Hardship Level (not applicable for home-based)A (least hardship)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA6
Target Start Date2025-07-22
Deadline for ApplicationsAugust 6, 2025
Terms of Reference1. General Background
UNHCR is the UN Refugee Agency and takes the lead in providing international protection for 108.4 million refugees and displaced people worldwide.
Private Sector Partnerships Services (PSP) is a fast growing global division with offices in over 30 countries across the world. We have raised financial contributions, engaged the public in support of the refugee cause, and broadened the size and scope of partnerships with corporations, foundations, and philanthropists. Our ambition is to quickly grow in size, scale, and global reach.
The UNHCR Private Sector Partnership (PSP) launched Private Sector fundraising activities in Malaysia in 2017. The development of this market will support the global organization in expanding its supporter base and building stable and predictable income stream from the private sector within Malaysia. Ultimately, UNHCR Malaysia can provide even more support to refugees and other persons of concern.
As in other markets PSP operates in, a PSP goal in Malaysia is to establish a sustainable source of funding through monthly donors to be recruited by several acquisition channels i.e. face to face fundraising, online, and telemarketing. UNHCR operations in Malaysia, currently benefiting 170,000 refugees and other persons of concern, provides an excellent operational context to present UNHCR to the public in a compelling manner and to seek financial support from individual donors in support of UNHCR programs in Malaysia and worldwide. PSP activities in collaboration with other units also contribute to raise UNHCR brand awareness and improve public perceptions on refugees.
Due to the size of the database and the diversity of the donors recruited, the office also operates a complex donor relationship management. PSP activities in Malaysia span across Individual giving (IG) and Private Partnerships and philanthropy (PPH). IG strategies encompass the acquisition of individual donors via a mix of channels such as Face to Face, Digital, Telemarketing, Direct Response Television (DRTV), and Acquisition Mail as well as stewardship communication via telemarketing, email and direct mail. PPH strategies play a growing role in the fundraising portfolio of targeting corporates, foundations, High Net Worth Individuals, and Islamic philanthropy.
As part of the UNHCR Business Transformation Programme (BTP), UNHCR has adopted Salesforce as the platform for CRM implementation of fundraising and engagement and management systems.
Over the next few years, UNHCR will work with key system integrators to migrate other existing donor databases as well as set up new markets using Salesforce as the database of record to manage all individual giving, leadership giving/partnerships as well as digital donors relationships, income management, reporting etc.
In this context, PSP Malaysia has worked with UNHCR regional team and will be soon migrating the current database to Salesforce which is requiring an expert in order to manage it effectively with advanced analysis, segmentation, prospecting, and overall fundraising reporting to further marketing activities and income generation.
We are looking for PSP Associate (Salesforce Database) who is passionate about drawing business insight, informing decision-making, and providing responsive program development and impactful reporting to stakeholders to support the successful delivery of UNHCR private sector Partnerships strategy in Malaysia.
2. Purpose and Scope of Assignment
Project: Salesforce Database Migration
Phase 1: Project Implementation
โข Support project activities of data migration between the legacy and the new system, liaising with
relevant project stakeholders
โข Monitor and ensure consistency of migrated data across multi-channels. Inform and advise the supervisor in case of data inaccuracy and special occurrences
โข Perform user acceptance tests on the functions and operational effectiveness of the new system
โข Undertakes other duties as assigned by supervisor
Phase 2: System Administration and Maintenance Database Administration and Maintenance tasks
โข Perform regular data administration tasks such as processing monthly donations transactions (Debit card, Credit card, Direct debit, and other payment methods), monitoring regular automated data feeds into Salesforce, maintaining data consistency, and uploading data from other channels/campaigns manually when needed
โข Perform basic configuration on database platform, and general administration tasks such as new Donor Database System, new users, and permissions
โข Inform and advise the supervisor in case of data inaccuracy and special occurrences
โข Act as a focal point and handling of database operation issues, following defined support procedures and working with relevant internal and external parties as required
โข Support database enhancement process for new desired features and/or new systems, liaising with local, regional, and global UNHCR teams
โข Perform testing of enhancements and provide user training with documentation
โข Ensure that PSP Malaysia meets the highest standards of data protection and privacy laws
Analytics, Reporting & Modelling
โข Create performance dashboard and reports in Salesforce, to support PSP in the day-to-day
operation and to reach programmesโ objectives
โข Analyze payment approval rate stability by monitoring successful payment rate, unrealized donation rate and unsuccess transactions volume
โข Create new and amend existing reports and dashboards for analysis and segmentation purposes
โข Present written and verbal analysis, reporting, modeling, and research findings to key stakeholders by synthesizing complex data and concepts into easy-to-comprehend and comprehensive presentations for programmes to support fundraising activities
Project and Stakeholder Management
โข Work with a range of internal and external stakeholders to satisfy their business intelligence requirements for analysis, report creation, data extracts, data mining, and data modeling within a strong project management framework
โข Administrative tasks supporting assigned projects
โข Undertakes other duties as assigned by supervisor
3. Monitoring and Progress Controls
โข Support is provided in a timely and professional manner
โข Data Maintenance and payment processing tasks are undertaken when needed
โข Training and documentation are provided
โข Reports and Dashboards are created and maintained as is necessary
โข Support to upgrade project is provided when required
4. Qualifications and Experience
a. Education
โข Completion for high school diploma or the Bachelor is desirable in IT system management or Information Systems Management, or other related fields.
b. Work Experience
โข Minimum 3 years of relevant work experience for high school diploma or 2 years of experience with Bachelor or higher in database management, payment management or IT system management proved to be relevant to donor or membership database management.
โข Proven experience in a fundraising or sales environment working on donor/customer care and data processing.
โข Proven experience in managing donor or customer records within a customer relationship database
โข Work experience with Salesforce is strongly preferred as is any experience with fundraising and not-for-profit operations
c. Key Competencies
Required competencies:
โข Proficiency in written and spoken English, Malay.
โข Knowledge and experience of CRM systems - preferably Salesforce
โข Knowledge of MS office especially MS Excel
โข Attention to details, high accuracy and result oriented
โข Ability to collaborate with others, with a flexible and positive attitude
โข Strong communication and interpersonal skills
โข Able to work independently and under pressure
โข Statistical and mathematical competencies
Standard Job Description
Required Languages Malay
,
,
Desired Languages
,
,
Additional Qualifications
Skills
Education
Certifications
Work Experience
Other informationThis position doesn't require a functional clearance
RemoteNo