Sr. Manager, CRM Program

Position Summary: (Hybrid, 3 days in office - Alexandria, VA)

The Senior Manager, CRM Program performs a key role in the Information Technology team reporting into the IT PMO. The Senior Manager serves as Salesforce CRM product owner and is responsible for the Salesforce CRM implementations execution, setting priorities to optimize the use of the CRM Salesforce technology in support of key business processes, data and platform governance.

Key Responsibilities/Essential Duties of Position:

The candidate must be able to successfully perform the essential duties below: 

• Serve as a CRM SME, providing technical and analytical guidance to the organization.
• Drive CRM initiatives and alignment between UWW operational and information technology. 
• Drive continuous stakeholder engagement to ensure CRM supports users in meeting their respective goals and objectives.
• Build strong relationships with stakeholders across the organization to identify requirements and opportunities for CRM adoption and optimization.
• Lead business analysis through data discovery and governance.
• Drive and contribute to CRM platform documentation and best practices.
• Participate in planning CRM training and adoption. 

Product Management

• Manage CRM product roadmap prioritization, including requirements for future integrations and identifying key dependencies.
• Partner with users across the organization to gather requirements and ensure functionality supports each organizational area’s goals and objectives in support of the daily user experience.
• Translate business goals and objectives into requirements and partner with the CRM solution owner on new product enhancements.
• Align the product roadmap with the organizational strategy.
• In partnership with Technical Owner, manage deployment of new enhancements by managing timelines, level of effort, documentation, and interfacing with users for user acceptance testing and feedback. 
• Manage relationships with vendors related to system support including needs, managing scope, deliverables, and overall partnership execution as needed.
• Identify opportunities and share recommendations with leadership on IT tools and vendors on anticipated cost, potential savings or other budget recommendations.
• Contribute to the comprehensive Risk Management Plan for CRM environment.
• Proactively identify risks and opportunities, maintain issue log, and drive risk mitigation and solutions.
• Partner with Privacy and Cybersecurity on continuous risk mitigation on data security and privacy practice adherence.
• Partner with CRM Technical Owner to propose and ensure implementation of CRM best practices.
• Partner with IT Data Governance and Strategy on CRM data governance practices, policies and procedures.

JOB REQUIREMENTS

Minimum requirements include: 

• Bachelor's Degree
• Salesforce Advanced Administrator certification
• 3 years of Salesforce implementation working experience 
• Experience with designing and implementing business processes.
• Experience in the United Way Network (UWW or Local) or similar federated organization (nonprofit is a plus).
• Demonstrated bias for action, working collaboratively and with an entrepreneurial spirit.
• Excellent relationship management and communications skills, written and verbal.
• Conversant in core elements of change management and project management.
• Experience in management and execution of multiple related development projects simultaneously, particularly as project manager on systems development, with working knowledge of Systems Development Lifecycle and the Project Management Lifecycle.
• Track record of delivering successful projects in large, distributed network.

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job. You should be able to work on-site in the Alexandria, VA location; relocation assistance is not offered. 

SALARY STATEMENT:

The budgeted lifespan salary range for this position is currently $90,000 to $95,000 per year. Salaries are determined by several factors including applicant’s knowledge, skills, experience, position, equity, and market.

COMPETENCIES

An individual must be able to demonstrate the following competencies at a satisfactory level and be able to work onsite in Alexandria, VA:

Accountability/Results Orientation - Is accountable for the work results and performance to budget of an assigned department, as well as the effective and efficient utilization of UWW resources (human, financial, and capital.)   Articulates and communicates work goals and objectives, as well as expected work results. Establishes work quality standards for assigned teams in order to help ensure the attainment of departmental goals and objectives. Accepts responsibility for the outcomes achieved. Protects the United Way brand, promoting its relevance and statue to the extent possible. Behaves ethically and honestly in all activities done on behalf of UWW and the movement. Demonstrates a commitment to UWW’s values, including diversity and inclusiveness.

Decision-Making/Risk-Taking - Weighs the pros and cons of available options and makes departmental decisions. Seeks input from team leaders on the potential impact of decisions on their ability to effectively achieve desired outcomes/results. Identifies and communicates departmental/organizational tactics, challenges and opportunities. Encourages risk-taking.

Teamwork Collaboration - Builds a cohesive and diverse department. Supports and motivates others to contribute to the department. Determines the composition of teams required to accomplish departmental goals and objectives. Provides direction and clarity around goal priorities to empower work departments to be effective in collaborating to meet established departmental goals and objectives. Initiates and directs group change initiatives and serves as a change agent.

Relationship Management - Embodies and promotes UWW's values and guiding principles. Promotes a "win-win" philosophy in dealing with others. Serves as a role model in dealing with others to accomplish organization goals and objectives. Works effectively with United Way staff, volunteers and other stakeholders to achieve strategic direction. Able to manage and sustain key relationships to benefit the United Way movement and/or UWW. Formulates and communicates in an ethical and politically sensitive manner.

Communications - Expresses ideas and concepts in a clear and concise manner. Is persuasive and influences others. Actively listens to others to understand their perspectives. Seeks input and feedback on individual, team and departmental performance and environment. Supports openness.

This role requires a blend of technical expertise, analytical prowess, and effective communication skills to derive actionable insights from complex datasets. The successful candidate will contribute significantly to strategic decision-making processes by harnessing the power of data lake technologies and predictive analytics tools. 

If you are passionate about turning data into actionable insights and contributing to organizational success, we encourage you to apply.

ABOUT UNITED WAY WORLDWIDE

United Way Worldwide seeks diverse, qualified professionals who want to make a difference in the world. If you are passionate about your work and desire to help others achieve enhanced education, income, and health, United Way Worldwide is the place for you.

United Way Worldwide is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, creed, disability, veteran status, marital status, age, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin or ancestry, genetic information, and other legally protected characteristics, in accordance with applicable laws. The EEO is the Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. If you need a reasonable accommodation because of a disability for any part of the employment process, please call (703) 836-7100 and provide the nature of your request and your contact information.

We are a charter member of Employers of National Service and encourage AmeriCorps, Peace Corps, and other national service alumni to apply.

United Way Worldwide is located in Old Town Alexandria, VA. We offer competitive salary and excellent benefits including: health, dental, life, short-term and long-term disability, employee assistance program, 403(b) plan, tuition assistance, paid time off, family sick leave, medical appointment leave, parental/adoption leave, dress for your day, free parking, onsite gym, monthly volunteering opportunities, and more.

UNITED WAY WORLDWIDE’S DIVERSITY, EQUITY & INCLUSION STATEMENT OF PRINCIPLE

We take the broadest possible view of diversity. 

We value the visible and invisible qualities that make you who you are.

We welcome that every person brings a unique perspective and experience to advance our mission and progress our fight for the health, education, and financial stability of every person in every community.

We believe that each United Way community member, donor, volunteer, advocate, and employee must have equal access to solving community problems.

We strive to include diversity, equity, and inclusion practices at the center of our daily work.

We commit to using these practices for our business and our communities.

Join us in embracing diversity, equity and inclusion for every person in every community.

LIVE UNITED