CRM Systems Manager
at HOPE International

Role Description

Application deadline: November 04, 2026

The CRM Systems Manager oversees the development, support, and ongoing innovation of HOPE International’s Customer Relationship Management system (currently Salesforce NPSP) and related applications. The manager directly supervises the CRM systems team and partners with the advancement, finance, and technology teams to improve constituent experiences and fundraising outcomes. Managers at HOPE International are called to lead with humility, intentionality, and a deep commitment to both people and purpose.

1. Location: Lancaster, PA preferred; US remote considered,
2. Level: Senior Professional
3. Salary range: $65,000 - $80,000
4. Type: Full-time
5. Department: Information Technology
6. Reports to: Associate Director of IT Services and CRM Systems
7. Position supervises: CRM Systems Team

Responsibilities

1. Promote and contribute to the fulfillment of HOPE International’s mission and vision.

CRM Team Management

1. Directly supervise the staff and activities of the CRM team
2. Prioritize CRM development requests using agile processes, assign team resources, and coordinate priorities and roadmaps with department leaders
3. Oversee CRM helpdesk support to ensure timely, accurate, and professional service.
4. Advise departmental leaders on CRM-related budgetary matters
5. Manage relationships with vendors, consultants, partner organizations, and internal stakeholders to support effective CRM operations and delivery

CRM System Development & Management

1. Oversee the development and performance of Salesforce and related financial, marketing, and event platforms while meeting security, data privacy, and organizational requirements
2. Govern a portfolio of CRM initiatives, balancing strategic projects, operational support, and technical debt reduction to maximize organizational impact
3. Consult with departments to improve business processes, constituent experiences, and operational effectiveness through effective use of CRM systems and related technologies
4. Collaborate with cyber security officers and internal audit resources to ensure the integrity of the CRM system, data, and operations and partner with business leaders to improve data governance practices
5. Coordinate and advise on the acquisition, development, and implementation of any new CRM software and related applications across the organization
6. Maintain an active Salesforce certification and lead internal conversations regarding Salesforce ecosystem changes and improvements

Strategy Development & Implementation

1. Lead CRM strategy, governance, and roadmap development in partnership with Advancement, Finance, and Technology leaders regarding constituent engagement, fundraising operations, data strategy, and technology priorities
2. Align CRM work plans and development cycles with strategic goals and regularly report on progress and outcomes
3. Advise HOPE International leaders regarding long-term CRM architecture, platform investments, integration strategy, and technology modernization opportunities

Leadership & Management

1. Manage the CRM systems team. Set clear expectations, manage priorities, and guide the team toward shared goals with care for both people and outcomes.
2. Steward team resources responsibly, contributing to strategic and budget planning while ensuring alignment with HOPE’s mission, values, and strategy.
3. Model Christ-like servant leadership, fostering a team culture of care and holistic development through mentoring, coaching, intentional delegation, and regular one-on-one meetings.
4. Provide regular, prayerful feedback that encourages growth, reinforces accountability, and builds on each person’s God-given strengths.
5. Encourage and lead direct reports in ways that deepen their connection to HOPE’s mission and reveal how their work contributes to God’s Kingdom.

Qualifications

1. Personal confession of Christian faith and commitment to the mission and vision of HOPE International.
2. Bachelor’s degree in information or computer science, finance, business management, or related field required
3. 3–5 years of Salesforce administration experience required
4. 2+ years of team leadership or project management experience required; experience managing others and building teams preferred
5. Demonstrated excellence in cross-team communication and organizational skills is required, along with experience using Scrum and Agile processes
6. Experience in non-profit or financial technology services sectors strongly preferred
7. PMP, Six Sigma, Agile, ITIL, or related certifications are preferred
8. Demonstrated creativity and flexibility, with the ability to support and manage people effectively under pressure and amid competing priorities
9. Strong analytical and technical problem-solving skills
10. Demonstrated ability to lead and motivate others