Salesforce Manager, P4
World Food Programme
Rome, Italy
3 gg fa


Under the supervision and direction of the Senior Government Partnership Officer, the Salesforce Manager will have the opportunity to work in a dynamic environment with the expectation to shape WFP’s use of a CRM database and how it interacts with other reporting tools This increased use of CRM in WFP makes this team leader position a key function in promoting change and innovation.

KEY ACCOUNTABILITIES (not all-inclusive)

  • Design and lead the implementation of WFP's Salesforce work plan to provide a CRM and knowledge management tool for WFP to identify, develop and strengthen quality partnerships in support of WFP’s strategic objectives.
  • Design a strategy for WFP's use of the Salesforce platform and oversee its implementation.
  • Promote the use of the Salesforce platform (and other corporate tools with which it is integrated e.g. FACTory, WINGS, WFPGo) amongst staff globally, to facilitate sharing of quality donor intelligence (incl. forecasting)
  • Lead cross-functional discussions to broaden the use of Salesforce and ensure user needs are reflected
  • Guide functional units, RBs, and COs on managing partner intelligence, forecasts, and partnership strategies (including Partnership Action Plans), and extend support / guidance on partnership / contribution / forecast management.
  • Lead and motivate the Salesforce team, providing coaching, training and guidance to ensure appropriate development and enable high performance.
  • Guide the team to proactively manage all aspects of the Salesforce platform, including partner profiles, data / trends analysis and outreach plans, to provide maximize technical support for WFP’s work.
  • Guide the team's work on all technical aspects of the platform and oversee the technical work plan, including : Gathering and documenting business requirements by working together with management and users in HQ, RBs, and Country Offices;
  • Implementation of functionality changes; workflow and validation rules; customize objects, fields record types, and page layouts;
  • Overseeing the software testing process; Management of a user and role hierarchy that facilitates over 500 users from almost 100 offices to have varying levels of accessibility to data in the system;
  • Collaboration with IT on integrations with other WFP corporate tools and systems.

  • Work with PPR management and play a leading role in managing the shift from reporting to analytics, by managing the production of the roll-out of a Partnerships data visualisation tool.
  • Manage the project budget.
  • Oversee the design of training materials and deliver training to all users globally; manage a support service for all users.
  • Support and input into the wider departmental work on knowledge management. Support PPR’s partner intelligence sharing efforts with the rest of WFP, including improving and managing two-way information flows between PPR and WFP’s programmatic units, country offices, regional bureaus, and WFP offices.
  • Drive collaboration between PPR and the other teams within the Partnerships department.
  • Take responsibility for incorporating gender perspectives in all areas of work, to ensure equal participation of women and men.

    Education :

    Advanced University degree in Political Science, International Development, Development Economics, International Relations, Marketing, Communications or other relevant fields, or First University degree with additional years of related work experience and / or training / courses.

    Experience :

  • Minimum eight of relevant professional work experience in international development, information / knowledge management, and / or partnership management, including at least 3 years of experience in leading a multicultural team.
  • Direct experience of either creating and implementing a CRM or KM strategy, or project managing the rollout of a CRM tool or KM system.
  • Experience in managing a CRM tool within a UN agency fundraising setting.
  • Experience in designing a fundraising CRM platform that was used for managing partners at both a headquarters and country office level.
  • Experience working in a UN resource mobilization team, either private sector fundraising or fundraising from governments.
  • Language :

  • Fluency (level C) in the English language.
  • Intermediate knowledge (level B) of a second official UN language : Arabic, Chinese, French, Russian, Spanish, and / or Portuguese (a WFP working language)

  • Certification as Salesforce Administrator is necessary and Certified Knowledge Manager is desirable.
  • Ability to perform fundamental Salesforce system changes and configurations (creating workflow rules, custom objects, and writing visual force code).
  • Demonstrated expertise in developing CRM platform and strategy
  • Ability to manage a corporate CRM system.
  • Excellent communications skills and proven success in ensuring the successful adoption of a partnership management tool by new users.
  • An understanding of how technology can optimize the work of often geographically distributed groups and teams.
  • General knowledge of UN system policies, rules, regulations and procedures governing administration is an asset. Knowledge of UN fundraising procedures is a strong plus.
  • Experience in managing a team motivated team spirit, and contributed to a gender-balanced, inclusive, and sound working environment
  • Highly developed project management skills with strong organizational skills, attention to detail, and ability to accurately deliver on tight deadlines and prioritize between conflicting demands.
  • Excellent organizational, communication, and interpersonal skills to facilitate collaboration; ability to work and interact with a cross-functional and remote team and coordinate project escalations
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