Product Specialist – Email and SMS Platforms

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 50 countries and more than 25 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

This position will sit within the Marketing Technology department, working closely with the IRC’s External Relations team. Marketing Technology is responsible for the supporter management platforms (CRM, website, email marketing, donation platforms…) that power the External Relations department. Comprised of Private fundraising, Communications and Advocacy, the External Relations department is at the beginning stages of crafting a new progressive and daring strategy that will improve IRC’s ability to ‘punch above its weight’ in private income, advocacy and brand awareness, enabling the organisation to have the resources needed to continue serving over 20 million people worldwide, shape the humanitarian sector by influencing key policies and reforms and build and grow IRC’s reputation.

Job Overview/Summary:

With a primary focus on Email and SMS, the Product Specialist provides cross-functional support for core supporter journey, web, and donation platforms, directly tying the Specialist’s day to day activities with the delivery of the organisation’s digital fundraising ambitions. In addition to campaign management, and ongoing maintenance of email and SMS platforms, they work closely with Marketers and Product Managers to maximise the benefits of technology for IRC’s fundraising campaigns. They play a significant role in ensuring the platforms are fit-for-purpose for IRC’s ambitions, ensuring team members are trained and supported in using the various tools available. They are passionate about marketing and fundraising technology, continually looking to learn and explore new opportunities for campaign success, as well as being data driven and excelling at problem solving and analytical thinking.

Major Responsibilities:

1. Support business teams in using the current IRC platforms, particularly IRC’s email and SMS toolsets, by:

a) Educating users on tool capabilities (new and current users)

b) Providing technical production support on an as needed basis.

c) Enable test & control methods to improve platform performance and convert supporters.

d) Handling expectations for functionality with key partners.

e) Monitoring the overall health of platforms and processes.

f) Assist fundraising team in building new features and functionality (e.g. email and SMS journeys, events, forms, pages).

2. Support platform administration for key IRC fundraising platforms, configuring and conducting QA testing of system features, managing user profiles, and ensuring day-to-day operation and backups.

3. Liaise with IRC’s platform contacts to debug issues or resolve queries as needed.

4. Working with Marketing Technology’s CRM and Integrations and Automations teams to consider these platforms in any data and segmentation planning needs.

Key Working Relationships:

Position Reports to: Lead Product Manager, Website and Supporter Journeys

Minimum Requirements

• Associates Degree or equivalent experience or coursework

• 2-5 years of digital fundraising and email marketing experience

• Proficient in generating and applying business insights to improve platforms

• Experience and/or an understanding of Salesforce and how Salesforce works with other core Marketing Technologies.

Preferred Additional Qualifications

• Experience with common email marketing tools such as Pardot/Account Engagement, journey flows, best practices, triggers, segmentation, suppression rule management, and customer mapping.

• Experience with SMS tools such as Upland/Mobile Commons and Twilio, list management, growth and platform optimization.

• Experience on a fundraising or marketing team in a non-profit or agency setting.

• Experience with donation/e-commerce platforms, and web-based content management systems (CMS) such as Drupal or WordPress.

• Strong attention to detail, with the confidence to lead and oversee work end-to-end, collaborating closely with markets and with minimal error.

• Excellent communication and interpersonal skills: a proven track record to communicate and collaborate closely effectively and respectfully with colleagues, vendors, and consultants.

• Strong organisational and time-management skills. An ability to formulate processes and formalise initiatives to roll them out to core teams ensuring standard methodology and housekeeping. Along with the ability to plan for and manage multiple projects while working in a fast-paced, highly technical environment with strict deadlines.

• A desire to empower the team and provide them with the vital knowledge and training so that they can be self-sufficient.

• Proficiency with MS Office software (Word, Excel, PowerPoint) and Google Drive (Docs, Sheets)

• Experience with project management and task tracking tools such as Monday.com

• Flexible and proactive work attitude: ability to work efficiently and independently as well as in a team within a collaborative, demanding environment.

• Experience working with monitoring tools such as SEO, web analytics and email deliverability tools (Monsido, Google Analytics, Google Postmaster, Inbox Monster, Kickbox or similar tools)

• Some working understanding of global accessibility and data privacy standards (GDPR (UK), BDSG (Germany), IMY, PTS (Sweden) and AA standards/CCPA (US))

• Korean, German, Spanish, Swedish, French language skills a plus

Working Environment:

A collegiate environment working collaboratively across IT and broader IRC. Strong sense of transparency and accountability to ensure we are doing right by our beneficiaries and donors, exemplifying the IRC Way.

This position is fully remote. The post holder will be required to travel to 1-3 times per year for in-person time with team and learning development opportunities.

Compensation:

Posted pay ranges apply to US and UK-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

US Benefits:

The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.

In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.