The Resource Development Operations Manager is a key role responsible for managing Solid Ground's Donor Database(s) and Resource Development (RD)'s operations and administrative tasks. The Manager is responsible for maintenance, reporting, data entry and reconciliation of all donor engagement and fundraising metrics for the RD and Communications teams (Joint Team).This includes managing the CRM database, running all Joint Team data, preparing reports for Solid Ground's leadership team, Board of Directors and Joint Team dashboards, managing all of the Joint Team's contracts with vendors and outside service agreements, leading monthly private revenue reconciliation in collaboration with the Finance team, managing Joint Team calendars and SharePoint sites, supervising RD interns, work-study students, and RD volunteers, and ensuring the Joint Team has what it needs to engage, grow and retain donors toward our mission of ending poverty and oppression. The role is an ideal fit for a passionate social justice champion who has strong organizational skills, project management experience, vendor management experience, and has master-level competency with relational databases. Essential Responsibilities, Duties & Tasks:
Donor Database(s) Management: Lead on all aspects of CRM database management for the Joint Team, including data entry and supervision of database volunteers/work-study students, maintaining and ensuring data quality, managing data migration to new systems, and lead on managing and maintaining CRM vendor relationships, billing, and contracts. The CRM database holds all the relational donor information for Solid Ground as well as all private revenue details for the agency.
Specific duties include (but are not limited to):
Create, implement and maintain the Database Policy and Procedure manual to maintain data integrity by enforcing a standardized protocol for use of the database including data entry, maintenance, reports, and other data extraction. Develop systems to ensure that data accuracy and maintain user controls and protocols through thorough data entry and quality control procedures. Lead all data-focused efforts with a full understanding of the complexity of Solid Ground's data management systems. Process all contributions made to Solid Ground and ensure donor gratitude is relayed within 48 hours. Generate acknowledgement letters/tax receipts using agency template and nonprofit sector best practices. Coordinate and lead staff training for all database systems and provide ongoing support. Lead constituent data entry, management, and query needs of the RD and Joint Teams. Serve as lead liaison to database and gift processing vendors and their technical support. Manage all billing and contracts with CRM vendors. Supervise and support database volunteers & workstudy students. Support RD's donor stewardship as a donor ambassador for Solid Ground's work and provide support via phone and email for donor inquiries and requests. Lead CRM evaluation/review prior to contract renewal. Recommend renewal or competitive bidding process. Lead evaluation and comparison process of various CRM options. Data Analysis & Reporting: Responsible for monthly, quarterly, and annual donor data analysis for RD, Communications, and Volunteer Services teams to key stakeholders including internally for Joint Teams and externally for Solid Ground's Strategic Leadership Team and Board of Directors. Specific duties include (but are not limited to): Consolidate, track, and analyze donor data across all fundraising efforts including bulk digital and mail communications, event invites, constituent outreach, fundraising campaigns, and volunteer service. Using donor analytics, provide data-based input to inform agency fundraising strategies. Create, update, and run a portfolio of regular reports including, but not limited to, lapsed donors, revenue reports, campaign response rate, recent gifts, and other ad hoc reports using Excel, CRM, and Crystal Reports. Collaborate with all Joint Team leadership and staff to develop and generate strategic custom reports and other donor data queries. Serve as main point of contact for organizational mailing lists and donor lists for direct mail campaigns, newsletters, annual report, and event invitations. Support planning and strategy for year-end appeal and other campaigns through reporting and analysis of past giving trends. Create systems for ongoing tracking of metrics-based fundraising goals and develop monthly, quarterly, and annual reports to monitor progress for all stakeholders agencywide. Manage monthly reconciliation with the Finance team of pledges receivable and bank account deposit transactions, as well as annual reconciliation of all contributions. Work with the grants team, finance team, Joint Teams, and other departments to ensure all are aware of gifts received. RD and Joint Team Operations Management: Manages day-to-day operations and administrative duties for the RD team and larger Joint Team from maintaining calendars to managing vendor relationships, billing, and contract/outside service agreements. Specific duties include (but are not limited to):
Organize and manage the Joint Team meeting calendar including various recurring meetings, donor strategy meetings, and PTO calendars. Create team meeting agendas in partnership with Director and Managers. Take notes and track follow-up of items assigned during team meetings. Act as primary contact for all outside service agreements, contracted services, and vendors for RD operations including events and digital campaign software. Provide on-site support for donations and in-kind drop-off/pick-up coordination. Schedule and handle registration for regular tours of Solid Ground facilities for donors and new staff with applicable departments. Arrange logistics and staff coverage for funder site visits. Act as the point of contact for Office Support and other outside parties. Assess questions and requests to either fulfill them or channel them to the correct team member. Manage RD material stocks and partner with Communications or Office Support to reorder when supplies are low. Support, track, and review quarterly RD expenses and annual budget creation Supporting Additional Agencywide Technology Initiatives: Acts as technical support on agencywide technology initiatives including MS365 implementation and migration to online processes and procedures for administrative workflow.
Specific duties include (but are not limited to):
Provide technical assistance on agencywide database creation and implementation. Support agencywide MS365 adoption and implementation. Create online process and procedure for agencywide administration workflow.
Education & Experience:
Requires one of the following:
a) 4 years of experience with donor databases or CRM systems, including: gift processing, record updates, user administration, and reporting; OR
b) Bachelor's Degree along with 2 years of experience with donor databases or CRM systems; OR
c) Any combination of education, experience and measurable performance which demonstrates the capability to perform the duties of this position.
Minimum Qualifications:
At least three years of experience with donor databases or Content Relationship Management systems, including: gift processing, record updates, user administration, and reporting. Highly competent with a leading donor or customer management software program, as well as Microsoft Excel, Microsoft Word, and Outlook. Strong interpersonal skills with the ability to collaborate and work as part of a team. Outstanding organizational skills, attention to detail, project management skills, and the ability to manage multiple deadlines and priorities. Analytic thinker who identifies efficiencies, areas for improvement, and data trends. A commitment to providing quality stewardship to all Solid Ground constituents, and the ability to develop a positive working relationship with staff, volunteers, board members, donors, and community supporters. Detail oriented, with strong organizational skills. ? Experience working in communities of color. Willingness and ability to work with people from a variety of racial, cultural and economic backgrounds, with various lifestyles, sexual orientations, and of all ages. Excellent communication skills, both oral and written, especially to communicate complex data in an approachable way. Ability to work individually in a self-directed manner and as part of a team in group projects. Ability to take general direction and apply it to specific circumstances as the situation requires. Desired Qualifications:
Prior fundraising experience.
Experience with training staff at all levels of user skill and interest.
Prior experience in a nonprofit or social service setting.
Prior experience operating Raiser's Edge or Virtuous database including event modules.
Demonstrated history of creative, collaborative problem solving to anticipate the needs of the organization and other team members to translate those into practical solutions.
Prior experience managing and evaluating CRM vendors and contracts.
Prior experience managing interns/workstudy/volunteers. Physical Demands/Working Conditions: This position works in an office setting 95% of the time and in the field 5% of the time. Position requires employee to occasionally lift up to 30 pounds and push/pull up to 30 pounds. Employee will spend 75% of their time working in office on the computer, 10% on the phone and miscellaneous office work and 10% in meetings. Position has ability to sit/stand as needed. Until further notice, Solid Ground requires all employees to be fully vaccinated against COVID-19.
