Customer Relationship Management (CRM) - Manager

National Veterans Memorial Museum; Ohio; On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Relationship Manager to enhance donor relations and optimize their CRM system. This role is pivotal in ensuring data integrity and actionable insights that drive engagement and outreach efforts. Ideal candidates will have a passion for leveraging data to serve the veteran community, with strong leadership and analytical skills. Join a dedicated team that values collaboration and aims to make a positive impact on the lives of veterans. If you are a proactive leader ready to take on this challenge, we invite you to apply and contribute to meaningful initiatives.

Benefits

Comprehensive benefits package

Complimentary parking

Qualifications

• 3+ years of experience managing CRM systems in nonprofit or arts organizations.
• Proven ability to lead CRM platform selection and implementation.

Responsibilities

• Oversee and optimize the CRM system for donor relations and membership engagement.
• Develop training programs to enhance staff proficiency in CRM use.

Skills

CRM Management

Data Analysis

Communication Skills

Problem-Solving

Leadership

Education

Bachelor's degree in Business Administration

Bachelor's degree in Information Systems

Bachelor's degree in Data Analytics

Tools

Salesforce

Tessitura

Blackbaud

Job description

The National Veterans Memorial and Museum is seeking a skilled and strategic Customer Relationship Manager to oversee and optimize our Customer Relationship Management (CRM) system. This individual will play a critical role in ensuring the CRM system is effectively utilized to enhance donor relations, membership engagement, ticketing, and program outreach. The CRM Manager will lead cross-departmental collaboration, ensuring the system supports organizational goals while maintaining data integrity and delivering actionable insights.

This position is ideal for a proactive leader passionate about leveraging data to honor and serve the veteran community.

This position reports to the Director of Business Intelligence and Operations.

CRM System Optimization

1. Evaluate the CRM system to identify gaps, recommend improvements, and lead transitions to new platforms when needed.
2. Manage CRM configuration, customization, and ongoing optimization (e.g., Salesforce, Tessitura).
3. Partner with departments to streamline CRM workflows for ticketing, membership, donor engagement, gift shop, facility rentals, and programs.
4. Align CRM capabilities with organizational and departmental goals through targeted enhancements.
5. Skilled in workflow automation, process builder, custom fields, page layouts, record types, and system settings to maximize efficiency.

Data Integrity and Analytics

1. Maintain high standards for data quality, accuracy, and consistency across all records.
2. Develop and deliver data reports and dashboards to support decision-making and performance analysis.
3. Create and enforce data governance policies, including data entry protocols and regular audits.
4. Experience with dashboards and reports to support actionable insights and data-driven decisions.

Integration and Collaboration

1. Work closely with IT and external vendors to ensure the CRM system integrates seamlessly with other platforms, such as ticketing systems, marketing tools, and accounting software.
2. Partner with Advancement, Marketing, and Program teams to ensure CRM data is leveraged effectively for campaigns, outreach, and reporting.

Staff Training and Support

1. Develop and deliver training programs to enhance staff proficiency in CRM system use.
2. Provide ongoing support and act as a primary resource for CRM system-related questions and troubleshooting.

Strategic Leadership

1. Use data insights to recommend strategies that enhance constituent engagement and organizational efficiency.
2. Monitor industry trends to ensure the CRM system remains cutting-edge and aligned with best practices.

ESSENTIAL SKILLS & DESIRED QUALIFICATIONS OF CUSTOMER RELATIONSHIP MANAGER

1. 3+ years of experience managing and optimizing CRM systems, preferably within nonprofit or arts and culture organizations.
2. Proven experience leading the strategic planning, selection, and implementation of new CRM platforms.
3. Proficiency in CRM platforms such as Salesforce, Tessitura, Blackbaud, or similar systems.
4. Strong analytical skills with a track record of developing data reports, dashboards, and actionable insights.
5. Excellent communication and collaboration skills, with the ability to train, support, and engage cross-functional teams.
6. Knowledge of data governance, compliance, and security best practices.
7. Hands-on experience with workflow automation, process builder, custom fields, page layouts, record types, system settings, dashboards, and reporting tools.

EDUCATION FOR CUSTOMER RELATIONSHIP MANAGER

Bachelor’s degree in Business Administration, Information Systems, Data Analytics, or related field, or equivalent experience.

KNOWLEDGE, SKILLS, AND ABILITIES OF CUSTOMER RELATIONSHIP MANAGER

1. Strategic Thinking: Ability to align CRM system initiatives with organizational goals.
2. Detail-Oriented: High level of accuracy and thoroughness in data management.
3. Problem-Solving: Proactive in identifying challenges and implementing solutions.
4. Leadership: Capable of leading cross-functional teams and driving adoption of CRM best practices.
5. Mission-Driven: Passionate about honoring veterans and supporting the museum’s mission.

This role requires strong communication, professionalism, and dedication to a collaborative environment. All staff must uphold the Museum’s cultural values of honoring veterans, their stories, and legacies while inspiring service to positively impact all communities. Together, we foster an inclusive, respectful, and unified team environment.

SALARY FOR NVMM COMPLIANCE/HUMAN RESOURCE OFFICER

Compensation will be based on qualifications and experience. NVMM offers a comprehensive and competitive benefits package along with complimentary parking.

NVMM APPLICATION PROCESS

Applications will be accepted for this position until filled. Only selected qualified candidates will be contacted for an interview. No phone calls will be accepted. NVMM is a drug-free workplace, including medical marijuana. The successful candidate must pass background and drug screens.

EQUAL EMPLOYMENT OPPORTUNITY

The NVMM is an equal opportunity employer and does not discriminate against any applicant for employment or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, gender identity, or military veteran status.