Senior Manager, CRM Operations
Boston, United States
JOB DETAIL
Description
Position Title: Senior Manager, CRM Operations
Reports to: Senior Director, CRM Strategy and Operations
Location: Employees in this role can work from our Boston, MA office, remotely within the U.S. (East Coast preferred or the ability to work 9am-5pm ET) or hybrid of these two options.
Employment Type: Full Time
Application Instructions: a Cover Letter and Resume/CV are required in addition to the application. Please note that we are not able to sponsor U.S. work authorization for this role.
Position Overview
The Senior Manager of CRM Operations is responsible for designing, executing and managing a range of operational data processes, policies and data integrity activities within the CRM ecosystem (Salesforce, HubSpot, and Fundraise Up) that facilitates the work of the Resource Generation Branch (Development, Institutional Partnerships, Marketing and Communications), who are charged with raising resources to support Partners In Health’s mission. This role acts as a bridge between the technical aspects of the CRM ecosystem and business owners/end-users, ensuring that operational activities are proactively managed and well-executed, and the database is accurate and up to date. The Senior Manager will have a deep understanding of our supporter data and coding structures as well as be a power user of key integrated platforms in our CRM tech stack. They will understand how data flows between platforms and the impact of new platform features on operational processes and related data to effectively develop, document, and train end-users on policies and procedures. The Senior Manager will be the primary point-of-contact for operational support of the CRM ecosystem. This role will supervise the Data and Reporting Analyst who leads data analysis efforts for the Resource Generation Branch.
Responsibilities
- Database Management (50%)
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- Manage all data entry practices and day-to-day operations of the CRM ecosystem (Salesforce, HubSpot, and Fundraise Up) ensuring proper functionality, system efficiency, and accuracy of data. This includes but is not limited to:
- Design and execute daily data imports and exports in Salesforce.
- Design and run a suite of data quality checks; clean up data as necessary. Identify trends in data quality issues and recommend solutions such as user training, changes to processes or changes to platform configurations.
- Complete data cleanup projects as assigned.
- Merge duplicate records; note trends in source of duplicate records and recommend adjustments to integration mappings.
- Manage all data entry practices and day-to-day operations of the CRM ecosystem (Salesforce, HubSpot, and Fundraise Up) ensuring proper functionality, system efficiency, and accuracy of data. This includes but is not limited to:
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- Monitor Fundraise Up integration and ensure data syncs to Salesforce and resolve sync errors.
- Review data health reports and resolve issues; run NCOA address updates; standardize contact names and address records.
- Collaborate with vendors and internal stakeholders to define data and execute imports/exports to support data screenings and data appends.
- Partner with the CRM technical leads and other key stakeholders to identify reporting needs and support prioritization process.
- Operational Process Design and Management (25%)
- Recommend, design and document operational policies and procedures to better coordinate workflows within and across teams.
- Identify opportunities to increase efficiency and accuracy with new processes and/or new quality control tasks.
- Collaborate with Gift Administration and Finance team colleagues to ensure that revenue data collection and reconciliation practices are optimized.
- Gift Administration Technical Support (10%)
- Design and maintain import solutions for the Gift Administration team; troubleshoot and resolve import errors.
- Design and run macros on data files to facilitate gift imports.
- Recommend process changes to ensure accuracy of gift imports.
- Operational Support of the Unified Revenue Projections Methodology (10%)
- Recommend, design and implement the data system to support the importing and tracking of revenue projections data for the Resource Generation Branch.
- Document and train end-users on revenue projections, data entry instructions, and expectations of ongoing quality control.
- Oversee development of reporting for the Unified Revenue Projections Methodology to support better data-driven strategies for the Resource Generation Branch.
- Acknowledgments, tax receipting and compliance reports (5%)
- Generate the data files needed for the annual cumulative tax receipts mailing in collaboration with the project lead.
- Generate financial compliance reports for Finance and Legal teams as needed.
- Support the Gift Administration team who executes weekly acknowledgments to ensure files are accurate and vendor understands data definitions; update gift acknowledgment status.
- Support the Gift Administration team in the production of Tribute acknowledgments to ensure files are accurate before upload to vendor for production.
Qualifications
- 5+ years of nonprofit CRM experience as a power user or administrator with responsibility for high-volume data management and operational processes.
- Salesforce and Nonprofit Success Pack (NPSP) experience strongly preferred; HubSpot and Fundraise Up experience a plus.
- Proficiency in Excel including Pivot Tables and Macros; ability to quickly become proficient with Salesforce and its data management tools.
- Demonstrated ability to organize and prioritize tasks in a complex environment in accordance with departmental procedures and priorities.
- Proven track record of supporting and/or managing teams in both in-person and virtual environments.
- Excellent written and verbal communication skills.
- Exemplary interpersonal skills and ability to collaborate effectively with culturally diverse staff across departments and country. Able to communicate effectively with colleagues of all technical abilities.
- Ability to handle confidential and sensitive information with integrity, maturity and good judgement.
- Interest in social justice strongly desirable.
- Able to work December 26 – December 31st each year.
Organizational Profile
Partners In Health (PIH) is a non-profit, global health organization that fights social injustice by bringing the benefits of modern medical science first and foremost to the most vulnerable communities around the world. PIH focuses on those who would not otherwise have access to quality health care. PIH partners with the world’s leading academic institutions to create rigorous evidence that shapes more sound and all-inclusive global health policies. PIH also supports local governments’ efforts to build capacity and strengthen national health systems.
As of today, PIH runs programs in 11 countries (Haiti, Kazakhstan, Lesotho, Liberia, Malawi, Mexico, Navajo Nation, Peru, Rwanda, Sierra Leone, United States), where it provides direct care to millions of patients, through public facilities and community engagement.
Partners In Health (PIH) is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of PIH not to discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law. PIH works in and with a number of governments in and outside the U.S., and to the extent applicable, this statement is intended to incorporate the prohibition of any unlawful discrimination covered by applicable laws in such countries, states and municipalities.
Partners In Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
Pay and Benefits
The full pay range for this position is between $75,000 and $95,000/year. However, the expected starting salary range for new hires in this position is likely to be between $80,000-$85,000/year and may vary depending on multiple individualized factors, including market for the position, job-related knowledge, skills and experience.
Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan with employer match, as well as participate in organization-sponsored medical, dental, vision, short-term and long-term disability insurance, and basic life insurance plans for the employee and the employee’s eligible dependents. Full time employees will receive 15 days of vacation, 12 sick days, 3 personal days, and 3 volunteer days in addition to paid time off during the week between Christmas and New Year’s Day, the week of July 4th, and 11 additional holidays annually.
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