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:

• Hire, lead, manage, and mentor a team consisting of a Data Analyst, CRM Product Owner and a Donors hub Product Owner
• Set clear goals, provide guidance, and offer constructive feedback to ensure high performance and professional development of each team member
• Foster a collaborative, solution-driven environment that promotes teamwork and accountability
• Manage/ optimize the priorities, capacities and resources across the different work streams
• Conduct regular performance reviews and support team members with training, growth opportunities, and problem-solving

Support & Solutions Management:

• Oversee the team’s support functions, ensuring timely and accurate resolution of technical issues and requests from clients or internal stakeholders
• Develop and maintain robust support processes and escalation procedures to enhance operational efficiency
• Analyze data and feedback to identify recurring issues and develop solutions to prevent future occurrences
• Provide proactive solutions to address business challenges and continuously improve support workflows
• Propose innovative solutions

Website Product owner:

• 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
• Respond to specific needs for new designs, improved user experience or more advanced front-end functionality
• 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
• Work closely with our backend agency and our internal technical expert to ensure smooth integration of Drupal CMS updates
• Create and manage the donation pages (E-commerce) for the fundraising part managed via the payment platform

Collaboration and Stakeholder Management:

• Work closely with cross-functional teams, including IT, to ensure smooth execution of projects and alignment of goals
• Communicate effectively with key stakeholders, both internally and externally, to ensure the team is providing the right solutions and driving communication and fundraising success
• Prioritize and manage multiple projects, balancing short-term support issues with long-term solution development

Reporting and Continuous Improvement:

• Develop and present regular reports to management on team performance, project progress, and any issues or challenges faced
• Analyze team performance metrics and identify areas for improvement, implementing changes as necessary.
• Leverage feedback and data to enhance overall service delivery and solution efficiency

REQUIREMENTS

Education & Experience

• Bachelor’s degree in computer science, Information Technology, Business, Digital Marketing or a related area of study (Master’s degree preferred) or equivalent through experience
• Minimum 5 years of experience in a communication and fundraising digital support or solutions management role, including team leadership and management experience
• Strong experience in website user experience and functionalities optimization
• Experience with project management tools (e.g., Jira, Trello, Asana) and methodologies (Agile/Scrum preferred)
• Experience in capacity management

Competencies

• Strong analytical abilities with experience in managing data analysis and reporting

• Familiarity with CRM and hubs systems and practices (Salesforce, HubSpot, or similar platforms)
• Excellent problem-solving skills, with the ability to troubleshoot technical issues and propose effective solutions
• Effective communicator with the ability to work across diverse teams and present complex ideas clearly
• Leadership and mentoring skills, with the ability to develop team capabilities and encourage professional growth
• Understanding of digital marketing and customer journey strategies
• Strong interest and motivation to work within a humanitarian organization, and more particularly with MSF

Languages

• Proficient level in English and French, both spoken and written, is mandatory
• Good knowledge of Dutch is an asset

CONDITIONS

• Expected starting date: As soon as possible
• Location: Brussels (Belgium)
• Contract type: Open-ended contract – Full-time – Up to 50% homeworking per week
• Salary according to MSF-OCB HQ salary 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: 13^th of February 2025