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HOPE International is hiring a
CRM Systems Manager

📍 Lancaster, PA

 
JOB DESCRIPTION       
The CRM systems manager is responsible for the development and management of the customer relationship management (CRM) system and related support activities at HOPE International.

LOCATION: Lancaster, PA preferred; remote US considered 

DEPARTMENT:  Information Technology 

REPORTS TO: Director of IT 

MANAGES: CRM System Administrators                      

BAND: Senior Professional 

STATUS: Exempt, domestic, full-time employee 

FULL SUMMARY

The CRM systems manager is the leader of development, support, and ongoing innovation for HOPE International’s customer relationship management system (Salesforce NPSP) and related applications. The CRM systems manager directly supervises the CRM team staff, while providing project management leadership on a portfolio of projects. In this role, s/he is responsible for the coordination of cross-functional working groups and a coordination between the development, marketing, finance, and technology departments to enhance the donor experience, internal operations, and strategy for HOPE International. 


RESPONSIBILITIES

Promote and contribute to the fulfillment of HOPE International’s mission and vision. 

Strategy Development & Implementation

  • Serve as a technical expert and advisor in cross-departmental strategic planning teams to inform platform development and innovation 
  • Align CRM work plans and system development cycles to accomplish strategic plan goals, with regular reporting on goal progress and achievement 
  • Advise and educate HOPE International leadership on the impact of new technical applications and their applicability to HOPE’s requirements 

CRM Team Management 

  • Directly supervise the staff and activities of the CRM team, investing in their personal and professional development 
  • Direct the CRM team’s helpdesk support delivery functions to ensure timely, accurate, and professional service delivery 
  • Manage the CRM bi-annual budgeting process and advise departmental leaders on CRM-related budgetary matters 
  • Promote and oversee strategic relationships between internal resources and external entities, including vendors, consultants, and partner organizations 

CRM System Development & Management 

  • Lead ongoing development, maintenance, and optimization of HOPE’s CRM instance (Salesforce NPSP) and related financial, reporting, and marketing applications in compliance with security, data privacy, and organizational needs 
  • Manage the agile prioritization and workflow of constituent development proposals by assigning staff to the right tasks and collaborating with department leaders to align on requests and roadmaps 
  • Provide project management leadership on critical improvement or implementation projects, while working with other project leads to guide a portfolio of related projects 
  • Facilitate a cross-functional teams in the assessment of relationship management and constituent needs and implementation of solutions, including leading technical advising, pipeline/channel management, and business analysis 
  • Collaborate with cyber security officers and internal audit resources to ensure the integrity of the CRM system, data, and operations as well as monitoring the technology area for areas which may impact CRM, such as cryptocurrencies 
  • Lead and advise the acquisition, development and implementation of any new CRM software and related applications across the organization 


QUALIFICATIONS

  • Personal confession of Christian faith and commitment to the mission and vision of 
  •  HOPE International 
  • Minimum 3-5 years of experience in CRM system administration required 
  • Minimum of 2 years team leadership and project management experience required 
  • Experience in non-profit or financial technology services sectors strongly preferred 
  • Salesforce Systems Administrator Certification required; Additional Salesforce certification and experience in other CRM platforms and applications is a plus 
  • Bachelor’s degree in information or computer science, finance, business management, or related field required 
  • Demonstrated excellence in cross-team communication and organizational skills; experience with agile processes required, while PMP, Six Sigma, ITIL, Google Project Management Certificate, etc. certifications are a plus 
  • Creativity, flexibility, and the ability to manage people gracefully under pressure and with competing priorities 
  • Strong analytical and technical problem-solving capacity 
  • Ability to communicate technical solutions, strategies, and value with non-technical business leadership 
  • Demonstrated desire to help people that have been brought low by poverty or other circumstances regain hope, dignity, and ability to support themselves and their families 

INFORMATION TECHNOLOGYCRMSALESFORCEPROJECT MANAGEMENTNONPROFIT
HOPE International Logo
💵 Salary: $65,000 - $75,000
📍 Location: Lancaster, PA
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