CRM, Systems and Data Specialist

Médecins sans frontières (MSF) or Doctors Without Borders, is an international humanitarian-aid non-governmental organization (NGO) and Nobel Peace Prize laureate, best known for its projects in war-torn regions and developing countries facing endemic diseases.

CRM, Systems and Data Specialist

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.