Digital and CRM Marketing Manager

Position:                       Regular, Fulltime, Exempt

Work Structure:         Hybrid

Department:               Marketing & Communications

Reports to:                   Director of Integrated Marketing

Supervises:                  N/A

Date Reviewed:          August 2024

Organizational and Program Background

For more than 109 years, the Cleveland Foundation has worked with donors, nonprofit organizations, and community partners to enhance the quality of life for all Greater Cleveland residents. With a focus on Cuyahoga, Lake, and Geauga counties, the foundation builds community endowment, addresses needs through grantmaking and social impact investing, and provides leadership on vital issues. The Cleveland Foundation is the world’s first community foundation and one of the largest today with approximately $3 billion in assets. 

Summary

As a Digital and CRM Marketing Manager, you will support the Cleveland Foundation’s aim to create a remarkable customer experience on our owned digital platforms. Our goal is to become more customer-centric and future-ready for the connected world, through data-backed marketing models that inspire giving that leads to impact at the population level. To achieve this goal, we are accelerating the Cleveland Foundation’s digital transformation through Salesforce and developing philanthropic innovations that strengthen our value proposition as an organization in the increasingly digitized world of philanthropy.

Responsibilities and Expected Outcomes:

Lead the customer experience (CX) across the foundation’s digital platforms to create and implement strategies designed to improve the customer experience, satisfaction, and conversion.

• Manage the redesigns and functionality of the foundation’s websites, including the primary brand website, Anisfield-Wolf Book Awards, Impact CLE and The Sixty6. Responsible for Search Engine Optimization/Search Engine Marketing (SEO/SEM) and email management.
• Help to develop and implement the foundation’s content strategy and ongoing content needs across the foundation’s digital platforms.
• In partnership with the Integrated Marketing Officer and the PR/Communications team, collaborate with internal teams to create landing pages for key initiatives and announcements.
• Lead the implementation and management of Salesforce Marketing Cloud, acting as the internal expert with responsibility for creating customer journeys and maximizing our CRM efforts.
• Adopt a continuous improvement mindset always looking for opportunities to improve the digital life cycle. Continually test and track journeys to ensure they are driving optimal behaviors and results.
• Lead monthly digital metrics tracking and reporting as an expert user of Google Analytics. Research and implement other measurement tools as needed. Assess and report performance of digital marketing campaigns against goals.
• Collaborate closely with the Social Media Manager to enhance customer engagement and website visits. Ensure the seamless integration between Salesforce and Hootsuite and with our marketing campaigns.
• Drive lead generation and analysis using Salesforce to provide the marketing team with meaningful insights and recommendations to make informed marketing decisions backed by data.
• In partnership with the Data Manager of Philanthropy, become a Salesforce CRM champion, refining the process of inputting customer interactions and converting marketing leads into qualified prospects.
• Work with all CRM users to develop consistent measurement approaches and create systems to deliver regular reporting to help improve performance and to inform decisions.
• Partner with the IT team to drive enterprise-wide use of modern digital tools and approaches that will accelerate giving. Evaluate emerging technologies. Provide thought leadership and perspective for adoption when it relates to CX.
• Develop a deep understanding of the philanthropy category and the unique business dynamics within the category to help define customized marketing initiatives for stakeholders.
• Collaborate with cross-functional teams to define and implement new digital products that generate online giving through the website or future digital platforms.
• Identify trends and insights to optimize digital marketing performance. Stay ahead of consumer data privacy changes to ensure compliance.
• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points, identifying marketing optimization opportunities.
• Contribute as an active member of the Marketing and Communications team, participating in other duties as assigned.

Essential Qualifications, Credentials, and Technical Skills Required: 

• Bachelor, advanced degree or equivalent work experience in business, digital marketing, analytics, or a related field. MBA (or equivalent) from an accredited college/university is welcomed.
• Minimum seven (7) years of experience in digital marketing, with hands-on experience in Google Analytics and Salesforce CRM software (Salesforce Marketing Cloud).
• Solid understanding of web, mobile, search, email, digital ads and social as well as HTML, CSS, or JavaScript.
• Excellent analytical capabilities with strong understanding of digital metrics, voice of the customer research with the ability to interpret to make key decisions, and advanced proficiency with web reporting and analytics tools.
• Experience with search engine optimization, A/B testing, customer journey optimization, lead generation, email marketing, and conversion management.
• Exceptional ability to translate technical concepts into easy-to-understand, concise language.
• Ability to plan, organize, multi-task, and pay careful attention to detail to support multiple projects, internal clients, and deadlines in a fast-paced work environment.
• Strong belief in team and client service, including experience collaborating and supporting a team and working effectively with persons and communities from diverse backgrounds.
• Commitment to racial equity and inclusion in all areas of work.
• Excellent interpersonal and relationship building skills, bi-lingual a plus.
• Passion for nonprofit marketing and making a positive impact on the lives of others.
• Ability to maintain confidence when working with sensitive information.

Other Helpful Experiences/Qualifications:

• Interest in or familiarity with the Cleveland region and its nonprofit sector a plus.
• Demonstrated community involvement.
• Desire to continue learning and growing.

OUR COMMITMENT TO EQUAL OPPORTUNITY & DIVERSITY, EQUITY, AND INCLUSION:

The Cleveland Foundation exists to enhance the quality of life for all citizens of Greater Cleveland. The ability to carry out our mission and to foster our commitment to diversity, equity, and inclusion can best be pursued if our workforce, grantees, donors, partners, and governing body are inclusive of individuals of diverse backgrounds, beliefs, and perspectives. 

We believe that diversity encompasses, but is not limited to, age, color, education, ethnicity, family or marital status, gender, gender identity or expression, language, national origin, physical and mental abilities or characteristics, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and/or other characteristics that make an individual unique. 

The Cleveland Foundation is committed to equal employment opportunities for all, and our policy is to ensure that employees are selected, developed, retained, and promoted based on the individual’s ability and job performance, and without regard to that individual’s status or characteristics protected by federal, state or local law.

PAY AND BENEFITS: 

Based on the foundation's compensation program, the estimated annual salary for this position may be between $80,000 and $85,000, with some flexibility, based on a candidate's educational, professional, and community background and qualifications.

The foundation offers an exceptional benefits package, including medical, dental, vision, identity theft, and life and disability coverage, a comprehensive wellness program, an employee assistance program, a fully vested 403(b) retirement plan, ten paid holidays, and, for exempt positions, 15 days of vacation and 12 sick days, prorated the first year of service based on the date of hire. 

TO APPLY: 

If you are interested in applying for this position, please submit your resume and cover letter as soon as possible. This posting will remain active until the position is filled. We regret that we cannot respond personally to each applicant.

Note: Our flexible workplace policy provides one day of remote work per week.