Overview
UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them reach their full potential from early childhood through adolescence.
At UNICEF, what we do for children is more than a job – it is a calling. We offer staff diverse opportunities for professional and personal growth and a culture that values purpose, diversity, and high performance.
Purpose of Assignment
The UNICEF Latin America and Caribbean Regional Office is based in Panama and operates in 36 territories, including 24 country offices. This role supports the Digital Delivery Manager and the Global SES Team in gathering business requirements, redesigning processes, and providing testing, training, reporting, and implementation support for Salesforce and SES solutions across the LAC region.
Scope of Work
The specialist will finalize SES implementation in one (1) market (Peru) during the consultancy, identifying and articulating specific CRM requirements and providing design, testing, training, and go‑live support within an AGILE framework.
Responsibilities
Identify and document CRM requirements in collaboration with UNICEF offices.
Work with local market teams, HQ, and vendors to deliver a Salesforce‑based solution.
Maintain clear, continuous communication with stakeholders throughout the project lifecycle.
Provide feedback on system design and champion regional needs in global solution updates.
Document current fundraising processes through user stories and support Agile backlog grooming.
Analyze business decisions from a fundraising and supporter experience perspective, recommending cost‑effective enhancements.
Support the implementation of core Salesforce functionality and recommend product enhancements.
Ensure integrity of back‑office processes and streamline where possible.
Develop readiness checklists and collaborate on go‑live activities with business owners.
Contribute to the development of SES Deployment Suite assets and guide local implementations.
Serve as a liaison between global product and localization requirements.
Maintain documentation of best practices, manage knowledge‑management activities, and share insights.
Keep the LACRO Digital Space updated with relevant SES information and monitor implementation plans.
Collaborate with local third‑party providers to produce training materials and risk‑management guides.
Track and update RACI responsibilities, identify next steps, and advise on scopeting.
Deliverables (Per Market)
Lead business requirements during Salesforce implementation – complete weekly RACI, progress reports, and SOPs for each market.
Guide third‑party agencies for localization and deliver training to 2‑5 agencies.
Plan and execute user testing, including end‑to‑end testing and go‑live checklists.
Support go‑live of the SES platform, deploying customized Salesforce instances and delivering reports and dashboards.
Provide post‑deployment support during the HyperCare phase with backlog management.
Qualifications
Advanced university degree in Nonprofit Management, Marketing, Communication, Business Administration, Engineering, or a related field; alternatively, a first degree plus two additional years of professional experience.
Minimum five (5) years of progressively responsible project management or marketing management experience.
Proven knowledge of fundraising business processes in both local markets and global organizations.
In‑depth experience with Salesforce (Sales Cloud, Non‑profit Success Pack) and related integrations; knowledge of Donor Perfect is an asset.
Experience with Agile development, DevOps, and testing methodologies.
Strong analytical, problem‑solving, and communication skills.
Proficiency in English and Spanish; knowledge of Portuguese is an asset.
Skills and Competencies
Strong analytical skills and problem‑solving mindset.
Experience training and upskilling teams.
Excellent written and oral communication, translating complex requirements into technical language.
Professional technical knowledge of DevOps tools.
Experience developing business requirement documents.
Equal Opportunity Statement
UNICEF is an equal‑opportunity employer. We value diversity, inclusion, and provide reasonable accommodations. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexuality, age, national origin, disability, or any other protected characteristic.
Contact
Visit our website to learn more about what we do at UNICEF: www.unicef.org/lac.
#J-18808-Ljbffr