CRM Admin

Position Overview

Humane Action Pennsylvania (HAP) is seeking a volunteer to serve as CRM Admin. The volunteer will be involved in the overall administration of our Contact Relationship Management (CRM) system, MonkeyPod. Supporting the running of the CRM, maintaining the databases to the highest standards of accuracy, running timely data imports and exports, and providing accurate and timely data enhancements, selections and segmentation for supportive communication activities across our organization.

The successful candidate must have some IT and digital skills. They are a person with a good understanding of how a CRM should and can be utilized across the organization. They should be an advocate for the CRM within HAP, inspire the team about CRM uses and possibilities, and help to appropriately support the team to expand the CRM’s use.

Additionally, a person in this role should take the matters of data management and data integrity seriously and be fully committed to maintaining appropriate levels of data protection and confidentiality, in line with US data protection laws.

This is an involved role in the development of the HAP CRM. We are not seeking someone to simply monitor the database and make slight adjustments for performance. Similarly, we are not seeking someone to simply complete data entry.

Purpose of the Position

• Promote HAP’s campaigns by assisting leadership
• Help HAP achieve our common goal of building the Model Humane City.

Duties and Responsibilities

CRM Design

• Assisting with the CRM design to deliver maximum efficiency and impact for HAP
• Working with colleagues at all levels of the organization to
  • assess and advise on CRM requirements
  • identify how the CRM can best meet team members’ specific needs
  • design new features and workflows
  • design dashboards and analytics visualizations
  • identify opportunities for streamlining HAP’s activities through better use of the CRM

CRM Implementation

• Identifying, creating, and modifying workflow automation and flows/processes
• Making changes and updates to groups, tags, page layouts, and custom fields to enable relevant information to be gathered and reported

CRM Data

• Assisting with the enhancement, import and export of CRM data
• Making sure our data is secure and is backed up regularly
• Maintaining the integrity and quality of the database by carrying out regular maintenance and data audits.
• Cleaning up and consolidating CRM data, while complying with any data security and management policies and procedures

CRM Project Coordination

• Assisting with the CRM Change Management program to inform and inspire all stakeholders about the system, including its benefits, design, build and implementation process
• Helping to monitor and manage milestones, tasks, and deliverables of the CRM project
• Overseeing the documentation of all development work
• Creating and modifying reports and dashboards for management information
• Providing regular overview reports and analysis on our data for the organization

CRM Admin / Help Desk

• Managing the CRM help desk, keeping an up-to-date log of all CRM issues and priorities
• Troubleshooting any configuration errors and/or issues occurring within the CRM (in collaboration with appropriate CRM experts and help desk teams)

CRM Training

• Taking an active interest in and researching new functionality in Greenrope CRM releases and their relevance and value to HAP
• Facilitating and delivering CRM training to users to ensure that the CRM is used effectively and consistently throughout HAP
• Becoming HAP’s "go-to" expert for all CRM queries and ideas for development, proactively identifying areas for improvement and suggesting changes, translating our needs into briefs for either our third-party developers or for our team to deliver in-house

Training Requirements

Training on HAP’s core values, policies, and mission, including orientation of relevant projects.

Basic introduction to MonkeyPod. Advanced training within MonkeyPod will the be responsibility of the volunteer

Skills and Qualifications

• An excellent level of overall IT literacy.
• Strong spreadsheet skills, with an ability to use Microsoft Excel and Google Sheets
• at an intermediate level as a minimum.
• Previous experience in a CRM and/or digital and/or end-user tech support role.
• Methodical approach and excellent attention to detail.
• Able to multitask and maintain multiple work streams.
• Security-conscious and able to maintain absolute confidentiality of sensitive
• information and data.
• Familiarity with general project management principles and methodologies.
• Able to prioritize tasks to deliver the required outputs to the agreed timelines.
• Able to work with people with varying needs, personalities, and technical abilities.
• Customer-service-oriented approach to service delivery
• Excellent written communications skills
• Highly-organized and detail-oriented
• Comfort with performing research through online resources and self-teaching
• Self-motivated
• Ability to present yourself in a friendly, professional, and non-partisan manner
• Ability to work independently, follow instructions, and meet deadlines

Time Commitment Required

Approximately 3 - 5 hours per week

Monthly one-hour, virtual leadership meetings

Additional meetings (2-4 per month) as needed

Location

Remote.

Dress Code

• Professional dress required for professional meetings (if any). If attending an informal event on behalf of HAP, we ask the volunteer to purchase a HAP T-shirt for $7.

Benefits to the Volunteer

• Put your skills to work helping further animal and environmental protection issues
• Grow leadership skills
• Develop communication skills
• Build relationships in the community
• Create tangible impact on the issues regarding animals and the environment
• Know you are making a difference in reducing the suffering of animals, improving the health of the general public, and saving the environment for future generations
• Opportunity to meet new people and network with community members and volunteers
• Be a valued HAP team member
• Build your volunteer resume

Supervisors

Shannon Dickerson, Director of Operations

Natalie Ahwesh, HAP Executive Director

What Volunteers Can Expect from HAP

• Support of HAP leadership and members
• Respect and appreciation for your contribution and input