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CRM Systems Manager

HOPE International



The CRM Manager is the leader of development, support, and ongoing innovation for HOPE International’s Customer Relationship Management system (Salesforce NPSP) and related applications. The CRM Manager directly supervises the CRM team staff, while providing project management leadership on a portfolio of projects. In this role, s/he is responsible for the coordination of cross-functional working groups and a strategic change advisory board between the Development, Marketing, Finance, and Technology teams to enhance the donor experience, internal operations, and strategy for HOPE International.


Promote and fulfill the mission and vision of the organization.

Strategy Development & Implementation

  • Serve as a technical expert and advisor in cross-departmental strategic planning teams to inform platform development and innovation
  • Align CRM work plans and system development cycles to accomplish strategic plan goals, with regular reporting on goal progress and achievement
  • Advise and educate HOPE International leadership on the impact of new technical applications and their applicability to HOPE’s requirements

CRM Team Management

  • Directly supervise the staff and activities of the CRM team, investing in their personal and professional development
  • Direct the CRM team’s helpdesk support delivery functions to ensure timely, accurate, and professional service delivery
  • Manage the CRM bi-annual budgeting process and advise departmental leaders on CRM-related budgetary matters
  • Promote and oversee strategic relationships between internal resources and external entities, including vendors, consultants, and partner organizations

CRM System Development & Management

  • Lead ongoing development, maintenance, and optimization of HOPE’s CRM instance (Salesforce NPSP) and related financial, reporting, and marketing applications in compliance with security, data privacy, and organizational needs
  • Lead agile prioritization and management of constituent development proposals, assigning staff resources to the appropriate work channels and liaising with department leaders regarding requests and roadmaps
  • Provide project management leadership on critical improvement or implementation projects, while working with other project leads to guide a portfolio of related projects
  • Facilitate a cross-functional change advisory board in assessment of relationship management and constituent needs and implementation of solutions, including leading technical advising, pipeline/channel management, and business analysis
  • Collaborate with cyber security officers and internal audit resources to ensure the integrity of the CRM system, data, and operations.
  • Lead and advise the acquisition, development and implementation of any new CRM software and related applications across the organization.


  • Personal confession of Christian faith and commitment to the mission and vision of HOPE International.
    Work experience:

    • Minimum 3-5 years of experience in CRM system administration required
    • Minimum of 2 years team leadership and project management experience required
    • Experience in non-profit or financial technology services sectors strongly preferred
  • Salesforce experience required; Salesforce certification and experience in other CRM platforms and applications is a plus
  • Bachelor’s degree in information or computer science, finance, business management, or related field required
  • Demonstrated excellence in cross-team communication and organizational skills; experience with agile processes required, while PMP, Six Sigma, ITIL, etc. certifications are a plus
  • Creativity, flexibility, and the ability to manage people gracefully under pressure and with competing priorities
  • Strong analytical and technical problem-solving capacity
  • Ability to communicate technical solutions, strategies, and value with business leadership
  • Demonstrated desire to help people that have been brought low by poverty or other circumstances regain hope, dignity, and ability to support themselves and their families


Lancaster, PA
Executive/Senior Management
$60,000 to $67,000
Posted on:
October 13, 2021

How to Apply

Please follow this link to apply: https://www.hopeinternational.org/take-action/opportunity/crm-systems-manager