Customer Relationship Management (CRM) - Manager
COLUMBUS, OH
Full Time
Experienced
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
- Oversee the management, configuration, and customization of the CRM system (e.g., Salesforce, Tessitura).
- Collaborate with departments to understand needs and develop solutions to optimize the workflows of the CRM system for ticketing, membership, donor engagement, gift shop operations, facility rentals, and program management.
- Identify and implement improvements to ensure the CRM system aligns with organizational and departmental goals.
- Experience with workflow, process builder, fields, page layouts, record types, custom settings to ensure system optimization.
- Maintain high standards for data quality, accuracy, and consistency across all records.
- Develop and deliver data reports and dashboards to support decision-making and performance analysis.
- Create and enforce data governance policies, including data entry protocols and regular audits.
- Experience with dashboards and reports to support actionable insights and data-driven decisions.
- 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.
- Partner with Advancement, Marketing, and Program teams to ensure CRM data is leveraged effectively for campaigns, outreach, and reporting.
- Develop and deliver training programs to enhance staff proficiency in CRM system use.
- Provide ongoing support and act as a primary resource for CRM system-related questions and troubleshooting.
- Use data insights to recommend strategies that enhance constituent engagement and organizational efficiency.
- Monitor industry trends to ensure the CRM system remains cutting-edge and aligned with best practices.
ESSENTIAL SKILLS & DESIRED QUALIFICATIONS OF CUSTOMER RELATIONSHIP MANAGER
- 3+ years of experience managing CRM systems, with a preference for nonprofit or arts and culture organizations.
- Proficiency in CRM platforms such as Salesforce, Tessitura, Blackbaud, or similar.
- Strong analytical skills and experience creating data reports and dashboards.
- Excellent communication and collaboration skills, with the ability to train and support diverse teams.
- Knowledge of data governance and security best practices.
- Experience with workflow, process builder, fields, page layouts, record types, custom settings, dashboards, and reports.
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
Strategic Thinking: Ability to align CRM system initiatives with organizational goals.
Detail-Oriented: High level of accuracy and thoroughness in data management.
Problem-Solving: Proactive in identifying challenges and implementing solutions.
Leadership: Capable of leading cross-functional teams and driving adoption of CRM best practices.
Mission-Driven: Passionate about honoring veterans and supporting the museum’s mission.
This role requires strong communication, professionalism, and a commitment to cultural values, fostering an inclusive, respectful, and collaborative environment aligned with the museum’s mission.
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.
Apply for this position
Required*