CRM Data Manager

Description

Role: CRM Data Manager

Department: Integrated Direct Marketing 

Location: Virgina Beach, VA (Hybrid) - Remote Candidates will also be considered.

Travel: This role requires travel once per quarter.

General Description:

The CRM Data Manager plays a key role in transforming donor data into actionable insights by managing Operation Smile’s donor databases, including Blackbaud CRM (BBCRM) and Luminate Online. This role is responsible for executing targeted segmentation strategies to support multi-channel fundraising campaigns. The manager oversees gift entry and acknowledgment processes, ensures data accuracy through quality assurance protocols, and maintains standardized coding and operational procedures. They lead the development of database policies and procedures to ensure data is reliable, consistent, and effectively leveraged as a tool for fundraising, marketing, and analysis. This role is committed to continuous improvement, champions efficiency, innovation, and a “Donor First” approach by upholding high standards of data quality and integrity.

Essential Functions:

Team Management

• Facilitate career development of team members by providing training opportunities, challenging tasks and stretch assignments and holding frequent development discussions.
• Work closely with the Director of Donor Services and Donor Relations Supervisor to ensure all Donor Relations associates are fully and consistently utilizing BBCRM for tracking all communications with constituents.
• Become a database expert and train users in the use of BBCRM and Luminate Online.

Database Management

• Oversee daily operational activity on the database, including all gift entry, gift acknowledgement, revenue coding – looking for ways to improve quality control, data integrity and process efficiencies.
• Ensure standardized gift entry and coding from multiple processing vendors (call centers, caging, cashiering and keying vendors, online donation processing); maintain documentation and train as needed.
• Manages the schedule of upgrades/patches to systems, development and execution of test plans.
• Ensure quality of the data is maintained through NCOA/address updates, data appends, data returns from partner vendors, and frequent duplicate reports.
• Direct data entry security procedures and ensure database PCI compliance standards.
• Oversee database security by defining user roles and setting appropriate access levels for each segment of the database.
• Manage creation, review and updates of workflow charts for all data entry/export, gift processing, and acknowledgement procedures.
• Work closely with marketing and fundraising vendors to provide mailing lists, calling lists, and results reports on a regular basis.
• Communicate frequently with other departments to understand revenue coding needs and ensure proper identification of gifts.
• Develop a robust training repository for various users across the organization.
• Coordinate cross-functionally to support use of the donor database by all departments to create a central repository of donor, student, volunteer and prospect data.
• Work with the Director, CRM Operations on data integration projects and vendor onboarding as needed, including current donor and financial databases, international donor database(s), online and community platforms and stand-alone database functions as needed.
• Lead and execute database upgrade initiatives, including testing and training while ensuring minimal disruption to business operations.

Vendor Management

• Manage day-to-day communication with Operation Smile Global Headquarters caging, cashiering and keying vendor, implement new programs.
• Manage day to day communication with Operation Smile database vendor(s) including support issues, data enrichment services, and training opportunities as needed.
• Participate in communications and meetings with direct response marketing and telemarketing partners to provide consistent coding, reporting, and segmented lists.
• As needed, provide data and support to other partners for analysis and marketing initiatives.
• Additional duties as necessary.

Characteristics/Skills Required:

• Thorough understanding of Direct Marketing fundraising including Digital Marketing and campaign management concepts.
• Proven experience in managing database upgrades and associated testing processes.
• Strong ability to write and execute detailed test plans.
• Ability to translate complex direct marketing or digital specifications and requirements into effective, efficient segmentation