The CRM manager is the leader of development, support, and ongoing innovation for HOPE International’s Customer Relationship Management system (Salesforce NPSP) and related applications. The CRM manager directly supervises the CRM team staff, while providing project management leadership on a portfolio of projects. In this role, s/he is responsible for the coordination of cross-functional working groups between the development, marketing, finance, and technology teams to enhance the donor experience and internal operations for HOPE International.
Promote and fulfill the mission and vision of the organization.
CRM Team Management
Directly supervise the staff and activities of the CRM team, investing in their personal and professional development
Lead agile prioritization and management of constituent development proposals, assigning staff resources to the appropriate work channels and liaising with department leaders regarding requests and roadmaps
Direct the CRM team’s helpdesk support delivery functions to ensure timely, accurate, and professional service delivery
Manage the CRM bi-annual budgeting process and advise departmental leaders on CRM-related budgetary matters
Promote and oversee strategic relationships between internal resources and external entities, including vendors, consultants, and partner organizations
CRM System Development & Management
Lead ongoing development, management, and optimization of HOPE’s CRM instance (Salesforce NPSP) and related financial, reporting, and marketing applications in compliance with security, data privacy, and organizational needs
Provide project management leadership on critical improvement or implementation projects, while working with other project leads to guide a portfolio of projects
Lead a cross-functional change advisory group in assessment of relationship management and constituent needs and implementation of solutions, including leading technical advising, pipeline/channel management, and business analysis
Collaborate with cyber security officers and internal audit resources to ensure the integrity of the CRM system, data, and operations.
Lead and advise the acquisition, development and implementation of any new CRM software and related applications across the organization.
Strategy Development & Implementation
Serve as a technical expert and advisor in cross-departmental strategic planning teams to inform platform development and innovation
Align CRM work plans and system development cycles to accomplish strategic plan goals, with regular reporting on goal progress and achievement
Advise and educate HOPE International leadership on the impact of new technical applications and their applicability to HOPE’s requirements
Personal confession of Christian faith and commitment to the mission and vision of HOPE International.
Minimum 3-5 years of experience in CRM system administration required
Minimum of 2 years team leadership or project management required
Experience in non-profit or financial technology services sectors strongly preferred
Salesforce certification required; experience in other CRM platforms and applications is a plus
Bachelor’s degree in information or computer science, finance, business management, or related field required
Demonstrated excellence in cross-team communication and organizational skills; experience with scrum and agile processes required, while PMP, Six Sigma, Agile, ITIL, etc. certifications are a plus
Creativity, flexibility, and the ability to manage people gracefully under pressure and with competing priorities
Strong analytical and technical problem-solving capacity
Demonstrated desire to help people that have been brought low by poverty or other circumstances regain hope, dignity, and ability to support themselves and their families
HOW TO APPLY
Apply online at https://www.hopeinternational.org/take-action/careers. Due to the anticipated volume of candidates, we are unfortunately unable to respond to phone calls or individual inquires.