CRM/ERP and Business Systems Manager

Position Title: CRM/ERP and Business Systems Manager

Reports To: Executive Vice President, Innovation

Location: Remote, some travel required (Preference for candidates based in Washington, D.C.Metro Area, Atlanta Georgia Metropolitan Area, New Jersey or other East Coast Time Zones)

Classification: Full-Time, Exempt

ABOUT BLACK WOMEN’S HEALTH IMPERATIVE (BWHI)

BWHI is the only national organization dedicated solely to solving the most urgent health issues facing Black women and girls. For over 40 years, we have advanced evidence-based programs, informed policy, and translated research to action, working alongside communities and decision-makers to deliver systemic change.

Mission: To solve the most critical health issues that Black women and girls face through innovative programs, transformative research, and life-saving policies.

Approach: BWHI brings the challenges and disparities affecting Black women and girls to the forefront of national conversation, integrating science, advocacy, and action to eliminate barriers to wellness.

• We Advocate – Advocate for policies that improve health outcomes for Black women and families.
• We Educate and Train – Educate and train the next generation of leaders who will build the Black women’s health movement.
• We Amplify – Amplify the voices of Black women to shift public perception and policies for social change.
• We Mobilize and Engage – Mobilize and engage women and organizations to pursue greater opportunities for gender and racial justice.
• We Promote – Promote evidence and practice-based lifestyle change models that provide strategies for individuals and families to address health inequities.
• We Synthesize, Translate, and Disseminate – Synthesize, translate, and disseminate information and research findings to strengthen the knowledge base on Black women’s health.

We're proud to be Great Place to Work® Certified

Position Summary

The Black Women’s Health Imperative (BWHI) is seeking an experienced CRM and Business Systems Manager to support the administration, implementation, integration, adoption, and continuous improvement of BWHI’s customer relationship management platform and selected business systems. This senior individual contributor will help ensure that BWHI’s systems effectively support organizational operations, constituent relationships, collaboration, reporting, and decision-making.

Working across Development, Marketing and Communications, Programs, Innovation, Enterprise Operations, and other organizational functions, the CRM and Business Systems Manager will translate business needs into practical system solutions; strengthen data quality, usability, and governance; support effective workflows, integrations, and reporting; and help employees consistently and effectively use organizational technology.

Initial priorities will include supporting the continuity and transition planning of BWHI’s existing Salesforce environment and partnering in the implementation, integration, training, adoption, and stabilization of HubSpot, the organization’s learning management system, and related platforms. As BWHI’s business systems environment evolves, the role is expected to support a broader portfolio of organization-wide applications and systems governance.

Key Responsibilities

CRM and Business Systems Administration

• Serve as the primary administrator and internal resource for BWHI’s assigned customer relationship management platforms and selected business systems.
• Manage system configuration, user accounts, roles, permissions, fields, forms, workflows, automation, dashboards, reports, and other administrative functions.
• Monitor system performance, usability, and adoption; troubleshoot issues and coordinate with vendors, consultants, and internal partners as needed.
• Maintain accurate system documentation, including configurations, processes, procedures, access standards, and user resources.
• Stay informed of platform capabilities and recommend enhancements that improve organizational effectiveness, user experience, and long-term system value.

System Implementation, Integration, and Optimization

• Support the implementation, migration, integration, testing, stabilization, and continuous improvement of CRM and related business systems.
• Coordinate the migration and centralization of constituent, program, and contact data into assigned CRM platforms, with a focus on accessibility, completeness, accuracy, minimal duplication, and robust constituent/account profiles.
• Partner with managers, functional leaders, and departmental staff on data-migration and other data-related projects, including data inventory, mapping, cleansing, de-duplication, import, reconciliation, validation, and post-migration quality review.
• Gather and document business and technical requirements in partnership with Development, Marketing and Communications, Programs, Innovation, Enterprise Operations, and other organizational functions.
• Translate organizational and departmental needs into practical system configurations, workflows, reports, and technology solutions.
• Coordinate data mapping, migration, testing, validation, and transition activities to support accurate and effective system implementation.
• Support the evaluation, integration, transition, preservation, or responsible decommissioning of existing platforms and organizational data as business and technology decisions are made.
• Partner with vendors, consultants, and system stakeholders to monitor implementation progress, resolve issues, and support successful project delivery.

