Senior Manager of CRM Operations

Sarah Tonizzo · January 15

SUMMARY:

The Senior Manager of CRM Operations will be responsible for transforming our CRM function from an operational support role into a central hub for data-driven decision-making. This position will oversee the optimization of CRM platforms (primarily Blackbaud/Raiser’s Edge), ensure data integrity, and leverage advanced analytics to drive fundraising strategies, awards management, and organizational efficiency. The Senior Manager will act as a thought partner across departments, champion process standardization, and lead initiatives that position CRM as a cornerstone of our growth strategy.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Strategic Leadership & Vision

Position CRM as a strategic partner influencing fundraising and operational strategies.
Transition the CRM function to proactive data stewardship and analytics.
Serve as a key voice in leadership discussions, providing insights that shape organizational priorities.
Partner with departments to turn data into actionable strategies.

Data Management & Analytics

Establish CRM as the central data hub for all Foundation activities.
Ensure ongoing data hygiene, integrity, and usability across platforms.
Develop dashboards, segmentation strategies, and donor trend analyses to inform campaigns and forecasting.

Technology Optimization

Fully leverage Blackbaud platforms; identify and integrate new features, as they become available
Implement automation to reduce manual processes and improve efficiency.
Oversee integration of new payment methods (e.g., ApplePay, Venmo) and optimize online donation workflows.
Explore and implement AI-driven solutions for segmentation, awards management and predictive modeling.

Process Standardization & Training

Create and maintain SOPs for CRM processes, ensuring repeatability and scalability.
Provide tailored training and enablement programs to empower staff to self-serve in the CRM platform.
Act as a resource for complex data requests while fostering independence across departments.
Serve as a backup resource to gift entry to ensure continuity and accuracy during staff absences or peak period.

Qualifications

Bachelor’s degree in Business, Data Analytics, Information Systems, or related field; advanced degree preferred.
7+ years of experience in CRM management, data analytics, or fundraising operations.
Expertise in Blackbaud/Raiser’s Edge; experience with other CRM platforms a plus.
Strong understanding of fundraising principles and donor lifecycle management.
Proven ability to lead cross-functional projects and influence organizational change.
Excellent communication skills with the ability to translate technical concepts into actionable insights.
Experience with AI tools, automation, and advanced reporting preferred.

Core Competencies

Strategic thinker with a visionary approach to data utilization.
Strong technical aptitude combined with collaborative leadership skills.
Ability to balance operational oversight with long-term innovation.
Commitment to continuous improvement and data-driven decision-making.
Communicate technical concepts in clear, accessible language for non-technical stakeholders.
Senior Manager of CRM Operations_260101.docx