CRM Journeys Consultant - Private Fundraising & Partnership (PFP)

The CRM Journeys Consultant will support UNICEF markets in designing, implementing, and optimizing Salesforce Marketing Cloud journeys to enhance donor engagement, retention, and lifetime value. The role involves strategic guidance, hands-on execution, and market enablement within the Private Sector Fundraising and Partnerships Section.

Responsibilities

• Support the design, execution and continuous optimization of automated and bulk donor communications in Salesforce Marketing Cloud (SFMC).
• Help UNICEF markets improve donor engagement, retention, conversion and lifetime value through data-driven journey orchestration, marketing automation, segmentation, testing and performance optimization.
• Work closely with global, regional and market teams to strengthen CRM strategy, journey orchestration, reporting, testing and market capability.
• Provide strategic guidance and hands-on execution for Salesforce Marketing Cloud journeys.
• Enable market teams through knowledge transfer and training.
• Integrate innovation and AI-enabled features to improve personalization, targeting, timing and operational efficiency.
• Develop reporting and support data-driven decision making.

Requirements

• Bachelors university degree is required in Marketing, Digital Marketing, Social Science, Communication, Fundraising, Business Administration, Information Systems, or another relevant field.
• Alternatively, a first-level university degree in a relevant field combined with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.
• Formal certification in Salesforce Marketing Cloud is required.
• A minimum of three (3) years of professional experience in CRM, marketing automation and journey orchestration is required.
• Proven hands-on experience with Salesforce Marketing Cloud (SFMC), including automated email and SMS journeys, segmentation, campaign optimization, A/B testing, reporting and data-driven decision-making.
• Experience developing and executing strategies to improve donor/customer retention and lifetime value, and managing projects across multiple markets or geographies, is required.
• Experience in digital fundraising or the nonprofit sector is an asset.
• Fluency in English is required.
• Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) is considered an asset.
• Strong knowledge of CRM strategy, donor/customer lifecycle management, SFMC automation, segmentation, reporting and quality assurance.
• Proven ability to translate performance data into actionable recommendations, develop toolkits and training materials, and collaborate effectively with cross-functional teams.
• Demonstrated understanding of AI concepts and tools, with the ability to apply AI-enabled features responsibly to improve personalization, targeting, timing and operational efficiency.

Skills

• Salesforce Marketing Cloud
• CRM strategy
• Marketing Automation
• Journey Orchestration
• Email and SMS campaigns
• Segmentation
• Campaign Optimization
• A/B Testing
• Data Driven Decision Making
• Donor Retention Strategies
• Customer lifecycle management
• Project Management
• Digital Fundraising
• Reporting and Analysis
• Quality Assurance
• Toolkit Development
• Training Material Development
• Cross-Functional Collaboration
• AI-enabled marketing
• Personalization techniques

Languages

English