Data Quality and Systems Governance

• Support the development, implementation, and ongoing application of organizational standards for data entry, management, access, quality, retention, and use.
• Monitor data quality and conduct routine reviews to identify duplicate, incomplete, inconsistent, outdated, or inaccurate records.
• Partner with departmental data owners to resolve data-quality issues and promote timely, accurate, and consistent information management.
• Maintain and apply approved data definitions, naming conventions, documentation, and system standards.
• Administer user access and permissions in accordance with organizational roles, approved practices, and applicable privacy and security requirements.
• Identify and escalate material data, privacy, security, access, or system-governance risks.

Reporting, Workflows, and Process Improvement

• Develop and maintain standard reports, dashboards, and data views that support organizational operations, constituent relationships, collaboration, performance monitoring, and decision-making.
• Work with functional leaders and employees to understand reporting needs and translate them into clear, accurate, and useful system-enabled solutions.
• Support departments in accessing and effectively using system information while ensuring that functional leaders retain ownership of their business data, metrics, content, and reporting decisions.
• Configure and optimize CRM data, segmentation, workflows, and automation to help teams identify and engage constituents, deliver timely and seamless communications, and support targeted outreach.
• Identify opportunities to streamline workflows, reduce manual processes, improve information sharing, and strengthen coordination across departments.
• Configure and maintain workflows, notifications, automation, and other tools that improve efficiency, consistency, accountability, and follow-through.
• Support recurring and ad hoc reporting needs from assigned systems, including organizational, departmental, leadership, funder, partner, and program-related reporting.

Training, Adoption, and Cross-Functional Support

• Support employee onboarding and ongoing learning related to assigned CRM and business systems.
• Provide responsive user support, troubleshoot system challenges, and help employees use organizational technology effectively.
• Monitor system adoption, gather user feedback, and recommend improvements to system functionality, processes, training, and the overall user experience.
• Build strong cross-functional relationships and serve as a bridge among employees, departmental leaders, Enterprise Operations, Innovation, technology vendors, consultants, and other partners.
• Independently manage assigned priorities, implementation activities, deadlines, and deliverables while maintaining clear communication regarding progress, challenges, risks, and support needed.

Required Education & Experience

• Bachelor’s degree in information systems, business administration, data management, technology, nonprofit management, or a related field, or an equivalent combination of relevant education, certification, and professional experience.
• Minimum of five years of progressively responsible experience administering, implementing, or supporting customer relationship management platforms, business systems, enterprise applications, or related organizational technology.
• Demonstrated experience with a major CRM platform, including system configuration, user administration, permissions, workflows, automation, data management, reporting, dashboards, and user support.
• Demonstrated experience working in a nonprofit, public health, healthcare, advocacy, philanthropic, or other mission-driven organization, with an understanding of nonprofit operations, constituent relationships, cross-functional reporting, and data-management needs.
• Experience supporting a system implementation, migration, integration, optimization, or significant platform transition.
• Demonstrated ability to gather business requirements and translate departmental and organizational needs into practical system, workflow, reporting, and process solutions.
• Experience maintaining data quality, applying data standards, and supporting appropriate access, privacy, security, and systems-governance practices.
• Strong project-management skills, with demonstrated ability to coordinate cross-functional stakeholders, vendors, consultants, competing priorities, and multiple workstreams.
• Experience developing system documentation, standard operating procedures, user guides, and training materials and delivering training to users with varying levels of technical experience.
• Strong analytical, problem-solving, organizational, written, verbal, and interpersonal communication skills.
• Demonstrated ability to work independently as a senior individual contributor, exercise sound judgment, maintain accountability, and move work forward in a remote environment.

