Habitat for Humanity International (HFHI) is currently seeking a seasoned and savvy IT professional for the role of Director- IT CRM Services.
This key position is responsible for the management and evolution of the Constituent Relationship Management (CRM) suite. Responsibilities for this position include the definition, selection, implementation, oversight, delivery and support for the organizations CRM applications and operational environment. Plays a critical advisory role in the design and delivery of CRM solutions providing thought leadership and delivery of end-to-end value-add technology.
The ideal candidate has strong business and consultative expertise, is able to communicate the value of technology to their function stakeholders, is a trusted and experienced partner to the business areas, delivers technology solutions flawlessly, knows how to navigate in an outsourced technology environment, can partner with functional teams to sell and win, is a fantastic manager of people and thrives in a fast paced environment. Works in partnership with other members of the Technology Leadership team to set technology direction, strategy and vision. Directs IT staff providing end to end support of the overall CRM applications, integration development and operational support. Serve as the primary liaison between third-party vendors, leadership teams, end-user groups and other IT support areas.
The position is based at HFHI’s administrative headquarters in downtown Atlanta, GA.
- Collaborate with business units and teams to investigate, evaluate, implement, maintain and enhance applications and operations support for Constituent Relationship Management
- Provide thought leadership for automation to advance integrated communications to constituents and facilitate constituent journeys (cultivation and engagement); includes strategic planning with other IT directors for synergistic systems that support CRM efforts (i.e. back office, social media, internet, etc.)
- Provides and sets direction for a cost-effective solutions in the CRM area encompassing: business applications; application support; process improvement; functional business analysis
- Manages all software assets pertaining to support area including: procurement, licensing, upgrades and retirement
- Collaborate with business unit leadership to drive strategy and deliver business solutions that directly contribute to the success of HFHI’s mission.
- Work closely with business units to define business requirements for evaluation, piloting and integration of CRM systems (digital and non-digital delivery)
- Partner with business units to ensure IT technology roadmap is in alignment with tactical business unit plans and will support specific CRM initiatives
- Establishes Key Performance Metrics for driving the performance and accountable for support area
- Coordinates and manages outside vendors, contract negotiations and service level agreements
- Provides guidance, leadership and mentoring to a team of IT professionals. Supports and develops the technical expertise needed to meet long-term business needs. Manage staff by reviewing, approving and allocating work and work assignments among staff
- Plans, develops, supervises and implements IT projects utilizing the established project management tools and techniques
- Fiscally responsible for area of support including actual-to-budget expenditures, adjusting expenditure patterns/trends as needed to comply with budgeted amounts. Prepare, revise, finalize and submit the annual budget for the CRM Services technology area.
- Minimum 10 years work related experience
- Must have minimum of 5 years’ experience with Customer Relationship Management System, preferably in a nonprofit setting
- Significant experience in managing services through partners/vendors in outsourced model
- Passionate and knowledgeable about the technology landscape, with a history of predicting and planning for implementation of trending technologies to maximize investment
- Demonstrated ability to prioritize tasks or projects to align with the strategic objectives and with business goals.
- Thorough understanding of operational support processes with excellent business acumen
- Proven record of building high performing team
- Proven history of thriving in a fast-paced environment, while dealing with ambiguity.
- Excellent verbal and written communication skills