Senior Manager of CRM Operations

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.

• 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.

• 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