Manager, Membership & Development Operations (CRM Manager)
Scope
Reporting to the Associate Director, Member Development and Engagement, the Manager, Membership & Development Operations is responsible for supporting the overall strategy of the Development department through engagement, recruitment, audience development, and fulfillment of member benefits. Additionally, this role leads the design, implementation, and maintenance of operational procedures for all fundraising activities in coordination with the Finance department and other internal teams as needed.
The ideal candidate will be adept at CRM implementation principles and best practices, and will manage donation tracking, reporting, audience segmentation, and campaign performance analytics. This position requires a high level of accuracy, confidentiality, and integrity, with strong knowledge in database management, data hygiene and analysis, fundraising protocols, and nonprofit operations. This is a full-time exempt role.
Responsibilities
Development and Membership CRM Implementation
-
Serve as the departmental expert in Dynamics 365 and related CRM functionality; stay current with new developments and train internal users.
-
Recommend process improvements and analytics opportunities.
-
Maintain CRM configurations to ensure user-friendly functionality and reporting output.
-
Partner with departments to plan and execute membership communications (renewals, acknowledgments, membership cards, etc.).
-
Lead and manage event registration processes.
-
Support digital engagement and marketing initiatives by sharing posts and content to help expand organizational reach.
Operations & Gift Administration
-
Maintain procedures for Development operations, including financial reconciliation, SOP documentation, and onboarding support.
-
Directly engage and solicit members to meet annual revenue goals and manage benefit fulfillment.
-
Support both public and industry membership cultivation initiatives.
-
Train Development staff on database usage and best practices.
-
Oversee and execute accurate data entry for new customers, memberships, and gift records.
-
Ensure timely and accurate donor acknowledgments and provide annual donor reports.
Data Management & Hygiene
-
Follow best practices for data entry, maintenance, and security.
-
Ensure database integrity and maintain up-to-date contact and membership records.
-
Coordinate with IT, Marketing, Operations, and other teams on system integrations.
-
Reconcile membership and development data with Finance on a monthly basis.
Data Output & Analytics
-
Generate insights and analytics to inform membership strategy and track goal progress.
-
Produce reports and mailing lists for campaigns, appeals, and events.
-
Develop dashboards to provide real-time insights to the development team and leadership.
-
Collaborate across departments to share and apply analytics findings.
Core Competencies
-
Highly organized and deadline-driven
-
Strong leadership skills with the ability to manage cross-functional teams
-
Exceptional verbal and written communication
-
Professional demeanor with excellent interpersonal and administrative skills
-
Strong multitasking ability with attention to detail
-
Creative, resourceful, and solution-oriented
Requirements
-
Bachelor’s degree
-
3+ years of experience in Development and Membership operations or data analytics
-
Proficiency in Dynamics 365 or similar CRM platform
-
Strong skills in Microsoft Office, especially Excel
-
Excellent project management and organizational abilities
-
Willingness to support early morning and evening events as needed
-
Proactive, self-starter attitude with the ability to meet tight deadlines
-
Strong collaboration skills across teams and departments
-
Bilingual (Spanish) a plus
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
#LI-KH2
