At the Lions Eye Institute, our mission is clear: to prevent and cure blindness and eye disease. Every day, we shift the dial toward our objective, and your support is a critical component. Join us in turning vision into reality through meaningful action.
The Opportunity
Lions Eye Institute has an exciting new opportunity for a CRM and Operations Manager to join us on a full‑time, permanent basis. Reporting directly to the Director of Communications and Philanthropy, this role is responsible for information management, business processes and improvements, financial stewardship and associated platforms that support the efficient functioning of the Communication and Philanthropy's operations.
Initially you will lead the migration of the existing CRM database to a cloud‑based platform, manage the system administration, optimisation, data governance and reporting, and support the operational management and efficiency of the primary stakeholders, the Communications and Philanthropy business division.
Key Responsibilities
* Lead the transition of the existing CRM database to a cloud‑based platform.
* Develop migration plan including timelines, risk assessment and contingency strategies.
* Collaborate with ICT, Philanthropy, Communications and Finance teams to align system architecture with organisational needs.
* Ensure data integrity and minimal disruption during migration through robust testing and validation processes.
* Implement best practices for cloud security, compliance and performance optimisation.
* Institute changes to system adoption, expanding use of CRM to communications team and moving from a centralised support model to enabling users. Work closely with business unit owners to ensure the system is fit for their purposes.
System Administration, Optimisation, Data Governance and Reporting
* Manage the CRM, associated gift‑management software and frameworks to support effective delivery of planned activities.
* Develop an internal service level agreement with key stakeholders in Philanthropy, Communications, Finance, Patient Data and ICT.
* Make recommendations and manage LEI's projects or initiatives relating to system improvements or integrations and champion the team's interests in institute‑wide technology projects.
* Coordinate risk management, troubleshooting, data integrity and security controls of the CRM database and implement improvements.
* Manage the use, effectiveness and quality control of the CRM, including protocols and effective delivery of data processing and information.
Philanthropy and Communications Service
* Develop automated workflows for appeals, donor journeys and stewardship programmes that reflect business owner strategies.
* Develop CRM strategies to enhance LEI's knowledge and understanding of its supporters. This includes, but is not limited to:
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o Data mining and screening.
o Development of donor pipelines that echo the Head of Philanthropy's moves‑management model.
o Using the CRM to capture stewardship plans for relationship fundraisers and support them to manage task execution within the system.
o Providing the supporting data or ensuring appropriate team access to data for the Philanthropy team to create briefs and lists for events, campaigns and appeals.
* Enable prospect researchers to implement and manage prospect pipeline reporting under the direction of the Director of Communications and Philanthropy.
* Oversee best‑practice systems for accurate and timely recording, processing and receipting of philanthropic gifts and pledges by the administrative support officer.
Operational Management Support
* Develop, systemise and prepare high‑quality financial reports, analysis and associated documents for the LEI Board and the Director of Communications and Philanthropy as required.
* Ensure end‑to‑end visibility of donation tracking and impact to support best‑practice donor stewardship.
* Liaise with the Director of Communications and Philanthropy to enable timely and accurate donation acquittal, reconciliation and financial reporting.
* Make recommendations and assist the Director of Communications and Philanthropy relating to business systems improvements.
* Facilitate and document business procedures and recommend policy updates across the spectrum of LEI operations.
* Facilitate training and development of staff as it relates to LEI systems and processes.
* All other reasonable duties as directed by the Director of Communications and Philanthropy.
Benefits
* A friendly, professional and collaborative working environment.
* A strong culture of shared core values.
* Supportive environment with opportunities for professional development.
* A range of employee benefits including discounted health insurance and optical discounts.
Qualifications and Requirements
* Successful applicants will be required to provide a current National Police Clearance.
* Only shortlisted applicants will be contacted.
* We strongly promote a culture of diversity and inclusion at Lions Eye Institute. Aboriginal and Torres Strait Islander applicants are encouraged to apply.
If this sounds like an exciting opportunity that aligns with your experience and career goals, click on the APPLY button to submit your application for this position. For further enquiries or job specific details, please email the recruitment team on: .
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