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Job description
Director of Constituent Information Management (TJF)
Posted on June 04, 2019
Summary Description of Position
Reporting to the VP: Data Operations & Strategy, the Director of Constituent Information Management is a member of the Business Intelligence Group (BIG), a team established in 2016 to address the ever-growing amount of data being collected by The Jewish Federation and the increased integration of business systems. With strategic oversight of constituent information, a significant outward-facing goal of the Group is to work closely with the various key business units to analyze and expand the prospect to participant and/or donor conversion pipeline and support the annual revenue and engagement goals. The Group also is tasked with improving business processes to create efficiencies with the desired effect of streamlining reporting and work flows and reducing overall expenses.
The Director of Constituent Information Management will have responsibility for developing expertise in Federations constituent relationship system (Blackbaud CRM, known internally as DRIVE) and other business systems overseen by BIG in order to provide direction for coding structures, data entry and delivery, and training and support for end users across the organization. This role oversees a team of three with responsibility for data updates and report delivery, and partners with other members of BIG and IT to support Federation’s fundraising and program engagement efforts as they relate to data and constituent information.
Database oversight
Maintain Blackbaud CRM (CRM) and ensure good data hygiene by implementing, documenting, and enforcing standard operating procedures for entering and exporting data; proactively follow up with other staff to ensure compliance
Identify data stored outside of CRM and determine feasibility of conversion via discussions with colleagues; establish process, documentation, and perform complex data imports
Serve as the subject matter expert for data stored in CRM; potentially serve in this function for additional databases
Determine appropriate coding for various campaigns and appeals in conjunction with Campaign, Creative Services and/or Accounting.
Participate in all decisions impacting data quality and structure
Partner with Application Development Manager in testing and implementation of system upgrades/new functionality and integrations with other modules and systems
Data Delivery
Provide direction on appropriate parameters for event invitations, solicitation mailings, and email campaigns in partnership with Campaign, Program, and Creative Services
Oversee creation of complex queries, exports and data retrievals in CRM for communications, reporting, and analysis
Partner with Data Analytics Manager and the Campaign, Program, and Creative Services teams to analyze and provide data related to appeals, events, and campaign performance.
Develop and deliver clear and accurate reporting and tracking vehicles and instructions for reports, dashboards and data extracts.
User Training & Support
Oversee employee on-boarding related to CRM (and potentially other data sources), including training of new staff members on using the database for both frontline and operational purposes.
Update and create documentation/training manuals/FAQ sheets for data and processes in CRM
Provide departments with documentation specific to their business processes and data structure
Cultivate relationships with potential partners who can act as departmental contacts/resources for level-one assistance
Drive adoption and provide ongoing targeted system training, as well as respond to specific requests for assistance
Supervision & Administrative Duties
Supervise Data Entry Associates, responsible for all record creation, biographical and contact information updates, and mass data entry
Supervise Director of BIG Campaign Operations, responsible for routine and ad-hoc data delivery and supporting Campaign initiatives
Prioritize requests for data entry and data delivery and clearly communicate to team and requestors
Participate in the cross-departmental CRM working group representing the Business Intelligence Group; help address new challenges and integrations, transmitting updates and information to the team as appropriate
Additional Duties
Be available to supervisor for additional assignments, as required, including assisting with the Campaign.
Education & Experience Required For Position
The successful candidate will be comfortable working in a dynamic, data-driven environment and enjoy working with colleagues from departments across Federation. A balanced mix of interpersonal, business, analytical, and technical skills is required for success in this position.
Experience serving in a direct supervisory role, as well as leading by influence rather than authority
Ability to take initiative, respond creatively to challenges, and be flexible and adaptable to competing demands
Demonstrated experience in managing multiple projects simultaneously with changing priorities and tight deadlines, as either project lead or team participant
Strong oral communication skills to speak in a variety of settings to provide information, explain procedures and system functionality, and persuade others to understand and implement a specific action
Strong written communication skills to relate complex information clearly and logically; ability to write and edit grammatically correct training materials while maintain consistency in form and format
Demonstrated ability and experience developing process and system documentation in a form that can be used by both data processors and non-technical colleagues with minimal experience
Skilled at providing technical customer support in person, by phone, and by email; superior customer service skills and positive attitude
Strong interpersonal skills to work and interact with colleagues with varying degrees of interest in and experience with data
Ongoing commitment to awareness and research of emerging technology, systems, features, software, and best practices.
Ability to quickly learn and understand a variety of business applications
Detailed understanding of constituent relationship management database systems required, preferably in a non-profit and/or fundraising environment; BlackBaud products preferred
Ability to identify issues and provide guidance in resolving complex systems issues.
Advanced skills in Microsoft Excel, proficiency in the entire Microsoft Office suite.
Comfort working with large data sets
Should have 5 or more years’ experience in work and/or education related thereto
Degree in information systems, business, or related field preferred
We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring.
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Worksite address
los angeles, CA, 90079, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.