CRM Systems Manager

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Mission: To invest in the dreams of families in the world’s underserved communities as we proclaim and live the Gospel.

Method: We share the hope of Christ as we provide biblically based training, saving services, and loans that restore dignity and break the cycle of poverty.

Motivation: The love of Jesus Christ motivates us to identify with those living in poverty and be His hands and feet as we strive to glorify God.

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 and a strategic change advisory board between the Development, Marketing, Finance, and Technology teams to enhance the donor experience, internal operations, and strategy for HOPE International.

Promote and fulfill the mission and vision of 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
– CRM Team Management
Directly supervise the staff and activities of the CRM team, investing in their personal and professional development
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, maintenance, 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
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
Provide project management leadership on critical improvement or implementation projects, while working with other project leads to guide a portfolio of related projects
Facilitate a cross-functional change advisory board 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.

Personal confession of Christian faith and commitment to the mission and vision of HOPE International.
Work experience:
– Minimum 3-5 years of experience in CRM system administration required
– Minimum of 2 years team leadership and project management experience required
– Experience in non-profit or financial technology services sectors strongly preferred
Salesforce experience required; Salesforce certification and 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 agile processes required, while PMP, Six Sigma, 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
Ability to communicate technical solutions, strategies, and value with business leadership
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

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