Shelter CRM Manager, Shelter Services

Summary:

The Shelter CRM Manager, Shelter Services will  manage the ASPCA’s  centralized Shelter Customer Relationship Management (Shelter CRM) solution and maintain the enterprise data governance process, working cross-functionally with ASPCA departments who partner with shelters and rescues across the country. 

The Shelter CRM Manager will serve as a resource and advisor to program teams and stakeholders across our organization as they onboard to and utilize this new, centralized solution. This individual will collaborate with and support multiple teams  in learning and implementing  new data tracking methods; oversee the consistent use of the solution, including developing shared data definitions and use case examples; be responsible for regular maintenance of the system in partnership with IT when necessary, and analyze data and propose potential future use cases. They will also work with teams and leadership to create reports, visualizations, and dashboards in support of operational and programmatic data needs. This individual will also contribute to the enterprise data governance initiative, which includes creating policies, standards, and best practices.

This remote-based position is open to all eligible candidates based within the United States. The Manager will be expected to work Monday-Friday, supporting teams that work across all time zones, but primarily in the eastern time zone. 

Responsibilities:

Responsibilities will include, but are not limited to:

CRM Project Collaboration and End-User Support (50%)

• Serve as lead in supporting and guiding ASPCA departments in defining and documenting all data fields in the CRM
• Determine, document and help implement data consistency rules, permission levels, for each field in the CRM in order to ensure data integrity and maintain the CRM as the “golden record” for shelter and rescue partnership information
• Assist ASPCA departments in data compliance and cleaning efforts, in preparation for onboarding to the new system
• Work with IT and departments on the migration of data into the new CRM
• Onboard ASPCA departments to the new, centralized CRM, including but not limited to creating and providing trainings and training materials for the CRM
• Facilitate the transfer of data maintenance to the departments once onboarding and training are complete
• Serve as the subject-matter expert for the CRM solution, data organization, and reporting, including assisting ASPCA departments with dashboard and reporting needs
• Support departments with identifying ways to leverage the CRM to evaluate and make data-driven decisions
• Conduct quarterly status checks with departments to capture stakeholders
• Facilitate sharing of knowledge, best practices, and analytical approaches within the organization

Support Optimization and Improvement of the CRM (25%)

• Identify needed improvements to the CRM; create compelling business use cases and advocate for these improvements with leadership and help with implementation for the CRM
• Conduct data cleaning, data management, data restructuring, and data quality management within the CRM solution
• Support any CRM updates for new features and processes, collaborating with IT and departments as needed
• Support and maintain Standard Operating Procedures (SOPs) related to the CRM

Data Governance (25%)

• Ensure data governance within the Shelter CRM platform
• Participate in the enterprise data governance process
• Share and refine Shelter CRM field definitions and documentation to ensure consistency across all systems
• Represent and support departments using the Shelter CRM as it is integrated into the org-wide systems and practices
• Help promote and evolve business processes that promote governance and enable org-wide reporting on partnerships
• Engage with IT on relevant data mapping and importing
• Ensure ongoing maintenance of excellent data integrity in the Shelter CRM

Exemplifies the ASPCA’s Core Values:

• Has Commitment and dedication to improving the lives of animals
• Demonstrates Ownership and feels responsible for outcomes
• Believes in Team – that we are stronger together
• Seeks to Elevate others and reimagine what is possible
• Focuses on Impact, specifically making change for animals

Qualifications:

• Proven track record of collaboration with multiple stakeholders  
• Ability to evaluate results and iterate to improves processes
• Ability to create connections between people, ideas and plans across departments
• Effectively plans, organizes and prioritizes work
• Ability to adapt quickly to new ways of working, relationships or responsibilities
• Supports the development of others within and across teams by proactively sharing advice and knowledge
• Seeks to understand others’ perspectives and willingly comes together with others to achieve collective goals
• Advanced ability to present information clearly in verbal and written form

Language:

English (required)

Education and Work Experience:

• High school diploma, GED, or equivalent professional experience required; B.A./B.S. degree preferred
• Minimum 3 years’ experience in a business analysis, data analysis, customer success or similar role
• At least 2 years’ experience developing and/or maintaining a CRM (i.e. Salesforce, Hubspot, Zoho) in a professional setting required; experience with Salesforce and/or Hubspot preferred
• Demonstrated experience managing and manipulating data from multiple data sources
• Experience with data analysis, including developing reports, dashboards, and data visualizations to help identify trends and propose recommendations required
• Experience supporting software implementations and/or onboarding to a new system preferred (e.g. working with an implementation partner on system development and roll-out, developing and leading trainings for users, developing/maintaining cross-team SOPs, etc.)
• Working knowledge of data governance processes preferred

Compensation

The target hiring range is based on where the employee works, which for remote roles is the employee’s primary location of residence, and its respective cost of labor.  You can view which zone applies to you based on your location (aspca.app.box.com/v/aspcazonetable). For questions regarding locations not on the list, please send an email to Careers@aspca.org for more information.
 

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary ranges for this role are set forth below and may be modified in the future. 
 

• Zone 1: $62,000-$66,000 annually
• Zone 2: $68,000-$73,000 annually
• Zone 3: $75,000-$80,000 annually

Benefits

At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:

• Affordable health coverage, including medical, employer-paid dental, and optional vision coverage.
• Flexible time off that includes vacation time, sick and bereavement time, paid parental leave, 10 company paid holidays, and paid personal time off that allows you even more flexibility to observe the days that mean the most to you.
• Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year.
• Robust professional development opportunities including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field, and so much more.

For more information on our benefits offerings, visit our website.

Qualifications:

Language:

Education and Work Experience:

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.  A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA.  Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status,  or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).