CRM, Systems and Data Specialist

## **MSF Eastern Africa is looking for a CRM, Systems and Data Specialist**

*Do your skills and experience not precisely match the requirements? At MSF EA, we strive to create a safe, diverse and inclusive workplace, recognizing the need to increase access to professional opportunities for historically underrepresented groups. If you're interested in this position but your experience doesn't align perfectly with the selection criteria, we encourage you to apply anyway. You might be the ideal candidate for this or other positions.*

*Firmly committed to safeguarding patients, community members, staff, and all those in contact with the organization from all forms of abuse, including sexual exploitation, abuse, and harassment (SEAH), we will take all necessary steps, through rigorous vetting processes, to ensure that confirmed perpetrators of abuse do not join the organization.*

*For this position, contact level with patients and children is categorized as **Low** risk and will be monitored with this in regard.*

## ***Introduction***

Médecins Sans Frontières/Doctors Without Borders (MSF) is an international independent medical humanitarian organisation that provides assistance to people affected by conflicts, epidemics, and natural or human-made disasters and excluded from healthcare. We provide this assistance without discrimination, irrespective of race, religion, creed or political affiliation.

## ***About MSF Eastern Africa***

MSF Eastern Africa is the regional institutional office of MSF. It focuses on representation and networking, recruiting and supporting staff from the region, communications and fundraising, as well as working on other dossiers of importance to MSF such as Diversity, Equity and Inclusion (DEI), Data Protection, mutualization, training, medical operational support and environmental health.

## ***Rationale/Objective for Position***

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***.

## ***Tasks & Responsibilities***

**CRM System Administration and Ownership**

- 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.

**Data Processing, Quality and Protection**

- Ensure effective and accurate processing of donor data, including data imports, updates, transactions, extracts, reconciliations and data transfers between systems.
- Work closely with Finance to support accurate donor income consolidation, reconciliation and reporting processes.
- Oversee data flows between the CRM and relevant systems, including online donation/payment platforms, finance systems, marketing automation, website, telemarketing and other data sources.
- Maintain high standards of data quality through data cleansing, validation, automation, quality controls and regular reviews.
- Identify and resolve data quality issues and implement sustainable preventative measures.
- Ensure donor data is processed in compliance with applicable data protection requirements and MSF policies.
- Work with relevant colleagues to strengthen data protection processes, data retention, access controls and responsible use of donor information.

**CRM Development, Integrations and Continuous Improvement**

- Lead or coordinate CRM development initiatives in collaboration with ICT, Fundraising, Communications and external suppliers.
- Identify system and process gaps proactively and propose improvements that strengthen fundraising efficiency, donor experience and data quality.
- Manage CRM development projects, including integration, workflow and process development, segmentation, reporting and automation.
- Develop and maintain a prioritized CRM development backlog in consultation with the Head of Fundraising and relevant stakeholders.
- Translate fundraising and communications requirements into clear technical specifications and business requirements for ICT and suppliers.
- Coordinate user acceptance testing, frontline testing, issue resolution and implementation of system changes.
- Monitor new CRM, fundraising technology and digital developments and assess their relevance to MSF Eastern Africa.
- Support the Head of Fundraising and Director of Communications & Fundraising in decisions relating to CRM development, system investment and prioritization.

**CRM Selection and Fundraising Technology**

- Work closely with ICT, Fundraising and Communications to assess, identify and implement a CRM solution that is fit for MSF Eastern Africa's current and future fundraising needs.
- Support the Head of Fundraising and Director of Communications & Fundraising in defining the business requirements, functionality and technical specifications for the section's CRM.
- Assess how the CRM will integrate with digital fundraising, payment platforms, finance, communications, marketing automation, website and other relevant systems.
- Coordinate with ICT to ensure that the selected solution meets MSF EA requirements for security, scalability, interoperability, data protection and business continuity.
- Support vendor assessment, requirements gathering, demonstrations, testing, implementation and transition to ensure the selected CRM delivers value for the Fundraising Department.
- Ensure the CRM roadmap remains aligned with the section's fundraising strategy and future growth requirements.

**Donor Data, Analytics and Insight**

- Analyse donor, campaign, channel and digital data to identify trends, segments, opportunities and risks.
- Develop dashboards and reports covering income, acquisition, conversion, retention, attrition, reactivation, upgrade, average gift and donor lifetime value.
- Provide regular and ad-hoc analysis to support fundraising strategy, campaign planning, forecasting and decision-making.
- Develop donor segmentation and profiling approaches to improve targeting, personalisation and donor value.
- Support A/B testing and campaign optimisation through data analysis.
- Translate complex data into clear, actionable recommendations for fundraising and communications teams.

**Marketing Automation, Digital Fundraising and Donor Journeys**

- Support the digital fundraising specialist in designing, building, testing and optimising automated email flows and multi-channel donor journeys covering acquisition, welcome, onboarding, conversion, retention, reactivation and upgrade.
- Work closely with the fundraising team to implement segmentation and personalisation across automated communications.
- Work closely with the Digital Fundraising Specialist and fundraising team to align donor journeys with acquisition and retention strategies.
- Support implementation and optimisation of digital fundraising platforms and donation/payment solutions.
- Ensure fundraising landing pages, forms, payment journeys, tracking and CRM integration function effectively.
- Support campaign tracking, attr