Avis de recrutement : PAM recrute un(e) Gestionnaire des opérations basé en Allemagne.

 

 

 

 

 

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

The United Nations World Food Programme (WFP) is the 2020 Nobel Peace Prize Laureate. WFP is the world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters and the impact of climate change. Around 14,000 people work for the organization, most of them in remote areas, directly serving the hungry poor. ShareTheMeal is WFP’s fundraising and awareness-raising app. Free to download, the award-winning app is a pioneering way for people to join our efforts in creating a world with zero hunger. ShareTheMeal was launched in 2015 as the first pilot of WFP’s Innovation Accelerator and is part of WFP’s Private Partnerships and Fundraising Division. ShareTheMeal currently has more than 3,7 million users worldwide, who have shared more than 100 million meals. WFP is pursuing an ambitious growth strategy for fundraising from individuals, and ShareTheMeal is a key driver for this strategy going forward. The team, located partly in Berlin and also remotely, is focused on increasing the funds raised to help get to zero hunger by further developing the app to include new and innovative features, increasing the engagement of existing users and growing the user base through marketing and communication initiatives. As the user base has grown, there is a significant opportunity to increase funds raised from existing users and deliver an exceptional experience to build a long-term relationship with each supporter.

ACCOUNTABILITIES / RESPONSIBILITIES:

The Senior Customer Relationship Manager (CRM) Consultant, reporting to the Head of Growth Marketing for the ShareTheMeal initiative, is expected to:

  1. Take a leading role in the CRM technology for STM and provide guidance to team members in order to deliver a robust engagement and retention strategy to increase ShareTheMeal key metrics.
  2. Drive the recruitment and training process to empower the team to ensure timely and high-quality performance.
  3. Work side by side with the Head of Growth Marketing to identify growth levers through incremental proposals and proactive strategy recommendations.
  4. Coordinate cross-functional stakeholders within ShareTheMeal: Data, Product, Tech, Content, QA, Design and Marketing on an ongoing basis to meet deadlines and goals.
  5. Own the CRM plan and strategy on all channels (email, Push, In-app), platforms (Android, iOS, Web) and segments (from prospects to high value donors) with full ownership of all relevant engagement KPIs with the accountability to build long-term and high value relationships with ShareTheMeal users.
  6. Develop and lead an aligned CRM roadmap and empower the team for its successful launch though workflow, task management and process implementation, ideally with Agile methodologies.
  7. Implement a test and learn approach to identify growth opportunities and drive on-going improvements.
  8. Stay up-to-date on fundraising and app best practices to bring new initiatives and approaches to the team.

EXPECTED DELIVERABLES

  1. Optimization of welcome emails and web journey to help drive better engagement.
  1. A robust CRM cross-sell strategy for single donors to help drive sustainable income stream.
  2. Successful CRM audits to uncover and address potential areas of improvement, ensuring our CRM program remains consistently effective.

EDUCATION

A master’s degree in marketing, advertising, media, communications, computer science or another relevant field; Braze certificate is a plus.

TECHNICAL SKILLS

  • Experience in managing a Growth/CRM team.
  • Strong leadership and decision-making skills.
  • Strong technical experience working with mobile marketing automation platforms, ideally Braze.
  • Strong analytical experience working with data visualization tools such as Metabase, Tableau, Firebase and Excel.
  • Excellent understanding of email deliverability, reputation and HTML best practices.
  • Experience with highly personalized campaigns and dynamic content-coding, ideally Liquid.
  • Exceptional strategic market expertise of European, especially Germany, and American markets.
  • Superior ability to effectively lead cross-functional projects with internal and external stakeholders.
  • Outstanding project management skills and communication skills, with an ability to plan, prioritize and work to tight deadlines.
  • Agile mindset and knowledge of lean and agile methods and frameworks, ideally certified Scrum Master.

SOFT SKILLS

  • Superior interpersonal and relationship management skills in a complex multi-national and multi-cultural environment.
  • Fully committed and motivated to achieve the aims of the World Food Programme.

LANGUAGE(S)

  • Excellent command of spoken and written English.
  • Intermediate knowledge of German and Spanish would be a plus.

Deadline for submission of applications: 13 July 2023 23:59hrs CST

Application process