Job description

The Director of CRM Operations is responsible for ensuring reliable and efficient flows of data into the CRM, stewarding data structures that are sustainable to maintain, connecting data to high-value reporting and analytics, and acquiring relevant data for a sound data program.
The Director of CRM connects the why, the over-arching enterprise wide meaning of data fields in the CRM, to key business functionality in the Foundation. The Director of CRM partners closely with the analytics functions to establish a center of excellence of durable, robust CRM data structures that ultimately provide a coherent data experience for users of the CRM and that land meaningfully in our readers dashboards, reports, and data flows to deliver business insights that will drive fundraising success and ultimately propel our mission.
The Director of CRM stewards a team of data professionals with continual opportunities for growth. This role will be a primary partner of the project team to migrate the current fundraising database to a new platform over the next 2 to 3 years. This is a key role in supporting the Foundations Enterprise-Wide Data Strategy.
This role reports to the Senior Director of Data & Reporting and supervises the Assistant Director of Data and Reporting.
Due to Covid-19, employees of LPFCH (Lucile Packard Foundation for Children s Health) are currently working remotely, with the expectation of returning to the office within the next few months (subject to extensions as circumstances warrant). Once the office reopens, employees will transition to a hybrid work model. Please note that LPFCH has a Mandatory COVID-19 Vaccination Policy and that all new employees must submit proof of their Covid-19 vaccination and booster vaccines at the time their employment commences. Alternatively, prior to commencing employment, new employees may request approval for accommodation for an exemption to the policy as permitted by law.
Preference will be given to candidates able to be on site in Palo Alto, CA for 8 days/month though full-time remote candidates will be considered. Compensation will be adjusted for location.

GENERAL POSITION DUTIES AND RESPONSIBILITIES

• Act as the Foundations primary owner of the fundraising CRM.

• Partner as a key advisor and lead business analyst with teams across the Foundation to maintain existing and design new data structures that are sustainable.

• Maintains a holistic view of the CRM to ensure data structures and work is not duplicated, ensuring the CRM and its use is optimized, standardized and scalable.

• Lead all data acquisition and data integrity workflows.

• Establish a culture of shared ownership for data between Advancement Services and subject matter expert/end user teams, including protocols for data structure evaluation and design, proofing, documentation, and maintenance.

• Develop a strong data proofing culture and workflows that the whole team owns, developing checks of all data flows out of the CRM, whether regular or ad-hoc data requests.

• Oversee the building of a long-term sustainable CRM data system by stewarding a culture of effective documentation, cross-training and more.

• Participate in planning and implementation of upgrades; seek opportunities for automation; partner closely with IT.

• Recommend new approaches, procedures, and processes to effect continual improvements in efficiency of department and services performed.

• Function as a member of the leadership team within Advancement Services; partner with Prospect Development and Gift Administration as needed.

• Design, implement and maintain a high-quality CRM training program in partnership with Assistant Director of CRM Operations.

NOTE: We are a dynamic organization in a rapidly changing industry. Therefore, the responsibilities associated with this position will evolve and grow in accordance with LPFCH's business needs and growth plans. More specifically, the incumbent may be required to perform additional and/or different responsibilities based on the future growth plans for the Foundation.

Job Type: Full-time

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