Senior Product Manager, Fundraising Customer Relationship Management

The fundraising team at the Wikimedia Foundation conducts worldwide campaigns across nearly 40 countries and 20 languages, collecting small donations (averaging about $15) as well as large and small offline donations to support the Wikimedia Foundation's mission to empower and engage people around the world with free knowledge. The Senior Product Manager is responsible for overseeing the development, strategy, and growth of our Customer Relationship Management (CRM) system, CiviCRM. Reporting to the Director of Fundraising Technology, the Senior Product Manager, CRM will be responsible for the development, strategy and growth of the CRM system and supporting fundraising colleagues by ensuring that our CRM enables fundraising objectives and strategies. The ideal candidate will have a strong background in product management and strategy as well as fundraising and CRM experience at a similar sized non-profit organization. Responsibilities: Product Vision, Strategy, and Planning. Define and champion the product vision and strategy for Wikimedia Foundation's CRM system, aligning with strategic fundraising priorities. Develop and maintain a CRM product roadmap, prioritizing features based on user needs and fundraising value. Prepare and maintain project and technical documentation and artifacts, including release notes, analysis, reports, and user documentation User Engagement and Understanding: Actively engage with all CRM users and stakeholders (this includes fundraising, donor engagement, marketing, and program teams) to understand goals, workflows, and pain points related to CRM. Prioritize CRM features and enhancements that improve user experience and streamline workflows based on stakeholder input. Leverage deep understanding of CRM to proactively suggest tools and workflows to optimize team processes. Train and mentor teams in the use of CiviCRM, ensuring they are using it to its full capacity, and that it is meeting their needs. Develop robust documentation on CRM features and workflows. Be a champion of experimentation and innovation to improve donor engagement and team efficiency Technology and Process Optimization Drive the strategic integration of the CRM with other tools and platforms, such as email marketing, donation processing and donor relations ticketing systems, to optimize workflows and data insights. Define and prioritize the CRM technical product roadmap, focusing on scalability, adaptability, and the capacity to meet the organization's growing needs and to incorporate emerging technologies. Project and Team Collaboration: Participate in sprint planning and prioritization for CRM related tasks. Develop and advocate for priority tasks within the fundraising teams wider backlog. Evaluate new and existing CRM and database products and services and stay updated with product updates. Collaboration with upstream CiviCRM to meet our user needs and requirements.

The Wikimedia Foundation is the nonprofit organization that operates Wikipedia and the other Wikimedia free knowledge projects. Our vision is a world in which every single human can freely share in the sum of all knowledge. We believe that everyone has the potential to contribute something to our shared knowledge, and that everyone should be able to access that knowledge freely. We host Wikipedia and the Wikimedia projects, build software experiences for reading, contributing, and sharing Wikimedia content, support the volunteer communities and partners who make Wikimedia possible, and advocate for policies that enable Wikimedia and free knowledge to thrive. The Wikimedia Foundation is a charitable, not-for-profit organization that relies on donations. We receive donations from millions of individuals around the world, with an average donation of about $15. We also receive donations through institutional grants and gifts. The Wikimedia Foundation is a United States 501(c)(3) tax-exempt organization with offices in San Francisco, California, USA.