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Operation Smile · 1 week ago

CRM Data Manager

Virginia Beach, VA

Full-time

Hybrid

Mid, Senior Level

$71K/yr - $89K/yr

3+ years exp

Operation Smile is a nonprofit organization focused on providing essential medical care to children. They are seeking a CRM Data Manager to oversee donor databases, execute segmentation strategies for fundraising campaigns, and ensure data accuracy and integrity through quality assurance protocols.

Health CareMedicalNon Profit

Responsibilities

Facilitate career development of team members by providing training opportunities, challenging tasks and stretch assignments and holding frequent development discussions

Work closely with the Director of Donor Services and Donor Relations Supervisor to ensure all Donor Relations associates are fully and consistently utilizing BBCRM for tracking all communications with constituents

Become a database expert and train users in the use of BBCRM and Luminate Online

Oversee daily operational activity on the database, including all gift entry, gift acknowledgement, revenue coding – looking for ways to improve quality control, data integrity and process efficiencies

Ensure standardized gift entry and coding from multiple processing vendors (call centers, caging, cashiering and keying vendors, online donation processing); maintain documentation and train as needed

Manages the schedule of upgrades/patches to systems, development and execution of test plans

Ensure quality of the data is maintained through NCOA/address updates, data appends, data returns from partner vendors, and frequent duplicate reports

Direct data entry security procedures and ensure database PCI compliance standards

Oversee database security by defining user roles and setting appropriate access levels for each segment of the database

Manage creation, review and updates of workflow charts for all data entry/export, gift processing, and acknowledgement procedures

Work closely with marketing and fundraising vendors to provide mailing lists, calling lists, and results reports on a regular basis

Communicate frequently with other departments to understand revenue coding needs and ensure proper identification of gifts

Develop a robust training repository for various users across the organization

Coordinate cross-functionally to support use of the donor database by all departments to create a central repository of donor, student, volunteer and prospect data

Work with the Director, CRM Operations on data integration projects and vendor onboarding as needed, including current donor and financial databases, international donor database(s), online and community platforms and stand-alone database functions as needed

Lead and execute database upgrade initiatives, including testing and training while ensuring minimal disruption to business operations

Manage day-to-day communication with Operation Smile Global Headquarters caging, cashiering and keying vendor, implement new programs

Manage day to day communication with Operation Smile database vendor(s) including support issues, data enrichment services, and training opportunities as needed

Participate in communications and meetings with direct response marketing and telemarketing partners to provide consistent coding, reporting, and segmented lists

As needed, provide data and support to other partners for analysis and marketing initiatives

Additional duties as necessary

Qualification

Blackbaud CRMLuminate OnlineDatabase ManagementDigital MarketingSQLService OrientationCommunication SkillsTime ManagementAttention to DetailIntegrity

Required

Thorough understanding of Direct Marketing fundraising including Digital Marketing and campaign management concepts

Proven experience in managing database upgrades and associated testing processes

Strong ability to write and execute detailed test plans

Ability to translate complex direct marketing or digital specifications and requirements into effective, efficient segmentation and/or query and output solutions

Strong knowledge of system configurations and the database toolsets utilized for segmentation and analytics. Experience in CRM systems like Blackbaud CRM, Salesforce a plus. Knowledge of Luminate Online & Team Raiser or like products a plus

Knowledge/Understanding of API technology and other extensibility software and applications is a plus

Strong organization and time management skills with the ability to manage several projects at one time while demonstrating the competency to prioritize and meet timelines, in a rapidly changing environment

Highly motivated, self-starter with the functional/technical skills to do the job at a high level of accomplishment

Must have attention to detail

Excellent communication skills both written and verbal

Service oriented, dedicated to meeting the expectations of internal and external customers

Possess high level of personal integrity and able to manage confidential information

Microsoft Products, SQL

Preferred

Bachelor's degree, in Business, Marketing, Information Systems, or another related field

3-5 years of demonstrated Relational Database Management Systems management with an understanding of fundraising and marketing needs in a not-for-profit environment

Campaign Management tools

Data hygiene and Customer Data Integration tools and practices

Marketing concepts especially in the Digital space