Preferred Education & Experience

• Advanced degree, professional certification, or specialized training in business systems, CRM administration, data management, business analysis, project management, or a related discipline.
• Experience administering or implementing HubSpot and/or Salesforce.
• HubSpot, Salesforce, business analysis, project management, data analytics, or related technology certification.
• Experience supporting a learning management system, customer-facing digital platform, or other system used to deliver courses, products, services, or constituent offerings.
• Experience supporting system integrations, data migrations, workflow automation, reporting tools, and business-intelligence platforms.
• Experience partnering across functions such as Development, Marketing and Communications, Programs, Innovation, Finance, Research, Policy, and Enterprise Operations.
• Familiarity with fundraising, constituent engagement, program delivery, marketing, learning, and organizational reporting processes.
• Experience working in health advocacy, public health, health equity, or women’s health, with familiarity with the issues and systemic barriers affecting Black women and girls.

Personal Attributes

• Mission-Driven & Equity-Centered Demonstrates a strong commitment to BWHI’s mission and to advancing health equity for Black women and girls; approaches systems, data, and technology decisions with cultural awareness, integrity, and respect for the communities BWHI serves.
• Collaborative & Trusted Partner Builds productive relationships across Development, Marketing and Communications, Programs, Innovation, Enterprise Operations, and other functions; listens carefully, communicates transparently, and works through differing needs with professionalism and shared purpose.
• Systems Thinker & Practical Problem-Solver Understands how people, processes, data, and technology connect; evaluates the broader organizational impact of system decisions and translates complex needs into practical, sustainable solutions.
• Service-Oriented & User-Focused Approaches system administration, training, and support with patience, responsiveness, and empathy; helps employees confidently use organizational technology while maintaining appropriate standards and accountability.
• Accountable & Results-Oriented Takes ownership of priorities, commitments, and deliverables; manages competing demands, communicates risks early, and consistently follows work through from planning to successful completion.
• Adaptable Change Partner Supports employees through system implementations, transitions, and new ways of working; gathers feedback, anticipates adoption challenges, and adjusts training, communication, and solutions to strengthen successful change.
• Discerning & Data-Conscious Handles sensitive, confidential, and personally identifiable information with care; exercises sound judgment regarding access, privacy, security, data quality, and the responsible use of organizational information.
• Resourceful & Continuous-Improvement Minded Identifies opportunities to improve systems, workflows, documentation, and the user experience; makes effective use of available resources and remains solutions-focused when navigating constraints or evolving priorities.

Physical Requirements and Work Environment

Physical Requirements

• Primarily computer-based work with extended periods of sitting.
• Occasional light lifting (up to 15 lbs.) for materials or event setup.
• Ability to travel domestically up to 10% of the time, including overnight trips.

Work Environment & Availability:

• Location: Fully remote; must maintain a quiet, professional home office environment
• Standard work hours are 9:00 AM – 5:00 PM EST, Monday through Friday, with availability for core hours between 10:00 AM – 3:00 PM EST.
• Flexibility to work outside standard hours on occasion for urgent matters, events, or time-sensitive activities.

The estimated base compensation range for this role is $68,000 - 85,000. Actual base pay for a successful candidate will consider skills, experience and location. As a remote-first employer, BWHI offers a competitive total rewards package, including medical, dental, vision and other wellness plans. Alongside, extensive paid time off, observance of 14 national holidays, retirement benefits, life insurance, monthly remote stipend, and an employee assistance program. Paid leave and comprehensive health insurance offered after completion of a probationary period.

BWHI is an Equal Employment Employer, committed to equity in the workplace. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local laws. We prohibit discrimination and harassment of any kind and make hiring decisions based solely on qualifications, merit, and business needs.

If you require a reasonable accommodation during the application or interview process, please contact us at hr_admin@bwhi.org.

As a remote-first employer, BWHI offers a competitive total rewards package, including medical, dental, vision and other wellness plans. Alongside, extensive paid time off, observance of 14 national holidays, retirement benefits, life insurance, monthly remote stipend, and an employee assistance program. Paid leave and comprehensive health insurance offered after completion of a probationary period.