CRM Manager

POSITION TITLE:    CRM Manager

LOCATION:    Washington, DC 

TRAVEL:    Moderate 

POSITION SUMMARY

NAACP is seeking candidates for the position of CRM Manager. Reporting to the Vice President, Development Operations, she/he will work with a fast-paced development team and provide support in all areas of fundraising, including from individuals, foundations, corporations, events, and more. A primary focus of this position is to act as key administrator of the Salesforce database, ensuring accurate recordkeeping on NAACP’s community of supporters. In addition, the CRM Manager will administer the online giving portals (ActBlue, EveryAction) and other integrations. She/he will also work closely with the Finance team, generating income reports, compiling data, assisting in reconciliation, and providing overall support to make sure financial records are accurate across the organization.

The CRM Manager will be a database expert who understands the power of good data application to support donor outreach and stewardship. The ideal candidate will be able to see the story behind the numbers and use the data to impact messaging. She/he should understand the fundamentals of nonprofit fundraising and the need for accurate information in managing donor relationships. The ideal candidate will have a positive, “can-do” attitude and the ability to work collaboratively with all staff and volunteers in a diverse and brisk environment; is self-motivated and highly organized, with exceptional attention to accuracy; is flexible with the ability to manage multiple deadlines simultaneously; exercises good judgment in handling confidential donor information; and has a keen passion for racial equity and social justice and strong alignment with NAACP’s mission and values.

RESPONSIBILITIES/DUTIES

Systems and CRM Management:

• Manage online giving portals (ActBlue, EveryAction, others), including campaign implementation, troubleshooting, and reporting;
• Work with other departments to develop effective and efficient systems to manage data sharing with a commitment to donor confidentiality;
• Strategize and manage the implementation of data enrichment services and integrations, determining the best use of features to accomplish the organization’s goals;
• Model proficiency in the use of the database and stay current on Salesforce updates and best practices;
• Ensure data quality by following, establishing, and regularly updating quality assurance protocols, processes, and documentation;
• Manage vendor relationships to support development operations;

Reporting and Other Operations:

• Develop complex reports and manage the regular distribution of financial and biographical data to the development team, CEO, Boards, and others as campaigns require;
• Produce accurate queries, reports, lists needed by development staff and CEO, including campaigns and mailings, events, moves management, prospect tracking, donor trends, analytics, and other tailored reports on a routine and as-needed basis;
• Maintain accurate tracking of annual fund and event campaign correspondence;
• Work with communications staff to support data sharing and reporting for online campaigns;
• Communicate proactively to development staff about donor feedback, trends, and daily operations;
• Train development staff and others on Salesforce processes;

Data Entry, Gift Acknowledgments, and Reconciliation 

• Manage relationship with external gifts administration vendor, processing of all financial gifts;
• Import gifts into Salesforce database with appropriate coding and donor information, troubleshooting and soliciting team input when needed;
• Work with external vendor and development staff to produce an accurate and timely gift acknowledgment and tax receipt process following receipting protocol;
• Generate donor pledge reminders and invoices in coordination with external vendor and development staff;
• With external vendor, manage incoming inquiries about donation recordkeeping and acknowledgments; ensure strong and timely ‘customer service;’
• Batch and report all donations to the finance staff on a timely basis following organization protocols; 
• Manage the month-end reconciliation process to ensure the smooth transfer of data to the finance staff, as well as year-end reconciliation and audit prep as requested; and
• Perform any other related duties as may be assigned by the Vice President, Development Operations or assignees.

QUALIFICATIONS

Educational/Professional Experience

• Bachelor’s degree required or equivalent experience
• Ability to manage external vendors; 
• Experience reconciling gift receivables with the Finance/Accounting Department;
• At least 4 years of Salesforce experience and expertise in a nonprofit development environment;
• Proficiency in Microsoft Office and Google applications;
• High-level expertise with MS Excel, data analysis, and data visualization tools;
• Understands basic bookkeeping a plus;
• Excellent interpersonal oral and written communication skills required to proofread acknowledgment letters and communicate directly with donors via email or phone;
• Possession of collaborative style in the workplace including professional attitude, attention to detail, dependable and the ability to take initiative; and
• Strong analytical and organizational skills; 
• Pride in managing database; and 
• Passionate about helping donors.