National Specialist, CRM and Digital Campaigns

Big Brothers Big Sisters of Canada is seeking a **Specialist, CRM and Digital Campaigns **to manage the donor CRM, the single most important tool in managing the fund development pipeline. You will also support digital, social advertising revenue and awareness campaigns, including optimizing media buys, setting up, tracking and reporting campaign performance. As a key member of the National Fund Development team the Specialist, CRM and Digital Campaigns play an essential role by owning responsibility for the Fund Development database. Your expertise will lead the team to use the tool effectively, minimizing risk to the organization through insightful coding, ensuring personal information privacy and excellent data hygiene.

**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:
1. CRM Lead (75%)

2. 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;
- Ensure the customer database is correctly segmented to target marketing activities appropriately;
- Campaign A/B testing, campaign reporting, and presenting data and insights;
- Ensure compliance to CASL;