DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
CARE
Official EntityJob Description
Overview of the role and responsibilities
| Work Location : US - Atlanta, GA | Type of Post : Not Applicable |
| Other Possible Location : | Funding : APPROVED |
| Expected Travel : up to 10% | Type of Contract : |
| Language Requirement : English | Application Deadline : |
| Employee Duration : Full-Time |
USA Grade D
* Starting salaries are based on various factors, including candidate experience, education, knowledge, skills, and the cost of labor where the job is based. Salaries listed only apply to jobs based in the US.
Who We Are:
As a global leader, CARE is shaping the future of the humanitarian and development sector. Each year, we deliver support and services to millions of people globally. We do this by focusing on our mission and vision, and the values of equality and excellence that guide our organization. We seek dedicated individuals who align with our mission and are passionate about making it a reality by collaborating with others, embracing learning and innovation, and delivering results.
What We Are Looking For:
At CARE, we value diversely talented people who can bring different experiences and perspectives to our organization. We know that not all applicants will have every skill and qualification. We encourage everyone who meets the minimum required qualifications to apply. Having one or more of the preferred qualifications will strengthen an application. But, even if you are earlier in your career or followed a non-traditional educational or professional path, we hope you will consider a career atCARE.
Job Title: DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Job Location(s): US - Atlanta, GA
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:
- Candidates must live on the East Coast/EST time zone for consideration.
- Bachelor's or advanced degree in Information Technology, Computer Science, Business or related field
- Certified Salesforce Administrator
- Salesforce NPSP (Nonprofit Service Pack)
- Three (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
There are individuals who may use CARE’s name and trademark in emails and on websites in an attempt to solicit fees from interested job-seekers. Some examples of these fees are placement fees or immigration processing fees. CARE does not use recruiting or placement agencies that charge candidates an up-front fee of any kind. Occasionally, CARE does employ recruiting or placement agencies to help us identify candidates for specific employment within CARE. If you’re contacted by a legitimate recruiting or placement agency, there should be no charge to you. If you suspect that you have been a victim of fraud from someone purporting to be CARE, please contact us at legal@care.org. Please do not email legal@care.org to apply for this position. Instead, click "apply now" below in order to submit your interest.
CARE is an Equal Opportunity employer. We provide equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, religion, ancestry, national origin, age, disability, marital status, or veteran status, or any other characteristics protected under applicable law.
Starting salaries are based on internal equity, candidate experience, and the cost of labor where the job is based. Salaries listed only apply to jobs based in the US.
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CARE
VERIFIED COMPANYCARE International is a leading humanitarian and development organization committed to fighting poverty, reducing inequalities, and helping to save li...
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