Director Enterprise CRM and Digital Platforms

• Global Technology Shared Services

• Enterprise Resource Planning (ERP) Management

• Project Management

• Security

• Business Relationship Management

• Program Technology & Data

• HR Information Systems (HRIS)

• Enterprise CRM & Digital Platforms

IRC's Enterprise CRM and Digital Platforms team within the Information Technology Department is responsible for managing the enterprise supporter management platforms that support the global delivery of the International Rescue Committee’s private sector resources, as well as the key partnerships, advocacy and influence objectives of the Global Partnerships and Philanthropy (GPP), Communications and Advocacy departments. These platforms also play an important strategic role in the creation of IRC’s brand, its awareness and support for fundraising and advocacy goals. The platforms include the Enterprise CRM platform, various donation platforms, the IRC global website and email communications platforms.

Job Overview/Summary:As the lead for the Enterprise CRM and Digital Platforms team, the Director will partner closely with leads across Marketing, Communications, IT, Analytics, Advocacy and Fundraising teams to develop and implement digital technology strategies across the enterprise suite of CRM and digital platforms. These platforms currently include what follows but will likely evolve over time:

• CRM: Salesforce.com (NPSP and NGOC)

• Donation platforms: Springboard donation platform, iRaiser donation platform, Symbolic gift platforms (Shopify, iRaiser, custom Springboard)

• Global Website: Drupal CMS

• Email Communications: IBM SilverPop

The Director, Enterprise CRM and Digital Platforms will understand macro digital business trends across customer experience, social, mobile, analytics and cloud applications/development.S/he will have a proven track record in leveraging new technology and the successful implementation of projects that have translated into direct business impact.

The Director, Enterprise CRM and Digital Platforms will set the digital technology vision working closely with key stakeholders from business teams, ensuring that IRC is poised to respond to disruptive technology trends and to be relevant in a digital future.However, s/he will also take a practical approach to digital transformation, balancing optimization of existing technology while making the right sequence of strategic investment choices to propel business growth, establishing a transition roadmap, and supporting colleagues in adoption and change management.

In a challenging role interacting with multiple key senior stakeholders across multiple departments, the Director, Enterprise CRM and Digital Platforms will be a dynamic leader, capable of forging strong partnerships, and knowing how to champion and successfully implement transformative changes in a complex, global business environment. Strong communication skills will be key.

S/he will enable a continuous improvement methodology and mindset across the Enterprise CRM and Digital Platforms team and build a culture that is highly business responsive, collaborative and innovative.

Major Responsibilities:

• Platform management:
• Responsible overall for the delivery of product roadmaps of prioritized features across the enterprise CRM and Digital platforms.
• Responsible overall for the delivery of platform modifications and enhancements for strategic projects. Manage team through delivery, closely managing progress against objectives, removing roadblocks, and driving full-team problem solving as required.
• Responsible overall for the delivery of operational tasks related to platform management such as trainings and user support, user administration, modifications and enhancements, maintaining security policies, day-to-day operation & backups, etc.
• Thought leadership:
• Identify new opportunities for digital innovation (technologies, markets, partners, trends).
• Develop strategic briefs, presentations and analyses.
• Provide thought leadership on digital priorities based on business, industry and market knowledge and insights working closely with business teams.
• Provide prioritization and strategic management of technology initiatives and strategies as they relate to key business objectives.
• Develop and implement key technology strategies and solutions to optimize digital experience, employing data and donor/business insights.
• Partnership:
• Develop relationships with and partner closely with other teams within IT such as Global Technology Shared Services, Security, Program Technology & Data, Project Management etc. to deliver platform modifications and enhancements.
• Develop relationships with and partner closely with GPP, Communications and Advocacy teams to deliver supporter management journeys, be highly responsive to and support business objectives related to fundraising, awareness and influence through the delivery of platform features.
• Develop relationships with platform vendors to gain insights into product roadmaps, influence strategic choices for the IRC and manage vendors in the delivery of platform modifications and enhancements.
• Team management:
• Manage a strong team of IT professionals consisting of CRM Technical lead, CRM administrators, CRM Trainer, Donation Platform Manager, Website Platform Manager, Outbound Communications Manager and Business Analyst to deliver platform modifications and enhancements, day-to-day operations and compliance to standards.
• Develop and build team to work in a collaborative, business-responsive and innovative culture.
• Actively and effectively communicate across teams and all key stakeholder groups.
• Manage upwards by engaging the CIO and IT Leadership team in key strategic decisions and visioning related to enterprise CRM and Digital platforms.
• Work with the IT Leadership team on cross-IT team initiatives and provide strategic input as needed.

Work Experience: At least 7-10 years of experience in senior technology roles in complex business environments.Experience working for global B2C businesses or non-profits with complex marketing technology and customer/sales/donor journey requirements, or with an agency/consulting background.Specific experience and interest in non-profit marketing and fundraising preferred, with a passion for humanitarian aid and/or international development.

Demonstrated Skills and Competencies:

• Deep experience in delivering projects with digital technology solutions involving e-commerce, web development, digital advertising, social and mobile platforms, content marketing, CRM, marketing automation, social media monitoring, web analytics, and digital app and asset development

• Entrepreneurial spirit, with a hunger for innovative ideas, and an ability to translate those ideas into actionable strategies and tangible business outcomes

• Experience working in a highly business responsive or client service environment

• Ability to adapt quickly to change, making continual adjustments to strategy based on changing external environment and needs of the organization

• Excellent interpersonal skills and proven track record as an effective leader - comfortable with stakeholder engagement and cross-functional working to manage expectations and prioritize work)

• Ability to guide projects from strategic concept to completion

• Strong attention to detail and ability to prioritize tasks, multitask and manage time effectively

• Knowledge of and proven ability to apply project management processes, frameworks and best practices

• Salesforce knowledge and experience is strongly preferred

• Ability and willingness to travel as required

Language Skills:English (fluent)

Certificates or Licenses: PMP Certification or equivalent preferred

Reports to: Chief Information Officer (CIO)

Working Environment:Standard office work environment.

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