Manager, CRM Operations 27419 https://sfmoma.snaphire.com/job?jobmc=27419GOOGLE https://sfmoma.snaphire.com/job?jobmc=27419GOOGLE
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Location: San Francisco 151 3rd Street San Francisco CA 94103 USA

Industry: 2-5 years

Department: Development
Work Hours: Full-Time
Experience: BA

Date Posted: 05 Apr 2019

Valid Through: 28 Apr 2019 23:55

Art transforms lives. It provokes us to think, to express, to explore our own creativity, to envision new possibilities. SFMOMA expanded the museum to provide a better experience for our visitors and a better home for our expanding collections, including the SFMOMA collection and the Fisher Collection, one of the finest collections of contemporary art in the world. The new SFMOMA, designed in collaboration with the architecture firm Snøhetta, opened May 14th 2016. With this project, we are transforming not just the museum's physical presence, but also our contributions to the community, enhancing SFMOMA's role as a place for learning, inspiration, and interaction for visitors from the Bay Area and beyond. We are making SFMOMA a magnet for contemporary art and for the audiences who will engage with it.

 

The Manager of CRM Operations is responsible for directing membership and development database functions using the museum's enterprise CRM system, Tessitura. The individual supervises a high functioning four-person team entrusted with the management of member and donor biographic information and membership and contribution processing. The manager sets the strategic direction for CRM Operations, and in close collaboration with the Assistant Director of CRM, ensures all membership and development CRM processes and reports are optimized and in alignment with the strategic goals of the External Relations division and the museum.

 

KEY RESPONSIBILITIES:

  • Lead and direct CRM business services in support of membership and development activities.
  • Lead and direct the four-person CRM Operations team in the accurate and timely input, throughput, and output of membership and development data. Supervises and mentors staff while providing opportunities for professional development.
  • Oversee the development and maintenance of policies and standard operating procedures related to membership and development database activities and processes; lead annual business process evaluation to ensure alignment with best practices.
  • Oversee the production and distribution of membership and development reports. Develop financial, statistical, and ad-hoc reports as needed.
  • Provide internal and external clients with CRM data extractions, insights, and analysis to support and inform membership and development strategies.In collaboration with the Assistant Director of CRM, oversee and manage CRM system configuration for membership and development database functionality.
  • Identifies, analyzes and implements activities to increase efficiency, improve workflow, and optimize Membership and Development staff use of the Tessitura application.
  • Provide application and business expertise to identify, evaluate, and implement new products and services in support of membership and development activities.
  • In close collaboration with the Finance team and other stakeholders, ensure CRM revenue reconciliation on a daily, monthly, and annual basis. 
  • Develop and perform daily and weekly audits to ensure the integrity and security of membership and development data. Manages quality control measures for maintenance of biographical and financial information of members, donors, and prospects.
  • Collaborates with all internal stakeholders to ensure all CRM Operations business processes comply with overall CRM governance structure. Represents the CRM Operations division in the Tessitura User Group and/or associated sub-committees.
  • Perform other duties as assigned.

 

MINIMUM QUALIFICATIONS:

  • Bachelor's degree from an accredited college or university
  • Three (3) to four (4) years working with relational databases required, Tessitura experience preferred; three (3) years of related experience in a large non-profit, arts and culture organization preferred.
  • Solid knowledge of fundraising and membership programs, development services best practices, and IRS regulations related to charitable giving.
  • Proven ability to manage, motivate, and develop staff.
  • Familiarity reading and writing SQL queries to extract and analyze data preferred
  • Demonstrated ability to interpret and present information clearly and accurately in writing, verbally, and through reports or other materials.
  • Passion for problem-solving, knowledge, and collaboration.
  • Experience training and managing individuals to adopt applications.
  • Proficiency in MS Office suite, and intermediate MS Excel skills (Vlookups, Pivot Tables, if/then statements) preferred.

 

Skills and Abilities:

  • Attention to detail. Ability to manage and complete detailed assignments within a specified timeframe and adapt to changing situations and priorities.
  • Ability to work independently and collaboratively in a results-oriented, fast-paced, and complex work environment.
  • Excellent analytical and critical thinking skills.
  • Excellent organizational, prioritization, communication, and interpersonal skills.
  • Ability to work well and build relationships with different areas of the business.
  • Ability to effectively engage with and present to all levels of management.
  • Tact, sound judgment, and diplomacy handling confidential and sensitive information.

 

WORKING CONDITIONS:

 

Physical Demands: Lifting of no more than 15 pounds.

 

Special Environmental Factors: Largely desk work and close office setting.

 

 

POSITION:                                 Manager, CRM Operations

DEPARTMENT:                            CRM Enterprise Services

SUPERVISOR:                             Director, CRM Enterprise Services

SCHEDULE:                                  Full time

 

We are an equal opportunity employer committed to diversity.

