Manager (Engagement & Systems), CED

Description of Division: MSF’s Communications and Engagement Division (CED) works alongside MSF Family to foster public trust, build mindshare and public goodwill through proactive, transparent, consistent and data-driven communications and engagement efforts Brief Description of the Role: The officer will manage the Customer Relationship Management (CRM) system while supporting volunteer engagement initiatives across MSF programmes. This role combines volunteer coordination, systems administration, and technology innovation to enhance volunteer experiences and programme effectiveness.

Key Responsibilities: Customer Relationship Management System Administration • Oversee daily operations of the CRM, working with programme teams to ensure accurate data entry and maintenance of volunteer records, opportunities, and attendance tracking • Provide user support and training to programme staff on system functionalities • Generate reports on volunteer participation, trends, and programme impact • Coordinate system enhancements and troubleshoot technical issues Volunteer Engagement and Communications • Develop and implement engagement initiatives to enhance volunteer experience and satisfaction • Coordinate volunteer recognition programmes and feedback collection • Liaise with programme teams to understand volunteer needs and optimise placement processes Technology Innovation and Process Improvement • Identify opportunities to leverage technology solutions for improving volunteer management processes • Research and evaluate new digital tools and platforms that could enhance volunteer engagement • Collaborate with IT teams to implement system improvements and integrate new technologies • Stay updated on emerging trends in volunteer management Project Management • Lead cross-functional projects related to volunteer engagement initiatives and system improvements • Manage project timelines, resources, and stakeholder communications • Coordinate implementation of new processes, systems, or engagement programmes from conception to delivery

Requirements: • Background in Communications, Information Systems or related field • Strong interest in technology with ability to understand use cases and match them with appropriate tech solutions • Excellent communication and stakeholder management skills • Problem-solving mindset and adaptability to changing requirements Preferred: • Experience with database management and/ or CRM systems • Understanding of data protection and privacy regulations • Knowledge of volunteer motivation and retention strategies