Position Summary

The Client Relationship Manager (CRM) is responsible for driving disciplined execution and day-to-day delivery across assigned nonprofit client accounts. As a member of the Client Services team, the CRM ensures client strategies are executed accurately, timelines are met, and internal teams remain aligned to agreed-upon priorities and deliverables.

The CRM plays a key role in translating client objectives and strategic direction into clear internal workflows. While the CRM does not directly own client strategy or media decisions, they are responsible for ensuring those strategies are executed accurately, communicated clearly, and delivered on time. The CRM ensures that all client deliverables meet the highest standards of accuracy and timeliness before delivery. This role is essential to maintaining consistency, identifying risks early, and supporting strong, well-managed client partnerships.

This role works closely with client strategy leadership, media, analytics, and creative teams to develop strategies, manage deliverables, prepare client-ready materials, and ensure work progresses with clarity, accountability, and quality.

This role reports to the Senior Director, Client Strategy and supports both the Senior Director and Director of Client Strategy in managing ongoing client delivery and execution.

Key Responsibilities

Account Management & Internal Alignment

·        Serve as a point of integration for assigned accounts, translating client needs into clear internal deliverables and next steps.

·        Actively participate in internal and external strategy meetings, supporting planning discussions and ensuring strategic decisions are clearly translated into actionable execution steps.

·        Maintain clear priorities and support accountability for tasks, timelines, and deadlines across internal teams.

·        Ensure strategy, media, analytics, and creative teams have the context, information, and timing needed to deliver high-quality work.

·        Maintain trackers, calendars, deliverables list, and meeting notes to support organization, momentum, and follow-through.

·        Contribute to ongoing process improvements by identifying inefficiencies and recommending optimizations that support scalable, high-quality account delivery.

Client Relationship Excellence

·        Lead day-to-day client communication by routing information, capturing updates, and escalating issues as appropriate.

·        Prepare and distribute weekly status updates, call summaries, and project communications.

·        Anticipate client needs by building context, understanding priorities, and identifying potential issues early.

·        Contribute to a responsive, organized, and solutions-oriented client experience.

Deliverable Preparation & Quality Assurance

• Collaborate with internal teams to develop and deliver clear, accurate client-facing materials, including performance updates, presentations, and campaign recaps.
• Ensure all deliverables are aligned with client objectives, messaging standards, and quality expectations before sharing externally.

Presentation Development

·        Develop clear, well-organized client-facing presentations that effectively communicate performance and support client understanding.

·        Support refinement of messaging, structure, and visuals in partnership with leadership to ensure high-quality, client-ready materials.

Performance Reporting & Insights

• Gather data insights from internal stakeholders (analytics and media ops), validate, and organize data used in weekly and monthly reporting.
• Identify trends, anomalies, or performance shifts and organize insights for stakeholders to review.
• Prepare clean, simple summaries for client-facing communications.

Cross-Team Integration

• Act as a connector between internal teams to ensure deadlines, dependencies, and updates flow smoothly across media, analytics, creative, and leadership.
• Gather inputs, route feedback, and follow up on outstanding needs to keep work moving.
• Maintain documentation and shared resources so information is accessible and organized.

Issue Identification & Quality Control

• Identify operational issues, when comparing to client strategy such as:
• Spend discrepancies, missing logs, pre-emptions
• Creative/versioning questions
• Reporting anomalies, quality control.
• Identify and flag any inconsistencies that may impact strategic delivery.
• Work with internal teams to gather information and support timely resolution.

Other duties as assigned by Senior Director, Client Strategy.

Your Profile:

·        Bachelor’s degree required; additional education or relevant professional experience in marketing, communications, business, or nonprofit management is a plus.

·        3+ years of experience in direct response, fundraising, or agency account management, ideally supporting nonprofit or mission-driven organizations.

·        A strong ability to translate data and performance metrics into polished, compelling presentations, advanced PowerPoint skills and comfort crafting clear, strategic stories from data are essential.

·        Demonstrated curiosity, willingness to learn, and genuine passion for the work; we value mindset as much as technical experience.

·        High proficiency in Microsoft Office, especially PowerPoint and Excel, with the ability to design executive-ready presentations, pull insights, and visualize performance clearly.

·        Excellent written and verbal communication skills able to help shape strategy, synthesize information, and communicate confidently with clients and internal teams.

·        Solid understanding of direct marketing fundamentals and key performance metrics across channels.

·        Working familiarity with analytics, reporting, or predictive modeling concepts (you don’t need to be the analyst, but you should be able to understand the story the data is telling).

·        Proven ability to manage day-to-day program execution for multiple clients while keeping cross-functional teams aligned and on track.

·        Highly organized, detail-oriented, proactive problem-solver who thrives in a fast-paced environment.

·        Enjoys working collaboratively and brings a positive, team-oriented approach to partnerships with media, analytics, creative, and client service colleagues.