Senior Manager, CRM, Data & Membership Systems

The Merchant Risk Council (MRC) is a global nonprofit membership association that connects and supports merchants, solution providers, law enforcement, and industry professionals working to reduce fraud and improve payments and eCommerce outcomes worldwide. MRC is seeking a highly collaborative and technically capable Senior Manager, CRM, Data & Membership Systems to serve as the organization's primary functional owner for CRM, membership systems, and operational data infrastructure. This role plays a critical part in supporting the systems, processes, and data that power MRC's membership, events, education, sponsorship, and operational activities. As a mission-driven association, MRC relies on technology to maximize operational efficiency, improve the member experience, and support sustainable growth. This role is responsible for the administration, optimization, integration, and ongoing evolution of MRC's CRM and membership technology ecosystem, centered around Salesforce and related platforms. The ideal candidate combines strong platform administration expertise with a systems-thinking mindset and enjoys serving as a functional owner of business systems. They understand how data, workflows, and technology platforms work together to support organizational goals and are comfortable balancing strategic planning with hands-on execution. This role partners closely with teams across Membership, Events, Finance, Marketing, Education, and Technology, as well as external vendors and consultants, to deliver practical, scalable solutions that improve business operations and member experiences. Candidates with experience supporting membership associations, nonprofits, chambers of commerce, professional societies, trade associations, or similarly mission-driven organizations will likely find this role particularly rewarding. This role reports to the Director of Technology and Innovation.

Key Responsibilities

CRM & Membership Systems Administration Serve as the primary administrator and strategic owner for Salesforce and related membership systems. Manage user access, security, profiles, permissions, automation, workflows, objects, reports, dashboards, and data quality processes. Support ongoing enhancements to CRM architecture, operational workflows, and member lifecycle management. Maintain documentation for systems, processes, automations, integrations, and operational procedures. Evaluate and recommend improvements to business systems, workflows, and platform usage. Systems Integration & Data Management Oversight and collaboration on integrations between Salesforce and connected business platforms, including event systems, marketing platforms, websites, finance systems, learning systems, and member-facing applications, in partnership with the internal owners of those systems. Partner with internal teams and vendors to improve interoperability and automation between platforms. Monitor and troubleshoot integration issues, synchronization failures, and workflow bottlenecks across systems. Support API-based integrations and middleware solutions where applicable. Help establish and maintain organizational data governance, consistency, and quality standards. Reporting & Operational Insights Develop and maintain operational dashboards and reporting to support membership, events, sponsorship, marketing, education, finance, and executive decision-making. Assist departments with reporting requirements, segmentation, operational analytics, and process optimization. Translate business requirements into scalable reporting and operational data solutions. Support leadership with visibility into organizational trends, member engagement, and operational performance metrics. Cross-Functional Business Operations Support Collaborate with stakeholders across departments to evaluate operational needs and implement scalable technology solutions. Partner closely with internal system owners to ensure integration changes, data flows, reporting needs, and process improvements are coordinated across platforms. Identify opportunities to streamline manual processes through automation and improved system design. Support testing, deployment, and change management for system updates and new initiatives. Provide training, guidance, and support to staff users across business systems. Serve as a bridge between business stakeholders, vendors, and technical resources, helping translate business needs into practical technology solutions and ensuring shared understanding of priorities, tradeoffs, and outcomes. Vendor & Partner Management Act as the primary internal owner for relationships with CRM, systems integration, and operational technology vendors and consultants. Coordinate and prioritize vendor-delivered work, balancing internal execution with outsourced support where appropriate. Translate business requirements into clear technical scopes of work and implementation plans. Review vendor recommendations critically and pragmatically, ensuring solutions align with MRC’s operational goals, scalability needs, and budget. Manage implementation timelines, testing, issue resolution, and delivery quality across external partners. Maintain a practical, solution-oriented mindset focused on achieving outcomes rather than retaining ownership of every technical task internally. Identify when work should be handled directly, delegated to vendors, or redesigned entirely for simplicity and sustainability.

Qualifications

Required 5+ years of experience administering Salesforce or comparable CRM/business systems. Experience managing integrations between SaaS business platforms. Strong understanding of CRM data structures, workflows, reporting, and operational processes. Excellent analytical, troubleshooting, organizational, and communication skills. Ability to balance strategic thinking with hands-on execution. Experience coordinating with external vendors, consultants, or implementation partners. Strong communication skills with the ability to translate technical concepts and system impacts into practical guidance for business stakeholders. Preferred Salesforce Certified Administrator. Experience with association management systems (AMS), membership organizations, nonprofit operations, or event technology platforms. Familiarity with platforms such as HubSpot, Cvent, Sitecore, learning management systems, or financial systems integrations. Experience with middleware/integration tools and APIs. Experience with data governance, reporting strategy, or business intelligence tools. Experience documenting operational processes and systems architecture. This Role Is For You If… You think like a Product Owner but are comfortable operating beyond traditional product ownership into system administration, integrations, reporting, data governance, and vendor management. You enjoy connecting systems, processes, and data to make organizations run more effectively. You think beyond individual platforms and understand how business applications should work together holistically. You are comfortable being both strategic and hands-on depending on the situation. You can manage vendors and consultants confidently without feeling the need to personally own every technical task. You care deeply about operational efficiency, data quality, and creating scalable processes. You enjoy partnering with non-technical stakeholders to solve business problems. You enjoy explaining technical concepts to non-technical audiences in ways that are clear, practical, and supportive rather than overly technical or jargon-heavy. You understand that successful systems work depends as much on communication, collaboration, and trust as it does on technical skill. You are pragmatic and outcome-oriented, balancing ideal solutions with organizational realities. You’re comfortable navigating ambiguity and helping shape evolving processes and systems. You like improving workflows and reducing manual work through thoughtful automation and integration. This Role Is Not For You If… You prefer working exclusively within a single platform without considering broader operational processes. You view vendor coordination or delegation as less valuable than hands-on technical work. You are uncomfortable balancing competing priorities across multiple departments and systems. You prefer highly rigid environments with narrowly defined responsibilities. You are resistant to evolving processes, changing business needs, or cross-functional collaboration. You expect every solution to be implemented perfectly before delivering incremental improvements. You are looking solely for a traditional Salesforce Administrator role focused only on tickets and configuration tasks. You struggle to translate technical concepts into practical business discussions. You prefer working primarily with systems rather than collaborating closely with people and business stakeholders. You become frustrated when working with non-technical users who need guidance, context, or operational support. What Success Looks Like MRC’s business systems operate reliably and cohesively with minimal manual intervention. Departments have accurate, actionable reporting and trustworthy operational data. Member and customer experiences improve through better automation and system connectivity. Cross-platform integrations are stable, scalable, and well-documented. Vendors and consultants are effectively coordinated and aligned with organizational priorities. Technology decisions support long-term operational efficiency and organizational growth. Internal stakeholders view technology as an operational partner rather than simply a support function. Apply To This Job