The Director, CRM Systems and Strategy reports to the Managing Director, Business Systems and will help ensure the success of this transformation by participating in the design, migration, change enablement, and ongoing oversight and management of our new CRM platform that powers our robust fundraising and engagement efforts. The Director will work collaboratively with Federation staff members, as well as with process and business partners, vendors, leadership, and information technology staff throughout the transformation, and beyond, to ensure the optimal use of the CRM to support the organization’s vision.

Essential Job Functions:

CRM Transformation Activities:

• Serve as a subject matter expert for CRM and related systems during the design, implementation, rollout, and beyond.
• Work directly with Program Management resources and external partners on the CRM system implementation to manage scope, schedule, and resources necessary to deliver the desired outcomes in accordance with business needs.
• Oversee the collection of CRM systems requirements to confirm they meet the needs of the stakeholders; partnering with the technical resources to ensure they are implemented according to requirements.
• Assist in coordination and execution of training and change management activities.
• Participate in new system software evaluations, including supporting the development of requirements, creating RFPs, and software selection activities.
• Lead post implementation support and training activities for CRM and related systems to optimize user adoption and configuration.

Ongoing Activities:

• Accountable for the optimization, configuration, administration, maintenance, usage, roadmap, and support of Federation’s CRM and related engagement systems with the objective of ensuring stability, interconnectedness, efficiency, and data integrity of solutions.
• Partner closely with key marketing, fundraising, community, finance, and executive stakeholders to understand needs and optimize the use of CRM to meet objectives.
• Mentor and lead a dedicated team of CRM and data professionals, fostering a culture of continuous learning and professional growth.
• Manage the ongoing CRM and related systems lifecycle, enhancements and ongoing software updates; adhering to best practices related to systems support and development.
• Work in partnership with the IT solutions architects to identify, design, and implement CRM and engagement solutions that meet business needs.
• Maintain appropriate documentation of design, use-cases, process flows, and enhancements.
• Develop and oversee CRM data management and governance policies to ensure the highest quality and up to date data exists in these systems.
• Create and maintain standard practices for the use of CRM to cultivate and expand constituent engagement.
• Oversee an ongoing staff education program for utilizing the CRM in an effective and appropriate manner.

Qualifications

• Bachelor’s degree in information systems or relevant experience. Advanced degree, a plus.
• 5+ years of related experience.

Knowledge, Skills & Abilities

• Experience managing and/or the implementation of enterprise CRM software (including Salesforce or Microsoft Dynamics). Relevant consulting and/or experience within a non-profit organization is a plus.
• Experience optimizing an enterprise CRM to maximize customer / constituent engagement.
• Strong communication and collaboration skills, with the ability to lead discussions, articulate problems, brainstorm solutions, and drive change in how people think and approach work.
• Strong analytical and problem-solving skills, with proven ability to translate business requirements into solutions.
• Proven experience managing, mentoring, and developing employees.
• Ability to work independently, prioritize, and engage in a variety of tasks simultaneously.
• High attention to detail, follow-up, self-motivated, proactive, and solution minded.
• Strong customer service and interpersonal skills, exercising poise, tact, and diplomacy.
• Experience in project management and execution of complex system implementations a plus.