Manager: Development Operations (CRM, Systems & Processes)

Ottawa Humane Society•Ottawa, ON

21h•CA$73,457 - CA$82,724•Onsite

About The Position

As the Manager: Development Operations (CRM, Systems & Processes), you will bring technical expertise in CRM, systems, data, and processes to drive improvements and optimize donor engagement. This position is designed for a hands-on subject matter expert who takes ownership of CRM and operations, with the opportunity to take on people management responsibilities. Reporting to a Senior Manager, you’ll be supported in developing your leadership skills, making this an ideal next step for someone who already has people management experience or is looking to strengthen it while building on their technical expertise. This is a full-time, permanent, in-office position based at our West Hunt Club Road facility in Ottawa.

Requirements

Post-secondary diploma or degree in data management, database administration, or a related field.
Minimum of 2 years’ progressive experience in development or fundraising department.
Minimum 3 years’ supervisory experience.
Advanced experience in a CRM (Raiser’s Edge preferred), including developing system procedures, data analytics, dashboards, and performance measurement.
Knowledge of CASL, privacy legislation, and CRA charitable receipting requirements.
Proficiency in Microsoft Office Suite.
Full professional proficiency in spoken and written English is required.
Employee may be required to work occasional evening, holiday and weekend shifts.
Employment is conditional upon having and maintaining a valid driver’s license.
Employment is conditional upon maintaining confidentiality of OHS information.
Employment is conditional upon the ability to work around all species of animals safely.

Nice To Haves

CFRE designation is an asset.

Responsibilities

Develop and lead the data management strategy for all fundraising platforms and programs.
Manage and maintain the fundraising CRM (Raiser’s Edge), ensuring data accuracy, consistency, and security.
Lead system configurations, upgrades, testing, and integrations with related platforms (e.g., online donation tools, email marketing software, financial systems).
Develop, document, and enforce policies, procedures, and data standards for database use and management.
Oversee CRM training, support, and guidance to staff on best practices and compliance.
Oversee regular data audits, deduplication, and record maintenance to ensure reliability of donor information.
Supervise and support all gift processing and acknowledgement functions, ensuring timely and accurate recording of all donations and pledges.
Collaborate with Finance to ensure accurate revenue reconciliation and system alignment between fundraising and financial databases.
Oversee production of tax receipts and donor acknowledgements in compliance with CRA requirements.
Develop and manage performance metrics, dashboards, and reporting tools to monitor fundraising trends and campaign effectiveness.
Support annual audits, compliance reviews, and campaign reporting requirements.
Evaluate and optimize operational workflows and systems to enhance efficiency, accuracy, and donor experience.
Implement and manage policies that protect donor privacy and comply with data protection and CRA regulations.
Support prospect management and pipeline development through effective data segmentation, reporting, and tracking tools.
Provide data insights to support strategic fundraising decisions and campaign performance reviews.
Partner with IT and external vendors to ensure systems are secure, reliable, and aligned with organization needs.
Contribute to the development and monitoring of the Development budget and coordinate with vendors to ensure cost-effective system solutions.
Serve as the internal expert and resource on development systems and operations.
Participate in supervision, evaluation, training, and other meetings as required.
Provide training, orientation and supervision for student, volunteer, and work placements as required.
Lead and manage staff responsible for data entry, gift processing, and reporting, including orientation, training, performance management, and daily supervision.
Hire, fire and discipline staff in consultation with the Director: Strategy and Development and Manager: People and Culture.
Be familiar with and ensure compliance with all health and safety policies and procedures.
Participate in the identification and evaluation of OHS program goals and objectives.
Participate in professional development opportunities.
Participate in public relations and promotional activities as required.
May be required to assume some responsibilities of Senior Manager: Development.