Senior CRM Officer

Title: Senior CRM OfficerReporting to: Director of Development / Head of Individual GivingKey relationships: Director of Development; Director of Communications & Public Affairs; all fundraising; communications and nursing services staffDirect Reports: NoneSalary: Starting salary 35,000 4 days per weekContract: Two-Year contract, 4 days per week (Will consider 3 days pro rata for the right candidate)The Marie Keating Foundation currently operates a hybrid working model with a min of two days in the office.This is an exciting new role at the charity and is an excellent opportunity for any candidate keen to support growth through the improved use of available technology. While the primary focus will be on managing our CRM (on the Microsoft Dynamics platform), the role will also involve managing relationships with other technical suppliers for applications which feed into the CRM (e.g. donation platforms). It would therefore suit a highly motivated and pro-active candidate looking to grow with the charity.The role will require experience of managing a CRM, working with technical suppliers (including any of the following: web developers, web provider, payment processors, CRM providers, IT support), as well as demonstrable skills in improving operational processes linked to the CRM. As the role is effectively the charity's first dedicated technical resource, it would suit someone with good general technical skills and the ability to communicate effectively with technical and non-technical parties.Key AccountabilitiesCRM Data ManagementHold overall responsibility for maintaining clean, accurate and relevant CRM data.Devise and maintain processes to improve efficiency and the quality of data.Enhance data quality by identifying areas of concern or improvement.Lead on the development of processes for capturing and storing of supporter and service user data from multiple sources and channels (e.g. online, face-to-face).Create and implement processes to ensure all data is captured efficiently and effectively.Ensure all data is captured and stored in line with regulatory requirements (e.g. GDPR) and in support of team SLAs and associated performance indicators.Responsible for bulk importing of data where automated solutions are not available.Ensure all data is imported in line with regulatory, system and organisational requirements.Monitor and support data integrations.Monitor data volumes from multiple channels through effective reporting.To continually strive for best practice.CRM User management and supportDesign, document and deliver the on-boarding process for new users.Provide CRM support and coaching to colleagues.Advise on best practice solutions to help users develop their CRM skillset.Provide the technical lead in meetings with internal and external parties where CRM is impacted.Ensure effective communication of relevant business requirements and issues.Lead in the development of CRM user guidelines, processes and procedures to ensure that users understand and use the CRM efficiently and effectively.Support and champion data security on an individual, team and organisational basis.Ensure users have the appropriate level of access through the use of roles and permissions.Monitor usage through effective reporting.Respond proactively to all data queries from CRM users including by providing support with data selections and reporting.Support efficient access to CRM data through the use of Views, Charts and Dashboards.Communicate and engage with users to ensure that they are always informed of technical changes or developments.Work closely with finance team to ensure that all income data is correctly recorded.Support the finance team to ensure Tax Effective Giving is processed efficiently, effectively and legally.Identify, design and/or provide configuration which supports the development of CRM functionality which will improve business processes and deliver efficiencies across the foundation.Support for the Foundation's growth strategy by identifying relevant areas for development or improvement.CRM Technical ManagementTo proactively lead on, and contribute to, the development and improvement of CRM functionality while maintaining alignment to organisational needs.Manage CRM projects ensuring design of the system parameters maximise their compatibility with Foundation business requirements.Ensure projects are delivered to specification, on time and within budget.Liaise with suppliers of key technical services which impact on CRM, e.g. CRM, web site and managed IT services.Support the monitoring and review of existing and potential new suppliers.Oversee CRM supplier during upgrades and patching, ensuring appropriate scheduling and testing is carried out.Where testing is required coordinate testing and production of test scripts.Ensure all colleagues are informed of any issues or changes as soon as is practical.Skills & ExperienceIdeal candidates are not expected to match the skills and experience requirements fully. Any candidate will be considered if they are able to match a majority of the requirements and demonstrate the potential to develop in areas where experience is missing.SkillsBusiness and CRM technical knowledge.Ability to understand the Foundation's technical landscape.Ability to communicate to a variety of audiences with a broad spectrum of technical ability.Be able to write reports, proposals and process documentation.Understand CRM configuration and how it is applied.Be able to create technical specifications / workflowsAdvanced proficiency in the use of business applications software e.g., Excel and other MS Office tools.Innovative and solutions-focused approach.Strategic thinker with ability to see how the bigger picture is impacted by small details.Logical decision-making skillsAbility to work independently and collaboratively.Understanding of the different requirements for supporter and service user data.Highly numerate and an excellent attention to detail.Ability to keep up to date with new developments, legalities, codes of conduct and best practice within the charitable sector.Excellent time management skills.An ability to engage with technical and non-technical audiences, translate complex, concepts and train colleagues.Ability to build and maintain strong relationships with key stakeholders across the organisation and externally.ExperienceDirect experience of managing, maintaining and administering a charity CRM (ideally Microsoft Dynamics but knowledge of other applications would also be beneficial).Experience with supporting or delivering the configuration/development of a CRM based on user requirements.Familiarity with managing relationships with external partners or suppliers.Experience with data protection as it applies to fundraising and CRM systems.Knowledge of Power BI or a similar data analysis tool would be useful.Ability to work well independently but also as part of a wider team.Experience of working in the charity sector.