MSF-USA is beginning implementation of Salesforce NPSP to replace its legacy donor database, ROI Solutions.
Reporting to the Director of Development, the Director of CRM provides strategic management and vision for the implementation of MSF-USA’s Salesforce donor CRM and associated reporting and analytics tools. The Director of CRM is responsible for ensuring that our CRM technology meets the strategic needs of MSF-USA’s complex and continually evolving fundraising programs. The ideal candidate for this position is a strategic thinker with a strong understanding of end user business needs, deep familiarity with fundraising business practices and requirements, expert knowledge of the Salesforce platform in a nonprofit context, and experience leading large-scale CRM migrations.
The Director of CRM may or may not supervise staff directly, but will be in charge of managing the success of the Salesforce implementation, including multiple vendor relationships, staff stakeholders in Development and other departments, and reporting out to executive management and board leadership.
CRM Project Leadership (70%)
- Represent the CRM transformation project on the Development Department’s Management team
- Ensure Development is effectively represented as the primary stakeholders, business owners, and decision makers for the CRM transformation project
- Ensure that the needs of Development are accurately described and translated from business case to implementation for the CRM and related applications, including data warehousing and business intelligence/reporting tools
- Work with vendors and project management staff to oversee and maintain a comprehensive end-to-end project plan, and ensure that the project is managed according to that plan
- Serve as governance lead for Development, advocating for changes to meetings and resourcing if necessary and help lead staff and vendors through decision making process to ensure all Development Department needs are met
- Oversee core project team’s project-related work on a day-to-day basis (e.g., ensuring meetings are keeping pace with required velocity; ensuring vendor outputs are reviewed by all key stakeholder parties on a timely basis by Development)
- Hold regular update meetings on project progress and process with the Director of Development and Development Management Team; provide regular updates to the Executive Management Team and Steering Committee.
- Collaborate with the Systems Dept. on the management and reporting-out of the project budget, ensuring project spend is on track and aligns with highest return-on-investment for Development
- Evaluate overall project-related performance of staff and vendor project team and proactively flag any issues or risks for project sponsors and Steering Committee
- Support recruitment for project roles and ensure team members are onboarded effectively to the project
- Advise vendors and Systems Dept. staff on architectural decisions and procurement for related tools and initiatives, including overlap of tool sets and timing of procurement and deployment
- Lead overall communications plan for internal project lifecycle, including regular stakeholder cadence updates, how decisions and progress are shared with stakeholders, previewing demos of product and features to promote visibility and transparency of project
- Manage complex vendor relationships, including advising on, negotiating, and managing contract terms.
CRM Strategy (20%)
- Serve as strategic lead for the business user experience of the MSF-USA’s Salesforce donor CRM system, including providing reporting and analytics tools, to ensure it meets the growing needs and expectations of MSF-USA's organizational stakeholders
- Advise the development of the roadmap for Salesforce and related products
- Partner with MSF-USA staff to understand business needs and provide thoughtful leadership in the adaptation of business processes to technology platforms
- Partner with the Senior Manager of Change Management & Training to set priorities for developing CRM support and training materials, including defining internal business rules and data entry standards
- Partner with training staff to develop end user training on enterprise tools, with goals of evangelizing smart data use and tool adoption through the organization
- Actively seeks emerging technologies and makes recommendations of how to incorporate them into current and emerging programs.
- Partner with the Director of Technology, Products & Services in Development, as well as the Systems Department, to ensure alignment of and resourcing for strategic technology projects, define protocols for shared administration and development of software, and ensure compliance and compatibility with MSF-USA’s technology roadmap and security standards.
Reporting and Data Use (10%)
- Partner with the Director of Research & Analytics in Development to oversee organizational report creation, delivery, and maintenance for key financial and fundraising reports needed at the launch of the new CRM
- Actively define the service model for data and analytics tools and products in the organization, (e.g., what should be made “self-serve” by business users, what can be automated / batched, what can be completed in the front-end vs. back-end, what requires vendor support)
- Facilitate measurement and devise KPIs to evaluate the system’s impact on business users’ efficiency, achievement, and satisfaction. Apply rigor and evaluation to the project work, and enable the use of evaluation tools and practices across the organization
- Experience leading enterprise software initiatives in a complex, multi-vendor approach
- Experience administering and leading Salesforce NPSP deployments at scale
- Deep experience with nonprofits and fundraising
- Strong strategic planning skills to ensure organizational visibility and alignment
- Experience overseeing multiple vendor relationships, with the ability to lead meetings and monitor output/impact of vendors and consultants.
- Strong interpersonal, written, and oral communication skills and comfort working in a high-energy, fast-paced and collaborative environment.
- Ability to work independently; move projects from conceptual stages to launch; and handle multiple and often competing deadlines.
- Outstanding, proven time management and organizational skills.
- Ability to deal calmly with pressure and deadlines and to communicate with diplomacy.
- A strategic fundraising mindset with a service-oriented approach.
- Deep, demonstrated commitment to principles of diversity, equity, and inclusion.