Manager, CRM Systems


Reporting to the VP, IT and with a technical lead from the Director, Donor Engagement and Stewardship, the Manager, CRM Systems will provide leadership and oversight of a Training & Documentation Officer. You will assume the responsibility to lead and serve as the main focal point for all user-facing aspects all fundraising systems at Right To Play, including the primary CRM solution.


JOB POSTING – Manager, CRM Systems

Organization:                            Right To Play International

Department/Division:               IT Systems and Solutions – Headquarters           

Work Location:                   Toronto, Canada or London, UK

Work Arrangement:                  A combination of in-office and remote-working in accordance with Right To Play’s work arrangement and the operational needs of the department

Authorized to work in:              Canada or UK (Eligible to work legally without requiring sponsorship or work permit)

Target Hiring Range:                 CAD 71,000 – 80,000 / GBP 42,804 – 47,094 per annum (dependent on successful candidate’s work location)

Target Start Date:                     Immediate

Contract Duration:                    Full-time / Permanent

Application Closing Date:          June 26, 2023 23:59 EDT

ABOUT US:                                                                               

Right To Play is a global organisation that protects, educates and empowers children to rise above adversity through the power of play. We help millions of children each year to stay in school and out of work, to prevent life-threatening diseases and to stay safe from exploitation and abuse. We are the leading global development organization that uses play to transform the lives of children and youth impacted by poverty, war, disease and inequality. 

Established in 2000, Right To Play reaches children through experiential programming in 15 countries in Africa, Asia, the Middle East, and North America. These programs are supported by our headquarters in Toronto, Canada; London, UK and seven national offices across Europe and North America. 

With a shared passion for our mission, our Culture Code guides how we act and interact based on five core pillars:

  • Accept Everyone – Be intentional about inclusion
  • Make Things Happen – Seek opportunities to lead and innovate
  • Display Courage – Act with integrity
  • Demonstrate Care – Look after yourself and one another
  • Be Playful – Have fun at work

Please visit our website to learn more about who we are and what we do, and watch this video to find out about the five pillars of our Culture Code.


Reporting to the VP, IT and with a technical lead from the Director, Donor Engagement and Stewardship, the Manager, CRM Systems will provide leadership and oversight of a Training & Documentation Officer. You will assume the responsibility to lead and serve as the main focal point for all user-facing aspects all fundraising systems at Right To Play, including the primary CRM solution.



#1: Implementation, Management and Support of Systems (30% of Time):

  • Manage the relationship with service providers and implementing partners acting as a key technical resource responsible for the coordination of application support for fundraising and relation systems
  • Manage the configuration, development, and support of the fundraising solutions (based on Microsoft Dynamics CRM)
  • Coordinate with other departments on the system/data interfaces between CRM and other systems.
  • Manage roll outs of our CRM to new businesses and new CRM features to existing businesses
  • Identify new requirements, coordinate with Global fundraising team to set priorities, manage expectations, resolve issues, and liaise with IT and BI teams to deliver solutions that support fundraising strategies


#2: Stakeholder Management and Training (30% of Time):

  • Foster usage of the fundraising systems across seven national offices and the global Fundraising team
  • Understand business requirements and have a good judgement of what is possible in the tool or not, what is recommended and best practice or not, and what changes are required to meet business needs.
  • Communicate and understand the stakeholders and end users, appreciate their pitfalls, and drive the adoption of the system
  • Drive data clean-up and maintenance of data
  • Onboarding, training, and usage support (manages a training and documentation officer)
  • Drive adoption and usage of new functionalities, fields, and processes
  • Ensure alignment on both unrestricted and restricted fundraising processes
  • Link data entry to reporting
  • Prepare global reports for campaigns results and others as required
  • Help refine the CRM vision and strategy
  • Formulate and coordinate with business focal/key users the testing and validation of new features, bug fixes and releases.
  • Maintain a close working relationship with key stakeholders within Headquarters, National Offices, and Country Offices to ensure that systems continue to meet the operational needs of Right To Play
  • Establish and facilitate global user groups to keep them engaged and up to date with global applications, system features, changes and supporting training and policies
  • Manage training schedules for full onboardings or new features, and provide training to end users
  • Create required reports in response to business user needs


