CRM Specialist, Information Technology Solutions Office (ITSO), New York, P-3

UNDP Careers

Job Description

The Position:

The CRM Specialist is responsible for managing small to complex projects related to Customer Relationship Management (CRM) information systems. This role is part system administrator, part business analyst, and part project and product manager. You will work closely with business representatives to analyze needs and propose solutions as well as working with implementation partners to continuously enhance UNFPA CRM solutions.

You will report directly to the Chief, Corporate Digital Solutions.

How You Can Make a Difference

UNFPA is the lead UN agency for delivering a world where every pregnancy is wanted, every childbirth is safe and every young person’s potential is fulfilled. UNFPA’s strategic plan (2022-2025), reaffirms the relevance of the current strategic direction of UNFPA and focuses on three transformative results: to end preventable maternal deaths; end unmet need for family planning; and end gender-based violence and harmful practices. These results capture our strategic commitments on accelerating progress towards realizing the ICPD and SDGs in the Decade of Action leading up to 2030. Our strategic plan calls upon UN Member States, organizations and individuals to “build forward better”, while addressing the negative impacts of the Covid-19 pandemic on women’s and girls’ access to sexual and reproductive health and reproductive rights, recover lost gains and realize our goals.

In a world where fundamental human rights are at risk, we need principled and ethical staff, who embody these international norms and standards, and who will defend them courageously and with full conviction.

UNFPA is seeking candidates that transform, inspire and deliver high impact and sustained results; we need staff who are transparent, exceptional in how they manage the resources entrusted to them and who commit to deliver excellence in programme results.

Job Purpose

In 2023, UNFPA launched several digital solutions under the umbrella of the UNFPA Institutional and Individual CRM architecture mainly based on two Salesforce products: Sales Cloud and Marketing Cloud.

The CRM Specialist will be the lead in ensuring existing and future business needs are met and will ensure UNFPA evolves, enhances, and maintains the solution in line with the growing scope, demand, and digital opportunities within the Business area.

You Would Be Responsible For

The CRM Specialist is responsible for managing small to complex projects related to Customer Relationship Management (CRM) information systems. You will work closely with business representatives to support the day-to-day configuration, support, maintenance, and improvement of the CRM solutions as well as to work with internal and external resources for the design, development, deployment, and continuous improvements of further functionalities.

  • Business analysis, product management
  • Work with internal business stakeholders to define business requirements, review processes, and related business rules
  • Analyze business scenarios and identify opportunities for improvement through automation, system enhancements, ERP integration, and/or process changes
  • Conduct Fit/GAP analysis, process mapping, root-cause analysis and requirements gathering
  • Work with internal and external stakeholders on the functional and technical study for cross-cutting business processes review and integration envisioning with external systems, such as ERP, Contracts Management, and the Planning modules;
  • Develop functional specifications and high-level prototypes
  • Provide strategic inputs and best practices on CRM to ITSO management and UNFPA’s functional units, from experience within the non-profit and, preferably, the UN system
  • Create, communicate, update, and realize the CRM project roadmap in coordination with internal and external resources
  • Continuous Improvements of Salesforce CRM modules and related applications
  • Serve as the primary custodian of CRM solutions of UNFPA, including Salesforce Sales Cloud, Marketing Cloud, Sprout Social, and other related applications
  • Depending on scope and complexity, either conduct smaller configuration changes or work with implementation partner(s) for larger initiatives
  • Conduct or oversee the design, development, and configuration of modules, interfaces, and reports/dashboards based on functional requirements
  • Stay abreast of new and changed functionality in Salesforce CRM modules, analyze the impact of regular releases, and advise businesses on improvement opportunities in new or changed features and modules
  • Liaise between business units, IT team, and vendor(s)/partners to articulate processes and procedures, implement project tasks, and recommend improvements to the CRM system
  • Analyze data contained in CRM databases, provide regular or ad hoc data imports and extracts, and develop custom reports
  • Support, Change Management, and documentation
  • Investigate and resolve application functionality-related issues and provide support for issues and matters surrounding system utilization, functionality, and data;
  • As needed, liaise with first-level support as well as the specialized maintenance team to ensure the resolution of issues
  • Based on lessons learned, makes recommendations for enhancements and improvements
  • Preparation and execution of test and training plans for new or changed configurations
  • Develop product documentation including user guides and implementation guides
  • Foster the growth of CRM solutions usage and value across the organization by working with the internal business stakeholders to increase internal capabilities and digital tools awareness.
  • Carry out any other duties as may be required by UNFPA leadership.


Qualifications and Experience:

  • Advanced university degree in Information Technology, Business Administration, or related discipline.
  • A first-level university degree in combination with 2 additional years of qualifying experience and additional Salesforce certifications may be accepted in lieu of the advanced university degree.

Knowledge And Experience

  • Minimum 5 years of relevant experience.
  • Specialized relevant experience with CRM systems: experience with big Salesforce (Sales Cloud and/or Marketing Cloud) implementation projects for international organizations is an asset.
  • In-depth knowledge of Salesforce CRM: Salesforce certifications in the area of Marketing and Sales Cloud are desirable.
  • Experience assisting in the definition of systems strategy, gathering and documenting business requirements, leading fit-gap analysis, as-is and to-be business process designs, conference room pilots (CRPs) functional configuration, testing, and client user training.
  • Excellent communication skills and experience presenting CRM processes to business/process owners
  • Strong analytical skills, ability to supervise staff, ability to work under pressure and prioritize tasks
  • Experience with UN entities in ICT projects is desirable.


Fluency in English; knowledge of other official UN languages, preferably French and/or Spanish, is desirable.


Required Competencies:

  • Exemplifying integrity,
  • Demonstrating commitment to UNFPA and the UN system,
  • Embracing cultural diversity,
  • Embracing change

Core Competencies

  • Achieving results,
  • Being accountable,
  • Developing and applying professional expertise/business acumen,
  • Thinking analytically and strategically,
  • Working in teams/managing ourselves and our relationships,
  • Communicating for impact

Functional Competencies

  • Developing ICT standards and applications
  • Manage information and workflows
  • Planning, organizing, and multitasking

Compensation And Benefits

This position offers an attractive remuneration package including a competitive net salary plus health insurance and other benefits as applicable.

UNFPA Work Environment

UNFPA provides a work environment that reflects the values of gender equality, diversity, integrity and healthy work-life balance. We are committed to ensuring gender parity in the organization and therefore encourage women to apply. Individuals from the LGBTQIA+ community, minority ethnic groups, indigenous populations, persons with disabilities, and other underrepresented groups are highly encouraged to apply. UNFPA promotes equal opportunities in terms of appointment, training, compensation and selection for all regardless of personal characteristics and dimensions of diversity. Diversity, Equity and Inclusion is at the heart of UNFPA’s workforce – click here to learn more.


Selection and appointment may be subject to background and reference checks, medical clearance, visa issuance and other administrative requirements.

UNFPA does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process and does not concern itself with information on applicants’ bank accounts.

Applicants for positions in the international Professional and higher categories, who hold permanent resident status in a country other than their country of nationality, may be required to renounce such status upon their appointment.

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