Assistant Director, CRM Strategy and Analytics

Trisha Laich

Overview

Responsible for leading all CRM strategy and analytics for the development department. Owns relationship and is first contact for external stakeholder (Blackbaud) across all fundraising CRM products (BBCRM, Luminate Online, ect.). Manages all direct marketing campaign data segmentation strategy in partnership with Agency of Record and CRM Managed Services Team. Serves as lead strategist in any future deployment of CRM throughout the entirety of the Easterseals Affiliate Network. Leads development department in standing up a best in class analytics and reporting function that serves as central source of truth for all fundraising activity.

Responsibilities

Leads strategy and manages team on all online and offline direct response campaigns. Works closely with online and offline Agencies of Record (MissionWired and NNE Marketing) and external CRM partners to ensure that all campaign strategy is reflected in audience selection for campaigns.

Responsible for maintaining newly built infrastructure of reporting tools for the Development department to ensure weekly update of performance and ensures that all internal and external stakeholders have access to report as needed.

Oversees the buildout of internal CRM strategy team to internalize CRM operations that are currently held with 3rd party partner (Blackbaud).

Directs the management of the hygiene and file maintenance issues as well as data processing requests.

Manages priorities of the workload within the database marketing area. Reports regularly to the Senior Director on progress. Proactively provides recommendations and opinions for improvements in process and data quality.

Manages key external partner relationships; is the lead in establishing weekly and quarterly meetings to manage short-term projects and long-term strategic database initiatives.

Leads all contract negotiation with external partners in collaboration with the VP of Development Operations.

Manages all internal and external interfaces with the constituent database. Audits the data imports and works to resolve any issues. Manages the development and implementation of new interfaces and synchronization of any additional database sources.

Works closely with Digital team to manage the interactive database (Luminate Online).

Responsible for the file maintenance of the system to include advising on technical upgrades and hygiene. Provides support as needed for developing and fulfilling report and query requests. Manages all file uploads into the Luminate system.

Responsible for managing the audience and suppressions for the HQ and affiliate email marketing program. Work with digital vendor to provide insight and recommendations for audience selections. Also provide recommendations for cross-channel marketing to align the offline and online audiences.

Assisted in the direct mail budget process to provide accurate projections based on prior year results and acquisition estimates.

Project manages the synchronization between the Blackbaud CRM and Luminate marketing databases. Develops documentation to outline specifications and coordinates all internal and external resources.

Liaise regularly with Blackbaud to fulfill data needs of direct marketing program.

Audits monthly/weekly management reports for accuracy and posts approved file for department access. Creates specifications for new reports for the department and project manages the service bureau.

Proficient in special database software applications designed and/or purchased to facilitate strategic management of the direct response program. (DonorCentrics Cube, LTV Cube, SAR) Improve the tools by suggesting changes and/or additions.

Oversees upgrades as needed to the database. Tests upgrade prior to execution to ensure accuracy of the data and minimizes interruptions to the database.

Participates in evaluating and recommending software solutions for the direct marketing and interactive marketing program.

Performs special analysis and queries as needed.

Understands and endorses the mission and values of Easterseals.

Enthusiastically supports every team member by conducting business ethically and with integrity, demonstrates respect for fellow colleagues; shows dedication to improving quality, and is committed to customer service.

Performs other related duties as assigned or requested.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience with SQL, SSIS, PowerBI, and Azure Data Factory

Extensive online and offline direct response fundraising knowledge

Knowledge of Microsoft Word, Microsoft Excel, Windows and the Internet

Must be a self-starter and have ability to work independently, manage several projects at one time and be deadline oriented

Ability to handle details, use good judgment and follow through with little supervision

Excellent communication, writing and decision-making skills

Must be detail oriented and organized

Must have good problem-solving skills

Experience with an on-line computer system; Luminate Online, BBCRM and MS Access a plus

Analytical and data mining experience

Ability to manage staff

EDUCATION and/or EXPERIENCE

Bachelor’s Degree or equivalent combination of education and work experience

Minimum of 6 years data base marketing experience

Apply on the Easterseals Website