JOB Posting: CRM Specialist Page | 1 REV 5 8 2019

Job Posting: CRM Specialist

Title: CRM Specialist Reports to: Vice President Facilities Operations Management & Technology and Senior Vice President

Job Summary: The CRM Specialist will actively manage implementation of the National WWI Museum and Memorial’s customer relationship management (CRM) system and maintain ongoing updates, changes and other data base-related responsibilities. Provide technical leadership and oversight, administration to maximize data integrity, business intelligence, and useful analytics/analysis. The Museum and Memorial uses Tessitura.

The CRM Specialist will develop processes, define best practices, and support the organization’s strategic use of data to further goals related to the Museum and Memorial’s operation. This position will provide training, instruction, trouble shooting, service and support to end users, ensuring staff are empowered to use the system to meet their professional responsibilities and the organization’s overall goals.

The incumbent is expected to embrace the National WWI Museum and Memorial’s stated mission and core values and demonstrate support for them through professional interactions and performance of job duties.

This is a full-time, exempt position. Work days and hours are Monday through Friday, 8:30 am to 5 pm. Evening and weekend work may be required as job duties demand.

Responsibilities:

• Develop and provide training on core and advanced system functionality for end users, maintaining andfurthering the knowledge level of staff around the use of the CRM system.

• Identify and implement business process improvements and related system enhancements for functionaluse, and improve efficiencies through automated routines.

• Ensure system’s data is accurately maintained, providing oversight and monitoring.

• Manage process for global changes, clean-ups, system maintenance, and upgrades.

• Collaborate with others to define and assign user rights and privileges within the CRM system.

• Provide customer service to internal clients, empowering them to be independent and self-reliant.

• Provide oversight and management of CRM-associated equipment and contracts.

• Join and collaborate with national members of the Tessitura network.

• Perform other duties as assigned.

Education/Experience:

• Bachelor’s degree in a related field of study or equivalent experience.

• Demonstrated experience administering a robust CRM system, preferably using Tessitura.

• Strong analytical and creative problem-solving skills.

• Strong organizational and administrative skills, able to set priorities and meet deadlines.

• Strong communication and interpersonal skills.

• Able to work independently and in a collaborative team environment.

• Able to perform detailed work with a high degree of accuracy.

• Able to maintain confidentiality of data.

• Experience with the computing aspects of ticket sales and/or retail would be a plus.

• Proficient with Microsoft Office products, with advanced experience in Excel and some knowledge of SQL ispreferred.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, copiers and other office-related equipment.

JOB Posting: CRM Specialist Page | 2 REV 5 8 2019

Job Posting: CRM Specialist

The above statements are intended to describe the general nature and level of work being performed by the employee assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions and are subject to change without notice.

The National WWI Museum and Memorial is an equal opportunity employer.

To Apply: Email a cover letter outlining experience, qualifications and salary requirements, resume and three references to:

Human-resources@theworldwar.org

No phone calls please.

Applications without salary requirements will not be considered.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This is a mostly sedentary position that also requires actively moving throughout the Museum. The vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and depth perception and ability to adjust focus.