Purpose and Scope of the Job

Greenpeace East Asia (GPEA) is a leading environmental campaigning organization, working with supporters in East Asia and globally to tackle the most crucial environmental crises affecting the region and the world. The effectiveness of Greenpeace is in its ability to work to engage supporters with key environmental battles, inspiring them to take actions to make the world more sustainable. 
                
As part of the Data Insights Team within the Fundraising & Engagement (FR&E) department, the System Analyst - Salesforce will be involved in supporting various data management functions, maintaining the accuracy and quality of supporter database, campaign activities and financial income data, along with providing an understanding of supporter behavior through reports and analysis of data.  
                               
This role will:

• ensure timely and accurate processing of donation payment, income reconciliation, other administrative tasks and data requests    
• maintain accurate supporter information on the CRM system
• create and maintain various reports
• support various data management functions such as data governance, data security, data quality, documentation and knowledge base etc.  
• provide support to the users of the CRM system
• (L3 & L4) analyse supporter activity and provide audience understanding, segmentation and insights
• (L3 & L4) improve systems and business processes that will maximize financial return

This role will support the fundraising & engagement system operation across all East Asia markets – Hong Kong, Taiwan, South Korea and Japan. The Data & Systems Manager allocates team resources to various tasks depending on the priorities.  This role could be based in either one of our offices in Hong Kong, Taipei,, Seoul or Tokyo.         

Job responsibilities

• Ensure timely and accurate donation payment processing. Arrange and follow up approval on direct debit requests and help fulfill other transactions        
• Perform administrative tasks and requests (e.g. debit fail, income reconciliation, reporting, preparing and updating payment and supporter data, liaising with banks and payment gateways on payment issues, sending and tracking of donor pledges/ letters, annual receipts, dealing with bounce backs from mailing programmes, etc.) 
• Ensure all bank statements and documents are in line with the actual transactions
• Produce and maintain regular payment status report    
• Maintain data quality and integrity of CRM records
• Document business and operational practice
• Maintain all communication/transaction details in the CRM system    
• Provide various reports
• (L3 & L4) Perform regular or ad hoc analysis of data stored in the CRM system or other systems to inform fundraising and engagement activity            
• (L3 & L4) Maintain and segment our supporter database to enable tailored supporter journey and communication
• (L3 & L4) Identify key behavior research trends and track impact on supporter
   

Competencies Profile

Skills and Expertise required

• Degree in information technology, computer science, engineering, business analytics, statistics or a related field.
• Demonstrated experience in Salesforce CRM administration. Salesforce Administrator certification is highly regarded.
• Proficiency in SQL 
• Fluency in written and spoken English. Other languages such as Cantonese, Mandarin or Korean would be highly regarded.
• Strong communication skills and ability to communicate complex problems or analysis in plain English. 
• (For L3 & L4) Work with Business Intelligence, data warehouse and analytics software such as Tableau, R, Python etc. would be highly regarded.
• (For L3 & L4) Demonstrated experience in financial and/or customer analysis using multiple data sources would be highly regarded.
   

Specific Work Environment

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