Careers: National Specialist, CRM and Digital Campaigns

WHY BIG BROTHERS BIG SISTERS OF CANADA?

Since 1912, Big Brothers Big Sisters has been a social justice champion making a positive difference in the lives of Canada’s children and youth. Through the “power of three”–the family; the organization; and the mentor–we provide children the life-changing developmental relationships they need to reach their full potential.

Big Brothers Big Sisters of Canada enables life-changing mentorship relationships to ignite the power and potential of young people. With 90+ member agencies serving more than 1,100 communities across Canada, each year we help about 32,000 young people access the transformative benefits of mentoring relationships with caring, trained volunteers. Our national organization provides services and programs to our membership agencies to assist them in their work with parents, caregivers, school communities, mentees, and volunteers.

Our staff and volunteers support diverse young Canadians by providing a safe passage through childhood. We help children overcome adversities and provide opportunities for them to grow and thrive as young adults.

WHAT WILL YOU BE DOING IN THIS ROLE?

This is a 1 FTE role with 35 hours a week that reports to the National Vice President, Fund Development and Marketing. The responsibilities of the Specialist, CRM and Digital Campaigns will fall within two areas:

CRM Lead (75%)
Digital Campaigns (25%)

CRM Lead:

Implement and maintain all aspects within Mission CRM using sound judgement based on progressive experience, including maintaining detailed individual records; train team members on CRM capabilities and process flow as needed;
Use the CRM autonomously as the single source for funding pipeline management; guide the fund development team to set, record and update records to deliver annual plans and revenue goals across several lines of revenue, detailing all aspects of multiple campaigns, appeals and packages;
Enable the team to turn prospects into new funders, retain existing funders, and engage and steward supporters along the way;
Create online donation pages to support various campaigns and appeals;
Ensure gifts are recorded in the CRM and accurately tracked against established campaigns, appeals, packages and designated funds; liaise with fund development and National Partnerships team to ensure gifts are coded to the correct campaign; ensure data is recorded to enable effective stewardship and renewals;
Ensure timely, accurate receipts are issued, in compliance with the Charities Directorate and CRA regulations and related business rules;
Manage relationships with key vendors and third-party platforms (CRM provider, CanadaHelps, Benevity, Moneris, etc.);
Implement and build reporting inside and outside of the CRM to analyze performance of campaigns, appeals and annual plans;
Lead the development of queries and reports;
Design and develop dashboards for internal and Board reporting using PowerBI;
Build and maintain professional cross department relationships with National Office team members;
Liaise with Finance Department to ensure timely, accurate reporting of revenue; manage the process of tracking and flowthrough of donations designated to agencies;
Engage with donors and resolve credit card payments and receipt queries using sound judgement;
Act as the first point of contact for CRM issues and liaise with the CRM vendor client success contact or Information Technology to troubleshoot and resolve;
Liaise with Information Technology as the Admin for the CRM, including adding and removing users;
Share knowledge informally and provide training to other users; answer questions and troubleshoot as required; with the ability to problem solve by using research, analysis;
Conduct periodic testing to ensure system is functioning optimally;
Be a thought leader; actively look for ways to improve the organization’s use of the CRM to achieve business goals.

Digital Campaigns Support:

Create targeted lists for marketing campaigns;
Assist the Vice President, Fund Development and Marketing with campaign management and execution, including email campaigns;
Support subscriptions and email marketing projects as needed;
Ensure the customer database is correctly segmented to target marketing activities appropriately;
Campaign A/B testing, campaign reporting, and presenting data and insights;
Maintain best practice standards for email campaigns and social media campaigns; liaise with external agency as required;
Ensure compliance to CASL;
Perform other duties assigned.

WHY YOU?

As part of the National Fund Development team, the National Specialist, CRM and Digital Campaigns is responsible for managing the company’s CRM software to improve fundraising and engagement outcomes. You understand that good business decisions are based on good data hygiene. This role is responsible for developing and maintaining documentation of CRM processes to support all phases of pipeline management.

You have great analytical and communication skills to persuade and collaborate. You find ways to optimize data entry and extraction using the CRM software to enhance funder touchpoints within the fund development pipeline. You are a great collaborator with organizational skills to prioritize you time effectively.

You are inspired to make a difference, self-motivated to do good work, and always ready to roll up your sleeves to help produce results for our team. You are comfortable managing your schedule in a remote working environment. You care about igniting the potential in children and youth.

KNOWLEDGE & SKILLS

In addition to being a team player, quick learner, and an analytical thinker the successful candidate will have the following Qualifications:

A university or college degree in Business, Marketing or an analytical field (Economics, Statistics, etc.) is preferred;
Three (3) years+ of experience in CRM system support, marketing, or digital marketing;
Demonstrated technical expertise with CRM ideally leading CRM initiatives within an organization;
Ability to make decisions from numerous alternatives by using experience, insights, research and analysis;
Intermediate knowledge of Microsoft Office 365, Microsoft Dynamics and PowerBI tools;
Knowledge of online marketing methods and best practices;
Intermediate data manipulation skills to analyze reports and work with various data sets;
Troubleshoot, solve problems and errors related to CRM with minimal supervision;
Make recommendations to reduce risk and improve accuracy in the database;
Prior experience in a not-for-profit organization is an asset;
Ability to work well under pressure and to handle several deadlines at the same time;
Initiative to solve problems and deal with unexpected issues and follow-up to completion;
A strong team player and effective communicator;
A positive and professional attitude, with a strong attention to detail and accuracy;
Fluency in speaking, writing, and reading in English;
Ability to communicate to diverse stakeholders effectively in a professional manner;
Strong interpersonal and communication skills with a focus on ensuring principles of equity, diversity, and inclusion are respected;
Highly motivated, resourceful, and eager to contribute.

APPLICATION PROCESS

Big Brothers Big Sisters of Canada is committed to principles of anti-oppression and employment equity. We strongly encourage members of Indigenous, ethno-racial, LGBTQ+, Francophone, immigrant, refugee, differently abled and other equity seeking groups to apply and self-identify. Language abilities, especially bilingualism (English and French) are considered an asset.

If accommodation if required during the hiring process, please inform the hiring committee once selected for an interview. We thank all applicants but only those selected for an interview will be contacted. Although BBBSC works in a remote environment, there will be opportunities to for the staff to connect and engage periodically at in-person BBSC meetings and external events.

Please send a cover letter, resume, and salary expectations to Lovejeet Chohan, National Manager, Talent and Culture. The posting will be active until the position is filled or a candidate has been identified.