CRM OFFICER

We have the pleasure of recruiting a super role for a UK based Charity. The CRM Officer plays a pivotal part in the dynamics of our clients CRM success and Project Management and this is a really exciting time to be joining and taking on this new role.

Working closely with Fundraising, IT, Communications and Finance charity colleagues and stakeholders, you will manage the CRM to ensure it is properly used, effective data management process workflows are implemented and maintained to ensure that supporters’ data quality and integrity is compliantly maintained.

You will be the CRM product manager ensuring that the charity can deliver on its fundraising, CRM and digital strategies. You will be responsible for the management of the Change Request process, including both the gathering of detailed requirements for user proposed changes as well as the appropriate triaging of all incoming CRM requests and tickets to ensure they are correctly allocated for follow up against clear SLAs and that a feedback loop is in place to users and line management for excellent supporter data management including implementing effective data quality processes and workflows.

GDPR and financial compliance via timely data updates of supporters’ personal, communications preferences and financial data from users and third party suppliers. Collaborate with the IT team to ensure robust CRM security by managing appropriate user profiles and access protocols. Manage and implement changes to the Dynamics 365 configuration.

Ensure data imports are reviewed for data quality, with validated data records imported and invalid exceptions investigated, resolved and then imported in a timely manner. Maintaining a Data Imports Log for reconciliation. Monitor all Data Integrations to report by exception any malfunctions leading to invalid data quality records and then work to resolve with IT and third parties in a timely manner.

Maintain current CRM industry knowledge and personal professional development skills. Identify any upcoming or newly released CRM functionality to evaluate and recommend whether and how such functionality would improve the charity’s business processes, as part of the periodic upgrade process.

Develop and deliver functional and user testing sessions when needed (upgrades, new functionality, reported bugs, systems integrations, data migrations, automated testing). Manage users, user profiles and license allocation in collaboration with the Head of IT, to ensure efficient and cost effective licenses expenditure. Create and monitor a CRM KPIs Dashboard and Reports for data quality, change requests, tickets.

Monitor and manage the CRM support emails and tickets, ensuring users are responded to and kept updated in a timely fashion. Lead on CRM third party supplier relationships and SLAs. Liaise with charity teams to ensure their business requirements are fulfilled.

Proactively collaborate with the charity’s Fundraising, Communications and Finance teams for CRM related processes. Especially re campaign digital messaging and income processing. To embed cross directorate working via building key relationships and highlighting synergies across our working practices to deliver CRM efficiencies and improvements.

Provide appropriate CRM inductions, guidance, advice and training for charity colleagues. At all times, adhere to the charity’s policies and procedures. Undertake any other reasonable duties and requests from line management that are commensurate with the CRM Manager role.