CRM Product Owner

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 CRM Product Owner, you manage and optimize our CRM platform, primarily HubSpot, to increase donor engagement, improve the efficiency of fundraising campaigns, and ensure a smooth, personalized donor experience. You focus on delivering effective CRM solutions, working closely with a collaborative team to drive the success of our fundraising efforts.

Under the supervision of the Support & Solutions manager, you will join this new team, composed by a Fundraising data manager and a Donors hub product owner, and you will play a key role in optimizing our fundraising efforts and supporting our mission. 

MAIN RESPONSIBILITIES

Management of the HubSpot CRM platform

• Manage the daily operations of the HubSpot platform, including configuration, maintenance, and optimization of tools for fundraising (email automation, segment management, workflows, reporting, etc.), and collaborate as needed with other product owners (website, payment platform, donor database, etc.) when there is a connection to HubSpot

• Work with IT and support teams to integrate HubSpot with other tools/systems to ensure optimal data flow

Cleaning the HubSpot database

• Implement regular checks and data cleaning (duplicates, incomplete information, etc.)
• Optimize the data import process; coach users on best practices for data completion to maintain a high level of data quality

Data analysis and reporting

• Analyze CRM campaign performance and produce regular reports in collaboration with the data analyst.

• Propose corrective actions or optimizations related to CRM to maximize fundraising results

Continuous improvement

• Identify and implement new CRM features or processes to enhance the efficiency of fundraising operations and contact management

• Translate functional needs into system requirements and/or data solutions within our existing technology (or recommend additional tools)

Training and daily support for internal teams

• Train teams on best practices for using the HubSpot CRM platform and on new features or processes. Create and update documentation and processes related to CRM

• Provide technical support: respond to internal team queries with the assistance of HubSpot support or a certified external HubSpot provider (if necessary)

Project management:

• Manage priorities for CRM development and implementation in close collaboration with technical teams (IT, development, etc.)

REQUIREMENTS

Experience

• Minimum of 3 years’ experience in managing a Customer Relationship Management (CRM) tool, preferably in a Fundraising context

• Hands-on Experience with HubSpot and its functionalities

• Experience with CRM systems in an international NGO or with MSF is an asset

Competencies

Technical Skills

• Proficiency with HubSpot CRM: Expertise in managing HubSpot and utilizing its diverse functionalities, including CRM operations, automation, reporting, segmentation, and more

• Project Management Tools: Strong knowledge of project management software such as Jira, Trello, and similar platforms

• Agile Methodology: Solid understanding and application of Agile management principles, ensuring efficient and adaptive workflow processes

Marketing Skills

• Inbound Marketing Expertise: Familiarity with inbound marketing strategies, enabling effective and audience-focused campaign execution

Analytical Skills

• Data Analysis Proficiency: Ability to analyze complex data sets, interpret performance metrics, and translate findings into actionable strategies that enhance fundraising outcomes

• Problem-Solving Mindset: Capacity to identify inefficiencies, propose concrete solutions, and optimize processes to drive tangible results

Personal Qualities

• Results-Oriented and Organized: A structured and methodical approach to tasks, focused on achieving high-impact results

• Teamwork and Multitasking: Exceptional ability to collaborate effectively with cross-functional teams while managing multiple projects simultaneously

• Passion and Dedication: A genuine commitment to the humanitarian sector and fundraising, driving purpose-driven work

• Motivation and interest to work with a humanitarian organization, and particularly with MSF

Communication Skills

• Effective Communication: Skilled in delivering clear, concise, and professional communication with internal teams and external partners

• Collaboration and Support: Strong interpersonal abilities to foster collaboration, build productive relationships, and create a harmonious work environment

• Proactive and Empathetic: A proactive approach to problem-solving combined with empathy, ensuring issues are resolved efficiently while maintaining open, constructive communication

Languages

• Proficiency in both written and spoken English is mandatory

• Good knowledge of French and Dutch is an asset

CONDITIONS

• Expected starting date: As soon as possible

• Location: Brussels (Belgium) 

• Contract type: open-ended contract – full-time – Maximum 50% homeworking possible per week

• Salary according to MSF-OCB HQ grid

• Meal Vouchers - Hospital Insurance (DKV) – Pension Plan – 100% reimbursement for public transportation costs

• Adhere to the MSF principles and to our managerial values: Respect, Transparency, Integrity, Accountability, Trust and Empowerment

• Adhere to the MSF Behavioral Commitments

Deadline for applications: 9th of April

How to apply?

➢ Submit your application via the 'Apply here' button

➢ 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 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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