CRM Manager

DEADLINE FOR APPLICATIONS

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ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP? 

• WFP is a 2020 Nobel Peace Prize Laureate.

• WFP offers a highly inclusive, diverse, and multicultural working environment.

• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.

• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.

• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

JOB TITLE: CRM Manager
UNIT/DIVISION: Private Partnerships (PSP) Org. Unit 50015246
DUTY STATION: Remote
CONTRACT TYPE: Short-Term, Regular Consultant
DURATION: 11 months
LINE MANAGER/SUPERVISOR: Head of Growth Marketing, ShareTheMeal

ORGANIZATIONAL CONTEXT & PURPOSE OF THE ASSIGNMENT
The United Nations World Food Programme (WFP) is the 2020 Nobel Peace Prize Laureate. WFP is the world’s largest
humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and
prosperity for people recovering from conflict, disasters, and the impact of climate change. Around 20,000 people work for
the organization, most of them in remote areas, directly serving the hungry poor.
To reach a world with zero hunger, WFP is investing in and growing private sector fundraising and partnerships.
ShareTheMeal is WFP’s fundraising and awareness-raising app. Free to download, the award-winning app is a pioneering
way for people to join our efforts in creating a world with zero hunger. ShareTheMeal currently has more than 1.3 million
supporters worldwide, who have shared more than 185 million meals (US$ 100 million).
WFP is pursuing an ambitious growth strategy for individual giving, and ShareTheMeal is a key driver for this strategy going
forward. The team, located remotely, is focused on increasing the funds raised to help get to zero hunger by further
developing the app to include new and innovative features, increasing the engagement of existing users and growing the
user base through marketing and communication initiatives. As the user base has grown, there is a significant opportunity
to increase funds raised from existing users and deliver an exceptional experience to build a long-term relationship with
each supporter.

ACCOUNTABILITIES / RESPONSIBILITIES
The Senior Customer Relationship Manager (CRM) Consultant, reporting to the Head of Growth Marketing for the
ShareTheMeal initiative, is expected to:
1. Take a leading role in the CRM technology for STM and provide guidance to team members to deliver a robust
engagement and retention strategy to increase ShareTheMeal key metrics.
2. Drive the recruitment and training process to empower the team to ensure timely and high-quality performance.
3. Work side by side with the Head of Growth Marketing to identify growth levers through incremental proposals
and proactive strategy recommendations.
4. Coordinate cross-functional stakeholders within ShareTheMeal: Data, Product, Tech, Content, QA, Design and
Marketing on an ongoing basis to meet deadlines and goals.
5. Own the CRM plan and strategy on all channels (email, Push, In-app), platforms (Android, iOS, Web) and segments
(from prospects to high value donors) with full ownership of all relevant engagement KPIs with the accountability
to build long-term and high value relationships with ShareTheMeal users.
6. Develop and lead an aligned CRM roadmap and empower the team for its successful launch though workflow, task
management and process implementation, ideally with Agile methodologies.
7. Implement a test and learn approach to identify growth opportunities and drive on-going improvements.
8. Stay up to date on fundraising and app best practices to bring new initiatives and approaches to the team.

EXPECTED DELIVERABLES
1. Optimization of welcome emails and web journey to help drive better engagement.
2. A robust CRM cross-sell strategy for single donors to help drive sustainable income stream.
3. Successful CRM audits to uncover and address potential areas of improvement, ensuring our CRM program
remains consistently effective.

QUALIFICATIONS AND EXPERIENCE REQUIRED
Education
Experience
Technical expertise
§ A master's degree in marketing, advertising, media, communications, computer science
or another relevant field; Braze certificate is a plus.
§ At least 5 years of relevant experience in mobile CRM, email marketing, marketing
automation is essential, ideally in B2C global markets and NGO sector.
§ Experience in managing a Growth/CRM team.
§ Strong leadership and decision-making skills.
§ Strong technical experience working with mobile marketing automation platforms,
ideally Braze.
§ Strong analytical experience working with data visualization tools such as Metabases,
Tableau, Firebase and Excel.
§ Excellent understanding of email deliverability, reputation, and HTML best practices.
§ Experience with highly personalized campaigns and dynamic content-coding, ideally
Liquid.
§ Exceptional strategic market expertise of European, especially Germany, and American
markets.
§ Superior ability to effectively lead cross-functional projects with internal and external
stakeholders.
§ Outstanding project management skills and communication skills, with an ability to
plan, prioritize and work to tight deadlines.
§ Agile mindset and knowledge of lean and agile methods and frameworks, ideally
certified Scrum Master.
Soft skills § Superior interpersonal and relationship management skills in a complex multi-national
and multi-cultural environment.
§ Fully committed and motivated to achieve the aims of the World Food Programme.
Language(s) § Excellent command of spoken and written English.
§ Intermediate knowledge of German and Spanish would be a plus.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact:  global.inclusion@wfp.org

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.

• We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.

• If you experience technical issues while submitting your application, you may contact us at global.hrerecruitment@wfp.org. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.

• At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.

• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.