DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Job Description

JOB SUMMARY:

CARE seeks a leader who will strengthen the partnership with stakeholders, develop a product vision, and manage the life cycle of a worldwide Constituent Management Platform. The scope of CARE constituents includes staff, donors, advocates, supporters, volunteer, and partners around the world. This Director of CRM will use an agile, iterative, human-centered design approach to build a deep understanding of business processes and focus primarily on supporting fundraising initiatives in the context of modern AI CRM capabilities.

This role parters with CARE’s Resource Development function to manage full donation lifecycle (prospecting, solicitation, award, stewardship) and common gift types (pledges, soft credits, matching gifts, etc.).  The Director of CRM reports to the CIO of CARE Digital function and works closely with the Fundraising and Finance teams and manages a team of technical managers, analysts, admins, developers, and technology vendors.

RESPONSIBILITIES:

Vision, strategy, and Planning 

• Collaborates with business partners and CARE leadership team to develop CRM platform vision and strategy that supports business transformation plans and the future-fit operating model.  
• Develop a practical roadmap to implement necessary capabilities and lead the execution through partnership. 
• Work with stakeholders and solution providers to manage CRM product lifecycle and Total Cost of Ownership.

Product Lifecycle Management 

• Cares deeply about the technical side of operations, understands agile application development practices in details, has strong project execution skills, and can demonstrate leadership across various functions. 
• Prepare Requests for Proposal, Statements of Work and Project Plans. 
• Procure, coordinate, and manage vendor/contractor support for custom and commercial business application systems.  

Staff and Organization Management

• Contributes to the recruiting, developing, and supervising staff in support of a high performing project team. 
• Develop and manage project scope, timeline, budget, expenses, resources, vendors, risks, issues, and communication.  
• Support, administer and enforce association policies related to human resource management and development, financial management, confidentiality, conflict of interest, acceptable use of company property and systems, diversity, and information security/privacy.  

Collaboration and Business Relationship Management

• Establishes a collaborative working environment among Business Partners, Digital Teams, and Strategic Implementation Partners by working on planning, design, and technology initiatives together.  
• Foster an environment of collaboration, inclusiveness and diversity through supervisory practices, communications, and demonstrated business behaviors. 

Required Qualifications:

- Bachelor’s or advanced degree in Information Technology, Computer Science, Business or related field
- Certified Salesforce Administrator
- 3 or more years of experience working within the non-profit industry directly with fundraising, marketing, & finance teams.
- 5 or more years of experience with evaluating, implementing and supporting enterprise CRM platforms, especially Salesforce implementation and operations in large non-profit organizations.
- 8 or more years in a leadership role with direct reports and people management responsibilities in matrix/seconded staff environment. Ability to translate and communicate complex topics in a variety of forums, tailoring communications to effectively fit and influence technical and non-technical stakeholders across multiple business units
- Hands on experience with multiple product delivery best practices (e.g. Waterfall and Agile) and user-centered design and management methods such as Lean, Scrum, Continuous Integration, and Test Driven Development

Preferred Qualifications:

- Professional certifications in either Project Management, Agile Scrum, Business Analysis, Salesforce or other relevant industry certification
- Knowledge of donor management platforms such as Classy, Luminate, Salsa, or similar is preferred
- Experience supporting donor management platforms such as Classy, Luminate, Salsa, or similar is preferred. This role directly supports the Fundraising team, and functional fundraising knowledge is essential