Job purpose
The CRMManager will manage the Charity’s Salesforce.com CRM system
in order to maintain high standards for effectiveness and efficiencyand to provide insights and reporting to support Charity in delivering its ambitious strategic goals and effective stakeholder engagement.
The role will involve working closely with colleagues and third-party suppliers to ensure other IT systems communicate effectively with the CRM. The CRM Manager will contribute to the Charity’s overall IT and data strategies atan exciting time of growth for the Charity.
You will be responsible for informing, delivering and evaluating data-driven CRM activities, working closely with colleagues in our fundraising, finance, communications and support teams.
You will play a pivotal role in the success and ongoing development of our CRM system. Responsibility will also include the development of new technological solutions ensuring that the implementation meets the needs
of end users and supports The Charity’s strategy and planned growth. You will also ensure any third party solutions integrate / communicate with
the CRM.
You will provide support to users at all levels of the organisation ensuring that the CRM system fulfils all their requirements and they are confident to use it effectively.
The person
The successful candidate must have a dynamic, professional and efficient approach with the ability to build and maintain strong relationships with
key internal and external stakeholders. You will have excellent planning, organisational and communication skills.
This is a fantastic opportunity which would ideally suit an experienced CRM Officer with demonstrable experience of delivering data-driven activities and insights through a relational database and be confident working with complex data sets. Experience of using a large complex database application, such as Salesforce, in the fundraising or membership services sector is also desirable. Strong logical and analytical skills are essential to complement your technological capability.
You will have a proven experience taking ownership of key projects and activities, and of structured testing and data analysis. As a role with broad responsibilities, you will need to be capable of picking up new tasks quickly, managing yours and your team’s priorities in line with the CRM and IT strategies and ultimately be a problem solver. You will be seeking your next move to a position where you can develop professionally and at the same time make a real difference in the work you do.
The Brain Tumour Charity is moving at a fast pace so we are looking for someone that has an enthusiasm and passion for the work of The Brain Tumour Charity and a conviction to deliver positive outcomes for those
that are affected by this devastating disease.
Key accountabilities
- Co-ordinate the data profiling and segmentation for The Charity, including developing and managing tools
to manage and understand stakeholder engagement. - Proactively seek development of the CRM functionality, managing design and implementation of changes, to meet user needs with organisation-wide impact in mind, liaising closely with colleagues in all departments, and providing briefs for development.
- Develop the CRM reporting suite in order to support the measurement of organisation and team KPIs, including impact measurement, and provide support to colleagues in the development of reports.
- Proactively seek opportunities to provide insights and analysis to help The Charity achieve its objectives, making recommendations for improvements and development.
- Manage the integration of third party applications with the CRM, including the research application portal, The Charity’s websites and the Finance system.
- Manage the data protection policies for The Charity and ensure the CRM is used within these guidelines through regular checks and training for staff.
- Oversee the administration of the CRM system, providing guidance and support to the Database and IT Officer.
- Manage the relationship with CRM and third party suppliers.
- Ensure documentation processes, training and guidance documents for users are developed.
- Manage the review and updating of data capture, processes, data fields and data definitions.
- Develop and control The Charity’s streams of data capture working closely with colleagues in fundraising, support and communications as well as volunteers, promoting and implementing best practice data-related techniques and the use of data.
- Manage mailing lists and other segmentation for external communications.
- With the Database and IT Officer, develop and manage training and support for staff on the CRM and other IT systems, including Microsoft Office.
- Line management of one member of staff.
- Keep up-to-date with Salesforce development, data protection and best practice within the third sector.
The post holder will also
- Contribute to achieving the overall objectives of The Brain Tumour Charity.
- Undertake any additional and ad hoc tasks as required.
- Participate in team meetings and other meetings as required.
- Provide written reports to theDevelopment Director as required.
- Represent The Charity at external events in a professional manner.
- Work within an equal opportunities framework.
- Comply at all times with The Charity’s Health and Safety policy.
- Adhere to all The Charity’s policies, procedures and working practices.
Please note that the responsibilities listed are not exhaustive and this job description may be subject to change as the role evolves over time.
Location:Farnborough
Hours: Fulltime,37.5 hours per week, 9am – 5.30pm
Some out of hours work will be required
Salary:£35,000per annum (dependent on experience)
Direct reports:Database and IT Officer
Person specification
Essential /Desirable
Qualifications
Educated to degree standard in a relevant subject or containing statistical / analytical work / Computer Science / IT degreeHigher degree
Salesforce Administration Qualification
Experience
Minimum 2 years’ experience of using a CRM system as an administrator or analyst
Evidence of developing and documenting processes and systems including training
Taken part in the strategic development of a CRM as well as the day-to-day running / Management / administration of Salesforce.com
Proven experience of working with relational databases, developing data segmentation tools and analysis / Management of integration of CRM system with other IT applications
Experience of working with APIs
Proven project management experience
Proven experience of advanced Excel techniquesand using Microsoft Excel for data handling
Self-reliant and confident IT user with very strong computer literacy, particularly in Microsoft Office
Proven experience of working to and delivering targets and evaluating results
Experience of using reporting/querying/analytical tools and software
Skills and Abilities
Excellent interpersonal and communication skills with an ability to engage effectively with people at all levels and with different levels of knowledge
Organised, self-starter capable of taking initiative
A positive ‘can-do’ attitude
Ability to manage competing deadlines and respond quickly to shifting priorities
Ability to prioritise and work under pressure with good time management
Proven multi-tasker and problem solver
Strong attention to detail
Other