CONTEXT
The communication and fundraising MSF Belgium department is organized in 5 different teams: Information and Media, Engagement and Acquisition, Face to face Acquisition, Supporter Loyalty and Strategic Partnerships. To achieve the objectives, those teams develop strategies translated into actions that need to be supported by strong and future proof tools and solutions.
That’s why we are creating a new Communication and Fundraising Support and Solutions Team which will be responsible for the product ownership of the CRM, the Donors Hub, the Website, the digital payment platforms (and other smaller products and solutions) as well as for the Data Analysis.
As the Communication and Fundraising Support and Solutions Manager, you supervise a team of three newly hired members, translating the business needs of five other department teams into innovative solutions. You will ensure these solutions are developed by your team or other internal and external technical experts. Your role will focus on optimizing the website user experience and functionalities, ensuring the delivery of high-quality support, solutions, and continuous improvement in systems and processes. Additionally, you will develop roadmaps for communication and fundraising systems, lead projects, and coordinate cross-functional collaborations to meet business objectives.
MAIN RESPONSIBILITIES
Capacity management / ticketing system process:
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Hire, lead, manage, and mentor a team consisting of a Data Analyst, CRM Product Owner and a Donors hub Product Owner
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Set clear goals, provide guidance, and offer constructive feedback to ensure high performance and professional development of each team member
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Foster a collaborative, solution-driven environment that promotes teamwork and accountability
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Manage/ optimize the priorities, capacities and resources across the different work streams
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Conduct regular performance reviews and support team members with training, growth opportunities, and problem-solving
Support & Solutions Management:
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Oversee the team’s support functions, ensuring timely and accurate resolution of technical issues and requests from clients or internal stakeholders
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Develop and maintain robust support processes and escalation procedures to enhance operational efficiency
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Analyze data and feedback to identify recurring issues and develop solutions to prevent future occurrences
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Provide proactive solutions to address business challenges and continuously improve support workflows
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Propose innovative solutions
Website Product owner:
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Design the front-end functionalities of our website and, with the help of the technical responsible in the ICT department and of the external development agency, develop and maintain this website
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Respond to specific needs for new designs, improved user experience or more advanced front-end functionality
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Set up and manage site performance monitoring tools, including Google Analytics and GTM, to track key performance indicators (KPIs) and provide reports on site performance
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Work closely with our backend agency and our internal technical expert to ensure smooth integration of Drupal CMS updates
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Create and manage the donation pages (E-commerce) for the fundraising part managed via the payment platform
Collaboration and Stakeholder Management:
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Work closely with cross-functional teams, including IT, to ensure smooth execution of projects and alignment of goals
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Communicate effectively with key stakeholders, both internally and externally, to ensure the team is providing the right solutions and driving communication and fundraising success
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Prioritize and manage multiple projects, balancing short-term support issues with long-term solution development
Reporting and Continuous Improvement:
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Develop and present regular reports to management on team performance, project progress, and any issues or challenges faced
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Analyze team performance metrics and identify areas for improvement, implementing changes as necessary.
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Leverage feedback and data to enhance overall service delivery and solution efficiency
CONDITIONS
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Expected starting date: As soon as possible
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Location: Brussels (Belgium)
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Contract type: Open-ended contract – Full-time – Up to 50% homeworking per week
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Salary according to MSF-OCB HQ salary grid
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Meal Vouchers - Hospital Insurance (DKV) – Pension Plan – 100% reimbursement for public transportation costs
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Adhere to the MSF principles and to our managerial values: Respect, Transparency, Integrity, Accountability, Trust and Empowerment
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Adhere to the MSF Behavioral Commitments
Deadline for applications: 13th of February 2025
How to apply?
➢ Submit your application via the 'Apply here' button on the vacancy page
➢ You will be directed to the online application form for this position
➢ It should take 5-10 minutes to complete. Thank you in advance for having your CV and motivation letter in English or French ready to upload
Only shortlisted candidates will be contacted.
MSF values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, color or ethnic and national origins, religion or belief, or sexual orientation.
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