CRM Data Manager

Overview

CRM Data Manager role at Operation Smile. The position focuses on transforming donor data into actionable insights by managing donor databases, including Blackbaud CRM (BBCRM) and Luminate Online. The role supports multi-channel fundraising campaigns through targeted segmentation, oversees gift entry and acknowledgment processes, and maintains data quality and standardized procedures. This role emphasizes continuous improvement, data integrity, and a Donor First approach.

• Team Management:
  Facilitate career development of team members by providing training opportunities, challenging tasks, and regular development discussions. Work with the Director of Donor Services and Donor Relations Supervisor to ensure BBCRM usage for tracking communications with constituents. Train users in BBCRM and Luminate Online.
• Database Management:
  Oversee daily database operations including gift entry, gift acknowledgement, and revenue coding; improve quality control, data integrity, and process efficiency. Ensure standardized gift entry from multiple vendors; maintain documentation and train as needed. Manage upgrades/patches, test plans, data quality (NCOA/address updates, data appends, vendor data returns), and security procedures. Define user roles and access levels; develop and maintain workflow charts for data entry/export, gift processing, and acknowledgements.
  
  Collaborate with marketing and fundraising vendors to provide lists and reports. Coordinate cross-department data needs and support data integration projects with the Director, CRM Operations.
• Vendor/
  
  Cross-Functional Collaboration:
  
  Manage communications with caging, cashiering, keying vendors and database vendors; participate in meetings with direct response marketing and telemarketing partners to ensure consistent coding and reporting. Provide data support for partners as needed. Lead database upgrade initiatives with minimal disruption to operations.

• Thorough understanding of direct marketing fundraising, including digital marketing and campaign management concepts.
• Experience managing database upgrades and testing; ability to write and execute detailed test plans.
• Ability to translate complex direct marketing or digital specifications into effective segmentation and query/output solutions.
• Strong knowledge of database toolsets for segmentation and analytics. Experience with Blackbaud CRM;
  Salesforce and Luminate Online/Team Raiser a plus. API knowledge and extensibility software a plus.
• Strong organization and time management; ability to manage multiple projects and prioritize in a changing environment.
• High integrity, ability to handle confidential information, and excellent written and verbal communication skills.
• Proficiency with Microsoft products and SQL.

• Bachelor’s degree in Business, Marketing, Information Systems, or related field (preferred).
• 3–5 years of experience with Relational Database Management Systems in fundraising/marketing within a not-for-profit environment.
• Experience with campaign management tools and data hygiene/Customer Data Integration practices.

Operation Smile is committed to pay transparency. The anticipated salary range for this position is $71,200 to 89,000, which may vary based on experience, qualifications, and geographic location.

Virginia Beach, VA (Hybrid) - Remote candidates will also be considered. Travel: required once per quarter.