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CRM Solutions Specialist

CRM Solutions Specialist

  • Full Time
  • London

Employment Category: Permanent

Employment Type: Full-Time

Salary: circa £48,000 per annum

Location: London, UK

Job Description



The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 28 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

IRC’s Global Partnerships and Philanthropy (GPP) department is responsible for the global delivery of the International Rescue Committee’s private sector resources (financially contributing circa USD200m per annum, as well as key partnerships and influence that support our mission), and plays an important strategic role in the creation of IRC’s brand, awareness and support for its advocacy goals.

The IRC’s strategy centers on its ambition to continue to improve the scale and effectiveness of IRC programs worldwide with evidence of what works best to impact people’s lives in conflict and fragile settings. GPP comprises colleagues and teams delivering marketing, account management, leadership gifts, board liaison, corporate partnerships, brand stewardship and communications to support this work.  These colleagues are primarily located in the USA at present – but IRC plans to significantly expand its global fundraising footprint.  Other colleagues within IRC are also deeply engaged with private funding & partners – in particular within Europe, US Resettlement and field programmes – and we need to work in close integrated collaboration to ensure best use of resources and highest impact for IRC.

GPP has begun delivering a new radical and ambitious 2020 Private Sector Engagement strategy that will enhance IRC’s ability to ‘punch above its weight’ in income, partnership and awareness. At the same time – believing that the root of our success lies in a high performance team and culture – we need to build our internal infrastructure, ensure we build a strong global team, a dynamic culture, a forward thinking ethos, and establish 21st century analytics, reporting, operational and business management practices that will help us achieve our ambitious goals.


Our European headquarters, IRC-UK, were established in London in 1997 to support the organisation’s global activities and particularly to diversify its donor base and be able to better advocate with European policy-makers on behalf of the people we serve. Since its establishment IRC-UK has grown rapidly and is now acknowledged for its high quality project management, technical expertise in governance and rights and economic recovery, and innovative thinking on early recovery and gender based violence. IRC-UK comprises approximately 100 staff across five departments.

The IRC also has offices in Berlin, Bonn, Brussels and Geneva.

Job Overview/Summary:

As CRM Solutions Specialist you will perform hands-on technical implementation, with a focus on administering and delivering functional solutions on the Salesforce.com platform and supporting relational databases. You will take a lead role in the design, implementation, deployment and documentation of projects that leverage the Salesforce.com, ETL, and SQL toolset.

In this role you provide technical support to the GPP Department’s business systems and processes, ensuring they are aligned and continuously improved to meet business needs as they change.

Drawing on technical skills, critical thinking, problem solving, and creativity, you will implement new solutions and/or troubleshoots issues. You will work with a wide range of key stakeholders and staff to translate business requirements into sophisticated systems and reporting solutions.

You’ll be dynamic, self-motivated and will have the technical savvy to inspire and provide technical edge to business users and department to meet their goals.

Key Working Relationships

Co-accountable to the Director of Database & Gift Management (in New York) Head of Strategy & Planning, GPP Europe (in London)
Close collaboration with colleagues in Europe and the US working in the areas of CRM, digital technology and analytics across GPP, IT and Communications teams.
Collaboration with the external vendors

Serve as technical lead for Salesforce projects
Manage the upgrade and patch process for both Salesforce and the CRM application
Provide technical/admin support and advanced troubleshooting for end users
Serve as subject matter expert for solution architecture that will include configuration, development, integration and customization of complex environments
Design and develop business solutions leveraging Salesforce declarative programming and administration (custom objects, reports, workflows, assignment rules, etc.)
Design and develop solutions including use of Salesforce Apex programming language, Visual Force and other available development tools
Develop software solutions using MS tools, Salesforce.com API framework, and 3rd party APIs
Provide support for related data warehouse infrastructure (SQL databases, scheduling and ETL tools, and key integrations).
Perform complex data analysis/management tasks
Design advanced reports and dashboards, using both Salesforce and other related tools
Assess third party solutions as they become available on the Salesforce App Exchange, and make recommendations on solutions that the IRC should pursue.
Perform unit testing and defect fixes.
Build productive relationships with cross-functional stakeholders and business owners; communicate proactively and frequently, and modify technical information as needed so that it can be understood by stakeholders to enable their decision-making.



Significant demonstrable  professional work experience with CRM and relational databases (non-profit experience a plus) and IT delivery, IT services, and professional services environments;
Demonstrable  development experience with Salesforce.com – Apex, SOQL, Visual force, and other SFDC based development tools;
Experience with DBAmp, Heroku or other Cloud technologies;
Experience with creating views, stored procedures and functions.
SQL database experience using T-SQL, SSIS, SSRS, query performance tunings, database development, implementation, data manipulation and complex custom reports, and underlying data models.
Experience in ETL Design sessions
Experience with MSOffice VBA;
Skills, Knowledge and Qualifications:

Excellent communication and interpersonal skills, ability to communicate technical issues to non-technical audience;
Strong customer service orientation
SFDC Advanced Administrator Certification

Bachelor’s degree with in Computer Science, Information Technology or Engineering or equivalent experience;
Experience supervising technical staff;
Experience in implementing fundraising applications for non-profit organizations;
Experience in working effectively with an Agile delivery model;
Experience with web services or application programming interfaces is a great plus;
Experience with .net technology, Java/J2EE, Ruby on Rails is a plus;
Experience in implementing business intelligence and data warehouse solutions.
Working Environment:

A collegiate environment working collaboratively across GPP and broader IRC.  Strong sense of transparency and accountability to ensure we are doing right by our beneficiaries and donors, exemplifying the IRC Way.

The post holder will be required to travel to New York once or twice per year.
Based in London with opportunities for flexibility working arrangements.
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct.  These are Integrity, Service, and Accountability.  In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC-UK strives to be an equal opportunities employer. IRC-UK is committed to equality of opportunity and to non-discrimination for  all job  applicants  and  employees,  and  we  seek  to ensure  we  achieve diversity  in  our  workforce  regardless  of  gender,  race, religious  beliefs, nationality, ethnic/national origin, sexual orientation, age, marital status or disability.

You must have the right to work in the UK.

The deadline for applications is on 1st April 2019 at 9am. Interviews will begin from 5th April 2019.

To apply email your details to hello zaheen.tariq@rescue-uk.org