#3: Vendor Management (25% of Time):

  • Manage performance monitoring and escalation with all CRM and Fundraising related technology vendors
  • Provide key inputs for Vendor-related stewardship and opportunities
  • Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts
  • Participate in negotiations with vendors, outsourcers, and contractors to secure products and service


#4: Team Management and Capacity Building (10% of Time):

  • Lead the direct reporting team, ensure comprehensive and constructive performance reviews are completed on a timely basis and facilitates discussion of performance and career options
  • Provide ongoing support and coaching to strengthen the team’s performance


#5: Perform Other Duties as Assigned (5% of Time)




  • University degree in business, information technology, engineering or systems design, or equivalent work experience


  • 5 years of overall CRM experience, including Microsoft Dynamics
  • Supporting SaaS based solutions including Microsoft Dynamics
  • Supporting Click Dimension marketing and sales solution
  • Data management
  • Documenting and maintaining configuration and process information


  • Strong customer-service orientation
  • Time management skills
  • Strong communication and presentation skills
  • Great teamwork, the ability to engage and motivate teams and users, connect with colleagues from different departments towards the same goal
  • Strategic thinking skills, prioritizing key projects and identifying roadblocks and solutions to achieve organisational fundraising goals
  • Strong prioritization skills and supporting stakeholders to focus on key deliveries of projects


  • Understanding and experience in Microsoft suite (Excel, Outlook, PowerPoint)
  • Strong data analysis skills
  • Knowledge of applicable data privacy practices and laws


  • Fluency in spoken and written English


  • Experience with other fundraising CRM systems (e.g. Raiser’s Edge, Salesforce, etc.)
  • Experience in managing a team of IT professionals
  • Experience in Not For Profit environments and working in a global context
  • Experience working in a small team with changing priorities
  • Experience with GDPR
  • Experience with TCI Scribe, Click Dimensions and SendGrid


The opportunity to collaborate with an innovative global team who are passionate about working with children and youth. You will gain experience working for a globally recognized organization with a healthy culture premised on our Culture Code (accept everyone, make things happen, display courage, demonstrate care and be playful). You will be immersed in an environment where learning and development is encouraged and valued, and “play” is appreciated as a core avenue to building community.

  • Competitive salary and benefits
  • Flexible work arrangements (e.g. work from home and flex hours)
  • Up to 5 personal learning and development (L&D) days per year
  • Annual learning week
  • Annual staff recognition awards
  • Opportunity to connect with employees across our offices (Global Buddy Chat, Facebook Workplace)
  • Opportunity to engage in global projects and initiatives
  • Wellness programs
  • Playful activities and events

Comment postuler:

If you are interested in applying for this position, please apply with your resume and cover letter in English via the application link.

Application Link:

While we thank all applicants for their interest, only those selected for interviews will be contacted. Shortlisting of applications will begin immediately and interviews may be held before the closing date.

Right To Play provides equal employment opportunities to employees regardless of their gender, race, religion, age, disability, sexual orientation or marital status. As such, we encourage groups who have been historically disadvantaged with respect to employment to apply for positions at Right To Play. We offer a family-friendly environment that allows for flexible work arrangements in order to support staff diversity and ensure a healthy work-life balance.

We value and promote a culture of diversity, equity, inclusion, and belonging. Should you require any accessibility related accommodations or specific adjustments to ensure fair and equitable access throughout the recruitment and selection process, and thereafter, please reach out to the People & Culture team by email at [email protected]. All information provided will be treated as confidential and used only to provide an accessible candidate experience.

We are a child-centered organization. Our recruitment and selection procedures reflect our commitment to the safety and protection of children in our programs. The successful candidate will be required to provide a satisfactory Vulnerable Sector Screening or equivalent criminal check as a condition of employment.


juin 22, 2023

Date d’échéance:

juin 27, 2023


Postes permanents à temps plein


Toronto, Canada or London, UK


Right To Play International

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