PSP Associate (Salesforce Database)

UNHCR - United Nations High Commissioner for Refugees; Kuala Lumpur; Sur place; MYR 70 000 - 110 000; Plein temps

Résumé du poste

UNHCR Malaysia is seeking a PSP Associate (Salesforce Database) to manage donor data, perform migrations, and generate insightful reports. You will work with Salesforce, ensure data accuracy, and support fundraising through effective BI and analytics.

The role involves cross-functional collaboration, project-based tasks, and ensuring compliance with data protection standards in a non-profit context. Strong English and Malay are required.

Qualifications

• Proficiency in written and spoken English and Malay.
• Knowledge and experience of CRM systems, preferably Salesforce.
• MS Office, especially Excel, and data management tools.

Responsabilités

• Support data migration between legacy and new donor platforms, coordinating with stakeholders.
• Perform data maintenance, validation, and monthly donation processing tasks.
• Create reports and dashboards in Salesforce to support fundraising programs.
• Provide documentation and user training for new features and enhancements.
• Collaborate with internal and external teams to meet BI requirements within a project management framework.

Connaissances

English proficiency

Malay proficiency

CRM systems

Salesforce

MS Excel

Formation

High school diploma or Bachelor's in IT/IS

Outils

Salesforce

Description du poste

Deadline for Applications November 11, 2026 Hardship Level (not applicable for home-based) A (least hardship) Family Type (not applicable for home-based) Family Staff Member / Affiliate Type UNOPS LICA6 Target Start Date 2026-11-17 Terms of Reference

UNHCR is the UN Refugee Agency and takes the lead in providing international protection for 108.4 million refugees and displaced people worldwide.

Private Sector Partnerships Services (PSP) is a fast growing global division with offices in over 30 countries across the world. We have raised financial contributions, engaged the public in support of the refugee cause, and broadened the size and scope of partnerships with corporations, foundations, and philanthropists. Our ambition is to quickly grow in size, scale, and global reach. The UNHCR Private Sector Partnership (PSP) launched Private Sector fundraising activities in Malaysia in 2017. The development of this market will support the global organization in expanding its supporter base and building stable and predictable income stream from the private sector within Malaysia. Ultimately, UNHCR Malaysia can provide even more support to refugees and other persons of concern. As in other markets PSP operates in, a PSP goal in Malaysia is to establish a sustainable source of funding through monthly donors to be recruited by several acquisition channels i.e. face to face fundraising, online, and telemarketing. UNHCR operations in Malaysia, currently benefiting 170,000 refugees and other persons of concern, provides an excellent operational context to present UNHCR to the public in a compelling manner and to seek financial support from individual donors in support of UNHCR programs in Malaysia and worldwide. PSP activities in collaboration with other units also contribute to raise UNHCR brand awareness and improve public perceptions on refugees. Due to the size of the database and the diversity of the donors recruited, the office also operates a complex donor relationship management. PSP activities in Malaysia span across Individual giving (IG) and Private Partnerships and philanthropy (PPH). IG strategies encompass the acquisition of individual donors via a mix of channels such as Face to Face, Digital, Telemarketing, Direct Response Television (DRTV), and Acquisition Mail as well as stewardship communication via telemarketing, email and direct mail. PPH strategies play a growing role in the fundraising portfolio of targeting corporates, foundations, High Net Worth Individuals, and Islamic philanthropy.

As part of the UNHCR Business Transformation Programme (BTP), UNHCR has adopted Salesforce as the platform for CRM implementation of fundraising and engagement and management systems. Over the next few years, UNHCR will work with key system integrators to migrate other existing donor databases as well as set up new markets using Salesforce as the database of record to manage all individual giving, leadership giving/partnerships as well as digital donors relationships, income management, reporting etc. In this context, PSP Malaysia has worked with UNHCR regional team and will be soon migrating the current database to Salesforce which is requiring an expert in order to manage it effectively with advanced analysis, segmentation, prospecting, and overall fundraising reporting to further marketing activities and income generation.

We are looking for PSP Associate (Salesforce Database) who is passionate about drawing business insight, informing decision-making, and providing responsive program development and impactful reporting to stakeholders to support the successful delivery of UNHCR private sector Partnerships strategy in Malaysia.

