As a key member of the Heart of West Michigan United Way team, this full-time position is responsible for managing our CRM and donor services strategies. With a creative mindset and curious disposition, the individual will collaborate across departments to lead our campaign processing, reporting, and data analysis efforts. They are focused on continuously enhancing the way that we use our data and CRM systems to meet established goals while ensuring data security and user adoption. By providing high quality customer service and proactively establishing data usage agreements, they foster trust and assist with positioning HWMUW as the philanthropic partner of choice.
Campaign Processing- facilitate the holistic donor pledging process for online and paper campaigns.
- Coordinate the annual processing policy update, proactively communicating with external parties
- Lead the standardized testing and management of online giving campaigns, including but not limited to:
- Data file transfers and importing
- Web user creation and Processing options
- Envelope creation and processing
- Web options and customizations
- Stylesheets ad Look and Feel items
- Donor choice structures and contracts
- Campaign structures
- Custom reports and payroll files
- Data expiration and usage
- Web permissions
- Single Sign On
- Manage pledge forms, surveys, verifications data, and flags, intentionally capturing and storing data
Reporting- lead data mining and visualization efforts for information stores in our CRM systems
- Develop dynamic reporting processes, using executive plus components, dashboards, and bio-tabs o Create custom data displays, writing SQL queries and creating custom objects and fields
- Manage online reporting portals for workplace campaigns, United Ways, and nonprofit agencies o Complete required United Way Worldwide reporting, specifically Database 1 and Database 2
Data Analysis- monitor giving, engagement, and churn, identifying patterns and recommending solutions
- Create, maintain, and benchmark KPI Scorecards for a variety of initiatives and functions
- Track data trends amongst donors and volunteers to monitor correlation with investment changes
- Monitor solicitation techniques effectiveness, creating test groups when needed to isolate method impact
- Assist with developing and implementing initiatives that identify and track individual donor interests
Donor Services- manage donor customer service efforts, ensuring inquiries are handled efficiently
- Coordinate the online workplace campaign planning process, working with internal and external parties
- Facilitate the pledge confirmation, designation vetting, and donor acknowledgement processes
CRM Management- oversee all aspects of system usage and access, ensuring data security and integrity
- Manage data architecture and data auditing efforts, ensuring data accuracy and consistency
- Implement quality assurance efforts, testing and deploying new or updated applications and processes
- Facilitate data integration and mapping efforts, ensuring fields connect correctly across applications
- Recommend and develop customized solutions within CRM systems to support critical business needs
- Manage staff, budget, and vendors to meet established goals
Additional Job Duties and Expected Outcomes:
- Create and maintain Standard Operating Procedures for all responsibilities, ensuring process transparency 3
- Develop staff training guides, creating documents and videos as needed
- Collect and analyze trends and best practice information, making customized recommendations
- Work with other departments to ensure cross functional collaboration and information sharing
- Maintain the highest standards of data management, data security, and confidentiality
- Other projects, as assigned
Direction of Others:
- Manage Data Coordinator position, budget, and vendors to meet established goals
- Intermediate SQL, JavaScript, HTML, and CSS skills o Intermediate data visualization and data analysis skills
- 3-5 years of CRM Management experience Preferred Qualifications and Experience:
- Certified Salesforce Administrator
- 1-3 years of people management experience Additional Skills and Abilities:
- Strong communication and interpersonal skills, including training and writing
- Strong project and time management skills
- Able to cultivate and manage relationships, fostering an atmosphere of trust
- Able to think critically and solve problems using research, analysis, and interpretation
- Able to work independently with a high level of initiative, desiring to meet individual and organizational goals
- Able to work on a team and collaborate with internal and external parties
- Able to continuously acquire the knowledge, skills, and abilities necessary to be effective
- Able to maintain confidential and sensitive information
- Able to appropriately evaluate risk and exercise sound judgement
- Able to be flexible and adapt to the changing needs of the organization