About

• 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 and/or query and output solutions.
• Strong knowledge of system configurations and the database toolsets utilized for segmentation and analytics. Experience in CRM systems like Blackbaud CRM, Salesforce a plus. Knowledge of Luminate Online & Team Raiser or like products a plus.
• Knowledge/Understanding of API technology and other extensibility software and applications is a plus.
• Strong organization and time management skills with the ability to manage several projects at one time while demonstrating the competency to prioritize and meet timelines, in a rapidly changing environment.
• Highly motivated, self-starter with the functional/technical skills to do the job at a high level of accomplishment.
• Must have attention to detail.
• Excellent communication skills both written and verbal.
• Service oriented, dedicated to meeting the expectations of internal and external customers.
• Possess high level of personal integrity and able to manage confidential information.
• Microsoft Products, SQL.
• Requirements

Qualifications/Knowledge of or experience with the following is preferred

• Bachelor’s degree, in Business, Marketing, Information Systems, or another related field.
• 3-5 years of demonstrated Relational Database Management Systems management with an understanding of fundraising and marketing needs in a not-for-profit environment.
• Campaign Management tools.
• Data hygiene and Customer Data Integration tools and practices.
• Marketing concepts especially in the Digital space.

Compensation

• Operation Smile is committed to pay transparency. The anticipated salary range for this position is $71,200 to 89,00, which may vary slightly based on a candidate’s experience, qualifications, and geographic location.

• Why Operation Smile?
• Meaningful Work - At Operation Smile, you will engage in meaningful work that transforms lives, providing essential medical care to children and contributing to global health and well-being.

• A Brighter Future - Make saving for the future easy with Operation Smile’s 401(k) plan, featuring Safe Harbor and employer matching. Cha-ching!

• Happy and Healthy - Kick back and relax with Operation Smile's all-in-one health plans! We've got your health, pharmacy, dental, and vision needs covered for you and your loved ones. No worries, just smiles!

• Worry-Free Insurance - Enjoy true peace of mind with 100% paid premiums for life and AD&D insurances. We've got you covered, no matter what!

• Take Your Time (Off) - Flexible time off and celebrate with company-paid holidays! More time for fun and relaxation.

• Work it, Flex it - Enjoy flexible work arrangements that fit your lifestyle, with remote, on-site, and hybrid work arrangements.

• Travel Minus Stress - See the world through our unique employee programs, which offer opportunities to participate in international medical trips, community outreach, and global health initiatives.