Position Overview
Under the supervision of the Data and Analytics Officer, P2, the incumbent will lead the evolution and stability of the fundraising CRM (Salesforce), serving as the strategic bridge between business needs and technical solutions within Salesforce and related products (Sales & Marketing Cloud, Partner Community), middleware platforms, and connected systems including telemarketing applications, acquisition applications, payment gateways, payment service providers, financial institutions, SMS tools, WhatsApp, and others.
Key Responsibilities
* Drive operational efficiency by maximizing CRM value through workflow automation, reducing manual processes, and strengthening data quality.
* Ensure business continuity by coordinating internal teams, vendors, and middleware partners to maintain a stable, reliable, zero‑downtime fundraising platform.
* Upgrade security and PCI compliance by enforcing data‑security standards, conducting continuous assessments, and ensuring full compliance to protect donor data.
* Lead innovation by guiding the technological roadmap, identifying emerging trends, and implementing tools that enhance acquisition, retention, and collection results.
Product Ownership
* Act as the strategic bridge between stakeholders and technical teams to identify business needs, troubleshoot issues, and propose technology‑driven solutions.
* Analyze and document business requirements, connecting operational needs with scalable technical solutions within Salesforce.
* Translate fundraising objectives into clear technical specifications and user stories for development teams.
* Coordinate with the supervisor and stakeholders to successfully complete user stories, reporting status and challenges clearly.
* Plan regional releases, manage the full development lifecycle, and coordinate feature deliveries with global and local teams.
* Validate functional level deliveries (QA) with users, ensuring they meet acceptance criteria.
* Support scalable data structures and relationships between Salesforce objects and external systems.
* Assist in budget and projection management for Sales, Marketing, and Experience Cloud platforms.
* Collaborate with leadership to analyze and integrate emerging technologies for continuous evolution and stability.
Sales Cloud and Marketing Cloud Administrator
* Manage platform security and access governance, configuring licenses, permission sets, and public groups.
* Architect and customize CRM solutions (custom objects, fields, validation rules, record types) to align with business processes.
* Orchestrate environment management (UAT Sandbox/PROD) and deployment pipelines, ensuring best practices.
* Maintain data integrity across Sales Cloud and Marketing Cloud, ensuring accurate data for donor journeys.
* Design complex audience segmentations using Data Extensions and entry events for acquisition and retention strategies.
* Lead vendor support lifecycle, managing bug resolution from diagnosis to deployment.
Monitoring & Coordination on Fundraising Middleware Platforms
* Proactively monitor platform health and performance to ensure high availability.
* Coordinate technical resolutions with partners, aligning solutions with team needs.
* Own incident lifecycle: track issues from diagnosis to resolution and report to supervisor.
* Build strategic partnerships with vendors, integrators, and system users.
* Promote Agile methodologies across stakeholders and vendors to maximize delivery velocity.
* Lead end‑to‑end implementation of middleware integrations, ensuring secure data flow.
Administrative Tasks and Others
* Support the supervisor on quotation and billing processes for middleware platforms.
* Manage day‑to‑day administration with development partners.
* Document processes to ensure business continuity.
* Handle additional tasks required by fundraising operations.
Qualifications
Education
University degree in project management, business analytics, science/engineering, information technology, or software engineering.
Experience
Minimum one year managing, developing, and implementing Salesforce Sales Cloud, Marketing Cloud, Service Cloud, and Community Cloud. Additional experience in Project Management, Business Analysis, Business Intelligence, and API architecture is desirable.
Knowledge and Skills
* Effective stakeholder relationship management.
* Leadership of functional and technical teams.
* SQL or SOQL knowledge.
* Salesforce and Marketing Cloud administrative certifications are an asset.
* Experience with Agile methodologies.
* Experience in fundraising operations, payment gateways, PCI compliance, and payment platforms.
Language Requirements
* Fluency in English and Portuguese required.
* Knowledge of Spanish considered an asset.
Benefits
We offer a wide range of benefits including paid parental leave, breastfeeding breaks, and reasonable accommodations for people with disabilities. Flexible working arrangements are encouraged.
Child Safeguarding
Child safeguarding involves proactive measures to limit direct and indirect collateral risks of harm to children arising from UNICEF’s work. This role has been identified as an elevated risk role.
Remarks
* Government employees must resign from their government before starting with UNICEF.
* UNICEF appointments are subject to medical clearance and may require vaccination.
* We are committed to inclusion and diversity, encouraging candidates from afro‑descendants, indigenous, LGBTQIA+, and other minorities.
* Only shortlisted candidates will be contacted.
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