Associate Director, Global CRM (Salesforce)

International Rescue Committee•Nairobi, NY

6d•$113,102 - $120,000•Remote

About The Position

The Associate Director, Global CRM leads the strategy, roadmap, architecture and evolution of the International Rescue Committee’s global Salesforce ecosystem. The platform supports a multi-million-dollar fundraising operation, is used by approximately 500 staff, and is a single global, GDPR-compliant organization built on a heavily customized Nonprofit Success Pack (NPSP). IRC is evaluating a potential move to Salesforce Nonprofit Cloud and exploring responsible uses of AI, including Agentforce and integrations with models such as Anthropic’s Claude. Reporting to the Senior Director, Marketing Technology, the role combines Salesforce architectural leadership, management and development of a technical team, and an understanding of how a global nonprofit raises and manages income. The Associate Director leads Salesforce administrators, developers and a business analyst; sets standards for contractors and delivery partners; and explains technical choices and trade-offs to senior stakeholders. It is primarily focused on strategy, architecture and team leadership, while remaining hands-on when needed to design, review, prototype, configure or build solutions. In the first year, the role will build a detailed understanding of the current NPSP organization, its customizations, integrations, technical debt and users; agree a platform roadmap and delivery governance with stakeholders; identify valuable and responsible AI uses in line with data protection and AI governance requirements; and shape the team structure, working practices and partner model for the platform’s next phase. This is a fully remote position open to eligible internal candidates in the United States, United Kingdom and Kenya who have the right to work in their location. Successful candidates are hired on a local employment contract and salary scale. The role requires travel three to five times per year for in-person team time and learning and development. Compensation is listed as $113,102–$120,000 per year in the United States and £69,440–£84,058 per year in the United Kingdom; offers vary by location, experience and skills.

Requirements

Bachelor’s degree in information technology, computer science, business systems or a related discipline, or equivalent professional experience.
Significant experience leading an enterprise Salesforce platform in a complex, multi-country organization, with the architectural judgment to design and govern a large, heavily customized org.
Experience as a product or platform owner, including developing roadmaps, governing demand and prioritizing investment.
Deep knowledge of Salesforce architecture, including data models, automation, security, integration and application lifecycle management.
Hands-on fluency in declarative and programmatic development sufficient to guide and review developers’ work.
Proven experience managing and developing technical professionals and overseeing contractors, consultants or delivery partners.
Understanding of how nonprofits or comparable organizations raise and manage income, including individual and recurring giving, gift processing and donor data, and how CRM supports that work.
Experience overseeing platform operations, including incident, change and release management.
Experience with APIs, ETL processes, integration platforms and cross-system data flows.
Excellent stakeholder management and communication skills, including explaining technical options and risks to senior and non-technical audiences.
Experience with Agile delivery and tools such as Git-based source control and Jira.
Strong analytical thinking, judgment, problem-solving ability and customer service orientation.
Eligible to work in the location of employment; the role is open to candidates located in the United States, United Kingdom or Kenya.

Nice To Haves

Salesforce Architect-track certifications, such as Application Architect or System Architect; Nonprofit Cloud Consultant; Advanced Administrator; Platform App Builder; or Platform Developer I/II.
Hands-on experience with Nonprofit Success Pack and Nonprofit Cloud, ideally including an NPSP-to-Nonprofit Cloud evaluation or migration.
Experience delivering technology for fundraising, marketing, advocacy or supporter engagement teams.
Familiarity with Salesforce Account Engagement (Pardot), Data Cloud, Agentforce or comparable marketing, data and AI platforms.
Experience with enterprise architecture, DevOps, Business Intelligence, data warehousing or integration technologies.
Experience in an international nonprofit, humanitarian or mission-led organization.
Experience running a CRM across multiple countries and currencies, including under GDPR and other data protection regimes.
Experience contributing to supplier management, procurement, licensing, budgeting and technology business cases.
Hands-on development experience with Apex, SOQL and Lightning Web Components.

Responsibilities

Act as global product and platform owner for IRC’s Salesforce ecosystem, set its direction and make the case for investment.
Develop and maintain a prioritized CRM roadmap aligned with fundraising, supporter engagement, finance and programme objectives, and manage demand through a fair, transparent process.
Lead evaluation of Salesforce Nonprofit Cloud, including the business case and options appraisal and, if approved, the migration strategy and plan.
Evaluate and guide responsible adoption of AI within the CRM ecosystem, including Agentforce and external AI model integrations, while meeting data protection, security, ethical AI and governance requirements.
Assess AppExchange and other third-party products and recommend which to adopt, retain or retire.
Own platform solution architecture, including data model, automation, security, integrations and managed packages such as NPSP, Account Engagement (Pardot), Outlook integration, Blackthorn and Apsona.
Set design and build standards for declarative and programmatic development using Flow, Apex, Lightning Web Components and APIs; review team and partner work against those standards.
Reduce technical debt and ensure new work is simpler to support and prepared for future platform changes.
Oversee integrations with donation platforms, finance systems, the data warehouse and reporting tools, ensuring reliable and well-documented data flows.
Prototype, configure and build solutions when doing so is the fastest way to unblock the team or validate an approach.
Lead, coach and develop Salesforce administrators, developers and a business analyst, including recruitment, performance management, career development and workload planning.
Build a team culture focused on sound engineering practice, clear documentation and service to platform users.
Manage contractors, implementation partners and suppliers; hold them accountable for quality, cost and delivery; and contribute to procurement, licensing and budgeting.
Own platform governance, including access management, security, audit controls, data quality, business continuity and compliance with GDPR and other data protection requirements across countries.
Oversee incident, problem, change and release management, including readiness for Salesforce’s three annual releases and managed-package updates.
Oversee user support, testing and defect resolution delivered by the team and partners.
Ensure reports and dashboards provide leaders with accurate, trusted information.
Build relationships with fundraising, finance, data and programme leaders and understand how IRC raises, processes and stewards income in different countries.
Explain technical options, risks and trade-offs in plain language so senior, non-technical stakeholders can make informed decisions.