CRM Systems Manager

HOPE International; Lancaster (Lancaster County); On-site; USD 65,000 - 80,000; Full time

Job summary

HOPE International is seeking a Senior CRM Systems Manager to lead the CRM team and drive ongoing Salesforce NPSP development across finance, fundraising, and communications. You’ll work with IT, advancement, and program teams to improve constituent experiences and outcomes.

The role requires 3–5 years of Salesforce admin experience, 2+ years leading teams, and strong Agile/Scrum skills, with a commitment to HOPE’s mission and Christian values.

Qualifications

• 3–5 years Salesforce administration experience
• 2+ years of team leadership or project management experience
• Experience with Scrum and Agile processes
• Experience in non-profit or financial tech sectors preferred
• PMP, Six Sigma, Agile, ITIL or related certifications preferred
• Strong analytical and problem-solving skills

Responsibilities

• Promote and contribute to HOPE International’s mission and vision
• CRM Team Management and supervision of CRM staff
• Prioritize CRM development requests using agile processes
• Oversee CRM helpdesk for timely, professional service
• Advise on CRM-related budgets and vendor relationships
• Oversee Salesforce and related platforms to meet security and privacy requirements
• Govern CRM initiatives balancing strategy and operational needs
• Collaborate to improve processes via CRM systems

Skills

Salesforce admin

Team leadership

Agile/Scrum

Cross‑functional communication

Budgeting/finances

Education

Bachelor’s degree in info sci / finance / business

Tools

Salesforce (NPSP)

Job description

The HEART of a missionary — a passion for growing in your relationship with Christ and helping others know and follow Him

The MIND of a businessperson — skills in management, finance, accounting, systems, communication, etc.

The SOUL of a development worker — the mentality of equipping people to help themselves

The CRM Systems Manager oversees the development, support, and ongoing innovation of HOPE International’s Customer Relationship Management system (currently Salesforce NPSP) and related applications. The manager directly supervises the CRM systems team and partners with the advancement, finance, and technology teams to improve constituent experiences and fundraising outcomes. Managers at HOPE International are called to lead with humility, intentionality, and a deep commitment to both people and purpose.

Level: Senior Professional

Salary range: $65,000 - $80,000

Type: Full-time

Department: Information Technology

Reports to: Associate Director of IT Services and CRM Systems

Responsibilities

• Promote and contribute to the fulfillment of HOPE International’s mission and vision.
• CRM Team Management
• Directly supervise the staff and activities of the CRM team
• Prioritize CRM development requests using agile processes, assign team resources, and coordinate priorities and roadmaps with department leaders
• Oversee CRM helpdesk support to ensure timely, accurate, and professional service.
• Advise departmental leaders on CRM-related budgetary matters
• Manage relationships with vendors, consultants, partner organizations, and internal stakeholders to support effective CRM operations and delivery
• CRM System Development & Management
• Oversee the development and performance of Salesforce and related financial, marketing, and event platforms while meeting security, data privacy, and organizational requirements
• Govern a portfolio of CRM initiatives, balancing strategic projects, operational support, and technical debt reduction to maximize organizational impact
• Consult with departments to improve business processes, constituent experiences, and operational effectiveness through effective use of CRM systems and related technologies
• Collaborate with cyber security officers and internal audit resources to ensure the integrity of the CRM system, data, andoperations and partner with business leaders to improve data governance practices
• Coordinate and advise on the acquisition, development, and implementation of any new CRM software and related applications across the organization
• Maintain an active Salesforce certification and lead internal conversations regarding Salesforce ecosystem changes and improvements
• Lead CRM strategy, governance, and roadmap development in partnership with Advancement, Finance, and Technology leaders regarding constituent engagement, fundraising operations, data strategy, and technology priorities
• Align CRM work plans and development cycles with strategic goals and regularly report on progress and outcomes
• Advise HOPE International leaders regarding long-term CRM architecture, platform investments, integration strategy, and technology modernization opportunities
• Leadership & Management
• Manage the CRM systems team. Set clear expectations, manage priorities, and guide the team toward shared goals with care for both people and outcomes.
• Steward team resources responsibly, contributing to strategic and budget planning while ensuring alignment with HOPE’s mission, values, and strategy.
• Model Christ-like servant leadership, fostering a team culture of care and holistic development through mentoring, coaching, intentional delegation, and regular one-on-one meetings.
• Provide regular, prayerful feedback that encourages growth, reinforces accountability, and builds on each person’s God-given strengths.
• Encourage and lead direct reports in ways that deepen their connection to HOPE’s mission and reveal how their work contributes to God’s Kingdom.

Qualifications

• Personal confession of Christian faith and commitment to the mission and vision of HOPE International.
• Bachelor’s degree in information or computer science, finance, business management, or related field required
• 3–5 years of Salesforce administration experience required
• 2+ years of team leadership or project management experience required; experience managing others and building teams preferred
• Demonstrated excellence in cross-team communication and organizational skills is required, along with experience using Scrum and Agile processes
• Experience in non-profit or financial technology services sectors strongly preferred
• PMP, Six Sigma, Agile, ITIL, or related certifications are preferred
• Demonstrated creativity and flexibility, with the ability to support and manage people effectively under pressure and amid competing priorities
• Strong analytical and technical problem-solving skills
• Demonstrated ability to lead and motivate others

At HOPE International, we invest in the dreams of families in the world's underserved communities as we proclaim and live the Gospel.

Resources: If you're part of a church, nonprofit, or school and would like to learn more about HOPE's methodology, visit our resource library . If you're part of a church network or organization and would like to learn more about implementing HOPE's savings group (SG) methodology, visit our SG Multiply page . To learn more about HOPE's Microfinance Accelerator Program (MAP), visit here .
227 Granite Run Drive, Suite 250, Lancaster, PA 17601 717.464.3220 Email us