESCRIPTION
STRUCTURE AND PURPOSE OF THE ROLE:
One of the main goals of IRC in Sweden is raising fund from the Swedish public, to finance our work to help people impacted by conflict and disaster. The Mass market team focuses on generating long-term sustainable growth, by maximising income through building a strong and diverse fundraising program.
As the Head of CRM and Donor Service, you will be responsible for the Swedish CRM function and Donor Services. This includes leading and providing expertise on CRM, data management and supporter service
Reporting to the Director of Mass Markets, you will play a key role for growing the IRC Sweden office and our fundraising ambitions in Sweden. You will be a key team member within the Mass market team of 10 people.
SCOPE AND AUTHORITY
Authority:The post holder will be:
Responsible for the donor service function and for CRM and data management for IRC Sweden fundraising.
It will ensure the effective operations for IRC Sweden where they intersect with donation processing.
Responsibility for Resources:
This position manages donor service and gift processing resources in Sweden, today consisting of two roles.
KEY WORKING RELATIONSHIPS
o Sweden:
Mass Market team colleagues
Finance Team
CRM team
Global Donations Operations team
Mass market global teams
KEY ACCOUNTABILITIES
Your main responsibility will be the area of donor service and CRM and data management for IRC Sweden. Even if the areas are integrated, the role can be seen in two parts:
Manage donor service and oversee gift processing team (app 50%)
The role is responsible for the integrated donors service and gift processing function in the IRC Sweden office, through leading the team with donor service and gift processing colleagues.
This includes ensuring and further developing a strong donor service experience for our supporters with high quality service level, to build donor loyalty and satisfaction. It covers ensuring coordination of a solid donations and donor processing function.
While the operational level is managed by Sweden staff, IRCs global structure means shared management and accountability with global functions.
Responsibility for data and CRM (app. 50%)
Your role will be to ensure IRC Sweden’s CRM function and strategic data management capacity. This includes ensuring data quality, segmentations, platforms and integrations, payment gateways, and marketing automation solutions meet IRC expectations. IRC works with a global centralised model, which means we share our CRM platform (Salesforce) and work with centralised teams such as MarTech and Analytics to achieve our aims We work together to ensure IRC Sweden has a strong setup, capacity and functionality and receives the global support needed to deliver on the fundraising strategy.
Key tasks include:
Managing Donor service and gift processing
Ensure capacity and competence for strong service delivery level to donors, through both external agency and inhouse staff
Develop and improve the donor service strategy for IRC Sweden, aiming at delivering first class service to our supporters.
Collaborate closely with Mass market colleagues to build donor dialogue
Ensure our database includes all supporter details and interactions, as well as guaranteeing all data is processed in line with the IRC’s internal procedures and is compliant with the GDPR.
Working closely with GDO to ensure control processes are adhered to and support team in escalating any issues or concerns.
Lead and develop the team, as well as individual team members
Collaboration with colleagues in global teams to ensure efficient processes and routines for the team functioning and IRC Sweden
Responsibility for data and CRM
Strategic responsibility for the data structure in the system covers requirements for IRC in Sweden
Work with global CRM an IT teams to develop the set up of the Sweden platforms.
Ensure data quality processes and GDPR compliance.
Build audience segmentation for acquisition and retention purposes based on data-driven decisions in collaborations with Mass market colleagues.
Oversee data imports and exports and automation functions.
Secure data optimization in usage of existing tools and development/procurement of new tools för multichannel personalized communication.
Drive process of defining needs for Marketing technology/IT development needs to ensure strong platforms and solutions.
PERSON SPECIFICATION
Skills and experiences
Essential
Educated to bachelor’s degree within relevant field.
Solid experience of customer support/ donor service areas, or equivalent experience
More than 4 years of experience of responsibility for CRM systems, preferably Salesforce
Experience in data driven data segmentation
Experience of fundraising or sales driven operations
At least two years of experience in leading a team
Experience of working in a goals driven environment, reporting and monitoring success o against key KPIs and target
Demonstrated ability to maintain positive, collaborative, productive relationships with external suppliers and internal staff at all levels
Excellent organizational skills, including the ability to manage a complex, varied workload in a high pace organization
Excellent IT skills, CRM systems and Microsoft packages (Word, Excel, PowerPoint and Outlook)
Excellent verbal and written communication skills in Swedish and fluent in English
Commitment to the goals and values of the IRC
Understanding of fundraising practices, codes of conduct and relevant fundraising legislation in Sweden.
Desirable:
Experience of Salesforce and Pardot
Experienced of managing integrations with other platforms
Experience of marketing automation solutions
Experience in driving development of platforms and tech solutions.
Experience working for a globally centralised, international organisation would be a strong advantage
Experience in managing outsourcing agencies
Working environment:
RESCUE is a global organization that offers a high level of professionality and the possibility to have contacts and collaboration with highly specialized staff in different countries. You will be part of a growing and creative team offering many possibilities to influence your work and develop your capabilities. To thrive with us you should be result oriented, willing to learn and able to navigate many and sometimes complex projects with staff and functional teams in many countries.
This post may involve some travel and requires remote/flex-time work.
The role may involve occasional working outside core office hours, e.g. during emergency appeal launches.
Candidates must have the right to work in Sweden.
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