Website and CRM Manager

Position: Regular, Fulltime, Exempt

Department: Marketing & Communications

Reports to: Director of Integrated Marketing

Summary: The Website and CRM Manager role will help the Cleveland Foundation become more customer-centric through data-driven marketing models that inspire giving to help improve lives in our community. The foundation is undergoing a digital transformation leveraging Salesforce Marketing Cloud to strengthen our value proposition in the increasingly digitized world of philanthropy.

Responsibilities and Expected Outcomes:

Salesforce CRM

• Lead the implementation and management of Salesforce Marketing Cloud, acting as the internal marketing-technology subject matter expert
• Responsible for creating customer journeys and maximizing CRM marketing efforts. Provide best practices, recommendations and training to the marketing team and across the foundation
• Partner with the philanthropy Salesforce lead and the grantmaking Salesforce lead to become a Salesforce CRM champion, refining the process of inputting customer and stakeholder interactions and data
• Ensure customer journeys strategically translate marketing leads into qualified philanthropy prospects in a way that is coordinated and optimized with the philanthropy team and their Salesforce lead
• Gather and document requirements for new campaigns to be implemented in Salesforce Marketing Cloud and integrated with the foundation’s digital ecosystem
• Leverage Salesforce Marketing Cloud to implement automation and personalization across digital platforms and content.

Website and Digital Platforms

• Provide support to the marketing team and agencies for the Cleveland Foundation portfolio of new and existing platforms, including clevelandfoundation.org and anisfield-wolf.org
• Ensure customer-facing digital platforms are structured and search engine optimized based on the foundation’s content strategy and ongoing content needs
• Collaborate with the integrated marketing team members to ensure seamless integration between Salesforce, social media and marketing campaigns to drive website visits.
• Analyze Salesforce data to provide meaningful insights and recommendations to make data-informed decisions to help drive lead generation
• Collaborate with internal teams to develop landing pages for key initiatives and announcements
• Adopt a continuous improvement mindset, always looking for opportunities to improve the digital life cycle. Continually test and track journeys to ensure they are driving optimal behaviors and results.
• Partner with the IT team to evaluate emerging technologies, drive enterprise-wide use of modern digital tools and approaches that will accelerate giving.
• Identify trends and insights to optimize digital marketing performance and CX. Stay ahead of consumer data privacy changes to ensure compliance.

Required Skills and Qualifications:

• Bachelor’s, advanced degree or equivalent work experience in business, IT, digital marketing, analytics or a related field. MBA (or equivalent) from an accredited college/university is welcomed, but not required
• Minimum four years of hands-on experience implementing and using Salesforce Marketing Cloud, Salesforce Sales Cloud and Google Analytics
• Experience with marketing automation, search engine optimization, A/B testing, customer journey optimization, lead generation, email marketing and conversion management
• Email design experience and HTML/CSS or JavaScript experience
• Solid understanding of web, mobile, search, email and digital ads
• Exceptional ability to translate technical concepts into easy-to-understand, concise language
• Ability to plan, organize and pay careful attention to detail while supporting multiple projects, internal clients and deadlines in a fast-paced work environment
• Strong belief in team and client service, including experience collaborating and supporting a team and working effectively with persons and communities from diverse backgrounds
• Excellent analytical capabilities of digital metrics with advanced proficiency in web analytics tools
• Commitment to racial equity and inclusion in all areas of work
• Excellent interpersonal and relationship building skills, bi-lingual a plus.

Passion for the nonprofit sector and making a positive impact on the lives of others

Other Helpful Experiences/Qualifications:

• Salesforce certification
• Ability to contribute as an active member of the marketing and communications team, participating in other duties as assigned
• Interest in or familiarity with the Cleveland region and its nonprofit sector a plus
• Demonstrated community involvement
• Desire to continue learning and growing