 

Manager, CRM Operations

Art transforms lives. It provokes us to think, to express, to explore our own creativity, to envision new possibilities. SFMOMA expanded the museum to provide a better experience for our visitors and a better home for our expanding collections, including the SFMOMA collection and the Fisher Collection, one of the finest collections of contemporary art in the world. The new SFMOMA, designed in collaboration with the architecture firm Snøhetta, opened May 14th 2016. With this project, we are transforming not just the museum's physical presence, but also our contributions to the community, enhancing SFMOMA's role as a place for learning, inspiration, and interaction for visitors from the Bay Area and beyond. We are making SFMOMA a magnet for contemporary art and for the audiences who will engage with it.

 

The Manager of CRM Operations is responsible for directing membership and development database functions using the museum's enterprise CRM system, Tessitura. The individual supervises a high functioning four-person team entrusted with the management of member and donor biographic information and membership and contribution processing. The manager sets the strategic direction for CRM Operations, and in close collaboration with the Assistant Director of CRM, ensures all membership and development CRM processes and reports are optimized and in alignment with the strategic goals of the External Relations division and the museum.

 

KEY RESPONSIBILITIES:

  • Lead and direct CRM business services in support of membership and development activities.
  • Lead and direct the four-person CRM Operations team in the accurate and timely input, throughput, and output of membership and development data. Supervises and mentors staff while providing opportunities for professional development.
  • Oversee the development and maintenance of policies and standard operating procedures related to membership and development database activities and processes; lead annual business process evaluation to ensure alignment with best practices.
  • Oversee the production and distribution of membership and development reports. Develop financial, statistical, and ad-hoc reports as needed.
  • Provide internal and external clients with CRM data extractions, insights, and analysis to support and inform membership and development strategies.In collaboration with the Assistant Director of CRM, oversee and manage CRM system configuration for membership and development database functionality.
  • Identifies, analyzes and implements activities to increase efficiency, improve workflow, and optimize Membership and Development staff use of the Tessitura application.
  • Provide application and business expertise to identify, evaluate, and implement new products and services in support of membership and development activities.
  • In close collaboration with the Finance team and other stakeholders, ensure CRM revenue reconciliation on a daily, monthly, and annual basis. 
  • Develop and perform daily and weekly audits to ensure the integrity and security of membership and development data. Manages quality control measures for maintenance of biographical and financial information of members, donors, and prospects.
  • Collaborates with all internal stakeholders to ensure all CRM Operations business processes comply with overall CRM governance structure. Represents the CRM Operations division in the Tessitura User Group and/or associated sub-committees.
  • Perform other duties as assigned.

 

MINIMUM QUALIFICATIONS:

  • Bachelor's degree from an accredited college or university
  • Three (3) to four (4) years working with relational databases required, Tessitura experience preferred; three (3) years of related experience in a large non-profit, arts and culture organization preferred.
  • Solid knowledge of fundraising and membership programs, development services best practices, and IRS regulations related to charitable giving.
  • Proven ability to manage, motivate, and develop staff.
  • Familiarity reading and writing SQL queries to extract and analyze data preferred
  • Demonstrated ability to interpret and present information clearly and accurately in writing, verbally, and through reports or other materials.
  • Passion for problem-solving, knowledge, and collaboration.
  • Experience training and managing individuals to adopt applications.
  • Proficiency in MS Office suite, and intermediate MS Excel skills (Vlookups, Pivot Tables, if/then statements) preferred.

 

Skills and Abilities:

  • Attention to detail. Ability to manage and complete detailed assignments within a specified timeframe and adapt to changing situations and priorities.
  • Ability to work independently and collaboratively in a results-oriented, fast-paced, and complex work environment.
  • Excellent analytical and critical thinking skills.
  • Excellent organizational, prioritization, communication, and interpersonal skills.
  • Ability to work well and build relationships with different areas of the business.
  • Ability to effectively engage with and present to all levels of management.
  • Tact, sound judgment, and diplomacy handling confidential and sensitive information.

 

WORKING CONDITIONS:

 

Physical Demands: Lifting of no more than 15 pounds.

 

Special Environmental Factors: Largely desk work and close office setting.

 

 

POSITION:                                 Manager, CRM Operations

DEPARTMENT:                            CRM Enterprise Services

SUPERVISOR:                             Director, CRM Enterprise Services

SCHEDULE:                                  Full time

 

We are an equal opportunity employer committed to diversity.

 

Job Details

Reference # 27419
Posted on 05 Apr 2019
Closes on 28 Apr 2019 23:55
Department Development
Expertise 2-5 years
Career level BA
Hours/Status Full-Time
More details (document)

SFMOMA's COMMITMENT TO FAIR HIRING PRACTICES

SFMOMA is deeply invested in supporting and developing a vibrant, diverse, talented workforce. As an employer, we promote and instill our mission and values in every member of our team. We strive to create a welcoming, illuminating and participatory workplace to encourage creativity and active engagement with art and our visitor community.

SFMOMA is an Equal Opportunity Employer, committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.

SFMOMA will give full consideration for employment to all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance (SF Police Code, Article 49).

As required by law, SFMOMA participates in E-VERIFY and will provide the Social Security Administration and, if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization.

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