Communications & CRM Coordinator (Volunteer)

Position Overview

The Communications & CRM Coordinator (CMEA) is responsible for supporting NHSC’s email communication, user account administration, and CRM operations.

The CMEA helps ensure NHSC’s email systems and CRM remain organized, functional, accurate, and aligned with organizational communication needs. This position supports email campaigns, newsletters, templates, automated communications, CRM workflows, contact segmentation, reporting, forms, and user account support.

The CMEA works closely with the Chief Technical Officer and coordinates with organizational leadership when email or CRM activities involve communications, operations, marketing, events, membership, or organizational announcements.

This position is particularly suitable for applicants interested in communications, marketing, customer relationship management, email marketing, business technology, information systems, or digital communications.

Responsibilities

User Accounts & Permissions

• Ensure users can access their assigned accounts.

• Create new user accounts when requested.

• Assign appropriate permissions and account information.

• Review account access when responsibilities change.

• Contact the CTO when permission requirements are unclear or when elevated access is needed.

User Account Troubleshooting

• Assist users who cannot access their accounts.

• Troubleshoot basic login and account-access issues.

• Identify account problems and determine when technical support is required.

• Document recurring account-access issues for follow-up.

Email Campaigns

• Create and prepare email campaigns promoting NHSC programs, events, announcements, products, services, or other organizational activities.

• Coordinate campaign content and timing with the COO, CTO, and CMO.

• Prepare recipient lists and campaign settings.

• Review emails for accuracy before sending.

• Track campaign performance and provide reports.

Newsletters

• Create and distribute newsletters to keep members informed about NHSC activities.

• Organize newsletter content and scheduling.

• Coordinate newsletter information with the COO, CTO, and CMO.

• Review newsletters for accuracy, formatting, and links before distribution.

• Track newsletter performance.

Email Templates

• Create standardized email templates for staff use.

• Maintain templates for common communication needs.

• Ensure templates contain accurate organizational information.

• Update templates when organizational information or communication needs change.

• Coordinate technical changes to templates with the CTO.

Email Signatures

• Create email signatures for new NHSC members and staff.

• Update existing email signatures when information changes.

• Maintain consistent formatting and organizational information across signatures.

• Ensure signatures contain current contact and organizational details.

Automated Emails

• Create automated emails for reminders, promotions, announcements, follow-ups, and recurring communications.

• Schedule automated communications based on organizational needs.

• Review automated emails to ensure content and timing are correct.

• Monitor automated email activity and address issues when they occur.

CRM Workflows

• Build and maintain CRM workflows for organizational communication and processes.

• Configure actions, triggers, notifications, and follow-up steps within the CRM.

• Test workflows before they are placed into active use.

• Review workflows periodically to ensure they continue working correctly.

CRM Pipelines

• Create and maintain CRM pipelines for organizational processes.

• Configure pipeline stages based on approved NHSC processes.

• Keep pipeline structures organized and easy for authorized users to understand.

• Report pipeline issues or requested structural changes to the CTO.

Contact Segmentation

• Create and maintain CRM contact segments based on approved communication needs.

• Organize contacts according to relevant categories, groups, interests, membership status, or communication requirements.

• Ensure segments are used correctly when sending targeted communications.

Follow-Up Automation

• Create automated follow-up processes for emails, forms, events, inquiries, and other CRM activities.

• Configure reminders and follow-up actions.

• Test follow-up automation to ensure messages and actions occur at the correct stages.

• Monitor automated follow-up processes for errors.

Email Reporting

• Monitor email campaign performance.

• Prepare reports covering metrics such as delivery, opens, clicks, responses, and other available performance data.

• Identify communication trends and recurring issues.

• Provide reports to organizational leadership when requested.

CRM Reporting

• Create and maintain CRM reports based on organizational needs.

• Generate reports related to contacts, pipelines, workflows, communication activity, and other CRM processes.

• Ensure reports use accurate CRM information.

• Provide requested CRM reports to authorized leadership.

Forms Connected to the CRM

• Create and maintain forms connected to the CRM.

• Ensure submitted information reaches the correct CRM records or workflows.

• Test forms before launch.

• Troubleshoot form-to-CRM connection issues.

• Coordinate major form or CRM changes with the CTO.

Communication Workflows

• Build and maintain communication workflows for recurring organizational processes.

• Connect email communications with approved CRM processes.

• Coordinate communication timing, triggers, follow-ups, and notifications.

• Test communication workflows before implementation.

CRM Troubleshooting

• Troubleshoot basic CRM problems reported by users.

• Identify workflow, pipeline, form, automation, and access issues.

• Resolve issues within assigned responsibilities.

• Escalate technical or system-level problems to the CTO.

• Document recurring CRM issues and recommended solutions.

Applicants should be comfortable using or learning software and platforms commonly used for email communication, CRM management, and organizational communications.

Preferred qualifications include:

• Experience with email marketing, CRM, communications, marketing, or business technology.

• Familiarity with CRM platforms and automated workflows

• Familiarity with email campaign & newsletter platforms

• Basic understanding of contact management and segmentation

• Ability to organize multiple communication projects and deadlines.

• Ability to communicate clearly with staff and organizational leadership.

• Ability to learn new software & systems quickly.

• Experience with email marketing platforms and using CRM software

• Experience creating email campaigns and newsletters as well as experience with email automation.

• Experience with CRM workflows and contact segmentation

• Experience creating reports and reviewing communication analytics

• Basic troubleshooting skills

• Strong written communication skills

• Strong organizational and time-management skills

Prior professional CRM management is not required.