DATA & CRM MANAGER

Description

OUR VISION: To Build a Thriving Community for ALL

OUR MISSION: To Empower individuals to achieve self-sufficiency and foster independence

If our Vision and Mission resonate with you, Metrocrest Services may be the place for you. We are looking for people whose values align with ours — individuals who are compassionate, collaborative, accountable, and committed to helping our neighbors achieve greater stability and independence.

ABOUT METROCREST SERVICES

Metrocrest Services exists to provide hope and build pathways to economic mobility for neighbors in the north Dallas area. We operate a whole-household, SDOH (Social Determinants of Health)-aligned model organized around five pillars: (1) Income (2) Health and Food (3) Workforce (4) Education/Training (5) Housing. Our neighbors are at the center of everything we do.

At Metrocrest, Neighbors-First is more than a phrase; it is how we work. We call the people we serve Neighbors because they are members of our community, not cases to be managed. We approach every interaction with dignity, curiosity, and a whole-household perspective, listening first, following through, and measuring our success by the progress our neighbors make. Every team member, regardless of role or title, is expected to embody and advance our Neighbor-First Values.

THE OPPORTUNITY

The Data & CRM Manager owns Metrocrest’s data infrastructure and serves as the organization’s Salesforce administrator. This individual builds and maintains the systems, procedures, and policies that turn everyday service activity into accurate, usable information, so that staff can see the whole household, leadership can track progress against organizational goals, and funders can trust what we report. The Data & CRM Manager trains and supports staff at every level of technical comfort, partners with each pillar to understand and meet its data needs, and serves as the primary liaison with Metrocrest’s Salesforce vendor. They are equally comfortable configuring a system, building a report, and sitting beside a colleague to help them use it well.

Requirements

KEY TRAITS

Technical/Professional Knowledge and Skills · Information Monitoring · Quality Orientation · Decision Making · Communication · Coaching · Building Strategic Working Relationships · Planning and Organizing · Managing Work · Facilitating Change

QUALIFYING TRAITS

• Believes accurate data is how we keep our promises to neighbors; understands that every record represents a person and a household
• Translates between technical and non-technical worlds; able to explain complex data problems in plain language and turn staff needs into workable system solutions
• Patient, practical trainer who builds confidence in staff with varied levels of technical skill
• Creates systems and structure that make the right way the easy way; documents processes so they outlast any one person
• Meticulous about data integrity, privacy, and security; notices small inconsistencies before they become reporting problems
• Owns assigned metrics as a personal measure of success; holds self accountable for delivering accurate, timely data and reports

MINIMUM QUALIFICATIONS

• Bachelor’s degree
• Three to five years of experience working with Salesforce or a comparable CRM and other cloud-based applications focused on customer service, marketing automation, analytics, and application development
• At least two years of experience developing CRM processes and training staff
• High level of computer literacy including Microsoft Office (Word, Excel, Outlook) and internet research

PREFERRED QUALIFICATIONS

• Bachelor of Science in Computer Science, Engineering, Information Systems, or a related field
• Salesforce Certified Platform Administrator or ability to receive certification within six months
• Experience rolling out new initiatives and managing projects involving a CRM
• Experience working in the nonprofit or human services sector, including HMIS or funder-driven outcome reporting

SPECIALIZED KNOWLEDGE

• In-depth understanding of modern database and information technologies, including Salesforce configuration (objects, fields, page layouts, validation rules, automation, user profiles and permissions)
• Ability to analyze, interpret, and organize large amounts of data; excellent math, problem-solving, and analytical skills
• Thorough understanding of data administration duties such as collection, analysis, distribution, and data governance
• Ability to build reports and dashboards that compile and organize findings before presenting them to management
• Ability to teach technical skills to non-technical learners
• Understanding of confidentiality, privacy laws, and data security requirements in a social service setting, including HMIS
• Understanding of how data across SDOH domains (income, health and food, housing, workforce, and education) connects to show whole-household progress
• Excellent communication and time management skills; ability to work toward multiple deadlines simultaneously

PRIMARY RESPONSIBILITIES

Data Strategy & Systems Leadership

• Develop and implement standardized systems, procedures, and policies for the CRM and any applications connected to it to manage service lines and maximize agency-wide data quality
• Partner with the COO and leadership team to translate organizational goals, scorecards, and fiscal year targets into the fields, processes, and reports needed to track them
• Serve as the main point of contact between Metrocrest Services and the CRM vendor/point of contact, facilitating the prioritization of large-scale projects
• Meet regularly with internal departments to understand program data needs and lead the transition of all data tracking to digital platforms, including the CRM, ensuring processes and procedures remain up to date
• Contribute positively to organizational culture; enthusiastically champion Metrocrest’s mission, values, and neighbor-first model

Salesforce Administration & Data Quality

• Administer all CRM and supporting application software licenses, user access, and permissions; oversee systemwide adjustments requested by Managers
• Build and run data quality reports and perform regular audits to identify and correct errors, duplicates, and gaps
• Work closely with Marketing/Communications to ensure website and salesforce data integrity
• Perform periodic audits of the Share Drive structure and provide feedback to the appropriate departments
• Function as the agency’s Data Security Officer for HMIS, communicating with external system administrators and internal users to maintain data quality and security

Reporting & Analytics

• Build reports and run department-specific data queries, including but not limited to data quality and program eligibility reports
• Create and maintain standardized dashboards by position, pillar, and leadership need
• Support the Development team in tracking neighbor metrics, reporting funder-specific expenditures, and completing metric-focused grant reports as assigned
• Own all assigned metrics; deliver accurate, timely reports to leadership and requesting parties

Training & User Support

• Provide CRM orientation and ensure successful access to all related programs for new hires
• Train agency personnel on the basics and best practices of CRM use as it pertains to each employee’s role, department, program, and procedures
• Create user-friendly SOPs to ensure teams are able to understand and consistently follow designed processes
• Assist employees in performing data-related tasks and troubleshoot user issues
• Perform other assignments and duties as needed

WHY METROCREST SERVICES?

At Metrocrest Services, your work makes a direct difference for our neighbors working toward stability and self-sufficiency. Here, every record represents a real household, and accurate data is how we keep our promises to them. As our Data & CRM Manager, you'll shape how the entire organization sees its impact, working alongside a collaborative team committed to serving our community - and each other - with dignity and respect.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

• This role works onsite in a climate-controlled facility; may be required to work alternative schedules
• Ability to move, transport, position, and lift up to 15 pounds as needed
• Ability to remain in a stationary position, such as standing or sitting, for up to 8 hours per day
• Ability to walk, move, and/or traverse as needed

SALARY

Salary for this FLSA-exempt position is commensurate with experience

BENEFITS

• Employer-sponsored medical insurance through BCBSTX with employer contribution toward monthly premiums, effective the first day of the month following the date of hire
• Employer-sponsored dental (Principal) and vision insurance, effective the first day of the month following the date of hire
• Employer-paid group term life insurance (Principal)
• Employer-paid long-term disability (Principal)
• 401(k) retirement plan with company matching 1/2:1 (up to 6%)
• Generous paid time off package, including vacation, personal time off, and paid holidays
• Paid parental leave
• Training and development opportunities
• Tuition reimbursement

REPORTING RELATIONSHIPS

• This role reports directly to the Chief Operating Officer
• Works closely with pillar Directors, Development Team and staff across all departments

EQUAL EMPLOYMENT OPPORTUNITY

Metrocrest Services provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, or any other characteristic protected by federal, state or local law.

In accordance with the ADA, Metrocrest Services is willing to consider any reasonable accommodation.