Purpose and Scope of Assignment

Project: Salesforce Database Migration Phase 1: Project Implementation

• Support project activities of data migration between the legacy and the new system, liaising with relevant project stakeholders
• Monitor and ensure consistency of migrated data across multi-channels. Inform and advise the supervisor in case of data inaccuracy and special occurrences
• Perform user acceptance tests on the functions and operational effectiveness of the new system
• Undertakes other duties as assigned by supervisor

Phase 2: System Administration and Maintenance

• Database Administration and Maintenance tasks
• Perform regular data administration tasks such as processing monthly donations transactions (Debit card, Credit card, Direct debit, and other payment methods), monitoring regular automated data feeds into Salesforce, maintaining data consistency, and uploading data from other channels/campaigns manually when needed
• Perform basic configuration on database platform, and general administration tasks such as new Donor Database System, new users, and permissions
• Inform and advise the supervisor in case of data inaccuracy and special occurrences
• Act as a focal point and handling of database operation issues, following defined support procedures and working with relevant internal and external parties as required
• Support database enhancement process for new desired features and/or new systems, liaising with local, regional, and global UNHCR teams
• Perform testing of enhancements and provide user training with documentation
• Ensure that PSP Malaysia meets the highest standards of data protection and privacy laws

Analytics, Reporting & Modelling

• Create performance dashboard and reports in Salesforce, to support PSP in the day-to-day operation and to reach programmes’ objectives
• Analyze payment approval rate stability by monitoring successful payment rate, unrealized donation rate and unsuccess transactions volume
• Create new and amend existing reports and dashboards for analysis and segmentation purposes
• Present written and verbal analysis, reporting, modeling, and research findings to key stakeholders by synthesizing complex data and concepts into easy-to-comprehend and comprehensive presentations for programmes to support fundraising activities.

Project and Stakeholder Management

• Work with a range of internal and external stakeholders to satisfy their business intelligence requirements for analysis, report creation, data extracts, data mining, and data modeling within a strong project management framework
• Administrative tasks supporting assigned projects
• Undertakes other duties as assigned by supervisor

Monitoring and Progress Controls

• Support is provided in a timely and professional manner
• Data Maintenance and payment processing tasks are undertaken when needed
• Training and documentation are provided
• Reports and Dashboards are created and maintained as is necessary
• Support to upgrade project is provided when required

Qualifications and Experience

a. Education

• Completion for high school diploma or the Bachelor is desirable in IT system management or Information Systems Management, or other related fields.

b. Work Experience

• Minimum 3 years of relevant work experience for high school diploma or 2 years of experience with Bachelor or higher in database management, payment management or IT system management proved to be relevant to donor or membership database management.
• Proven experience in a fundraising or sales environment working on donor/customer care and data processing.
• Proven experience in managing donor or customer records within a customer relationship database
• Work experience with Salesforce is strongly preferred as is any experience with fundraising and not-for-profit operations.

c. Key Competencies Required competencies:

• Proficiency in written and spoken English, Malay.
• Knowledge and experience of CRM systems - preferably Salesforce
• Knowledge of MS office especially MS Excel
• Attention to details, high accuracy and result oriented
• Ability to collaborate with others, with a flexible and positive attitude
• Strong communication and interpersonal skills
• Able to work independently and under pressure
• Statistical and mathematical competencies

Standard Job Description

Required Languages Malay , English , Desired Languages , , Additional Qualifications Skills Education Certifications Work Experience Other information This position doesn't require a functional clearance Remote No

EEO/DEI Statement

The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.

Disability Inclusion

Disability inclusion If you are a person with a disability and you expect you may face challenges during the recruitment process, you can indicate it in your application form. There are options to select any health conditions you may have and outline any necessary adjustments related to disabilities during the recruitment phases. Providing this information is optional. It will be treated as strictly confidential and used only for the purpose of finding out how to better assist you during the recruitment process. Adjustments for candidates with disabilities will be provided as best as possible and as needed upon request. All candidates will be assessed based on meeting the requirements for each vacancy in relation to experience, skills, and education.

Why a career with UNHCR?

With 18,879 women and men working in 137 countries, we work tirelessly to make a difference in the lives of 89.3 million forcibly displaced people worldwide. Our dedicated and professional staff work around the clock in roles including legal protection, community services, public affairs, health and more. Despite the challenges they can face, our staff are proud to work for UNHCR and determined to make a positive impact. Our dedicated staff work to protect and assist people fleeing conflict and persecution at a time when global forced displacement is at a record high. Our colleagues bring a wide range of specialized skills, including expertise in legal protection, administration, community services, public affairs, health and other disciplines.