CRM Manager in Luton

Keech Hospice are looking for an enthusiastic and collaborative CRM Manager to lead the final phase of our Microsoft Dynamics implementation. This is a unique opportunity to bring a vital project over the finish line successfully launching our new CRM, embedding it across the organisation, and ensuring it becomes a trusted, well used tool for teams and supporters alike. You'll guide colleagues through adoption, optimise workflows, and make sure the system truly supports our fundraising, clinical, and operational goals. Your blend of technical know how, patience and people focused communication will help us unlock the full potential of Dynamics and improve the experience of every family we serve. If you're passionate about making a meaningful difference through smart, effective, supporter centered technology, we'd love to hear from you.

Main duties of the job

• Complete the implementation of Microsoft Dynamics CRM
• Ensure configuration, workflows and integrations with other business systems
• Develop CRM data governance framework & ensure compliance with GDPR regulations as well as organisational policies
• Maintain audit trails of CRM activity & oversee data quality
• Develop and deliver training materials to train and support staff

What we're looking for:

• Proven experience managing CRM in a charity or similar environment & MS Dynamics 365
• Strong understanding of data governance & GDPR
• Excellent data analysis, communication, organisational and problem solving skills

A competitive salary and generous annual leave. Ability to carry over your existing NHS pension scheme. Free car parking and cycle to work scheme. Career development and progression opportunities. A caring, supportive and inclusive environment.

About us

Keech Hospice provides free specialist palliative and end of life care for people of all ages. We support adults in Bedfordshire, children and their families in Bedfordshire, Hertfordshire, and Milton Keynes. At home, in hospice, or wherever we're needed. As a teaching hospice, our exceptional people, training, and facilities are helping local communities to live and die well.

Job responsibilities

• Department: Quality, Governance and Data Team
• Reporting to: Data Manager
• Accountable to: Associate Director Integrated Governance and Improvement

Key Stakeholders

• Internal: Executive Director Innovation, Digital and Engagement, Senior Leadership Team, Associate Director Supporter Engagement, Fundraising Team, Head of Marketing & Communications + wider team, Head of Finance, Head of Volunteering, AD Retail and Trading and areas managers
• External: CRM Suppliers, data service providers

Job Purpose:

The CRM Manager will act as the organisational lead for Microsoft Dynamics CRM, ensuring the system is fully implemented, optimised, and embedded across the charity, including leading the successful completion of the migration from our historical Donorflex CRM to Microsoft Dynamics. This role is responsible for maximising supporter knowledge, understanding and ensuring effective engagement. They will also ensure we effectively maintain data integrity, compliance with GDPR and all other relevant data protection, governance, and audit standards, and delivering complex reporting and insights to support strategic decision-making. The postholder will support and enable the delivery of supporter engagement strategies through robust data management and system capability.

Specific Duties:

• Complete the implementation of Microsoft Dynamics CRM, ensuring full functionality and user adoption.
• Function as product owner for CRM, ensuring configuration, workflows, and integrations with other business systems (e.g. finance, Click Dimensions), including APIs are in place and operating effectively, with clear reviews and audits in place.
• Manage CRM upgrades, testing, and change requests.
• Oversee day-to-day functionality of Microsoft Dynamics 365 CRM.
• Develop and enforce CRM data governance framework, including data ownership, policies and procedures (including retention policy) and user access protocols.
• Ensure compliance with UK GDPR and other relevant regulations and organisational data policies.
• Implement and establish processes for data enrichment and augmentation to improve segmentation and reporting.
• Ensure data quality, accuracy, and integrity across all CRM records.
• Implement robust security measures and access controls.
• Maintain audit trails of CRM changes, user activity and security protocols for data handling.
• Oversee data quality through regular audits, cleansing, and validation.
• Identify and mitigate risks related to data privacy, security, and regulatory compliance.
• Develop and deliver training materials and sessions to train and support staff in effective CRM use.
• Serve as the primary point of contact for CRM-related queries and troubleshooting.
• Co-design and support complex queries for fundraising teams.
• Provide actionable insights to support organisational objectives and operational efficiency.
• Create and maintain strategic reports and dashboards to support organisational decision making.
• Build strong relationships with internal stakeholders and suppliers to resolve issues and deliver enhancements.
• Day to day oversight of CRM-related budgets and service contracts.

Duties in common with other members of staff:

• To report accidents recording the incident on the relevant form.
• To be an ambassador for the charity.
• To maintain the best appearance of your immediate working area.
• To demonstrate a positive and supportive attitude to staff and volunteers.
• Respect confidentiality applying to all Hospice areas.
• Abide by your Professional Code of Conduct.
• To adhere to the Infection Control Policies and Procedures set by the charity and the Care Quality Commission.

Training and Education:

• To be responsible for liaison with your line manager regarding your own development needs.

Health and Safety:

• To adhere to Fire and Health and Safety regulations and maintain a safe working environment at all times.

Policies and Procedures:

• To take responsibility for being up to date with current policies and procedures and to adhere to these.
• To treat everyone with whom you have contact through your work with equal dignity and respect regardless of race, colour, gender, sexual orientation, marital status, creed, religion, disability, age, or any other factor that could be used in a discriminatory manner.

The above job description is not an exhaustive list of all the duties of the post holder. It will be reviewed in conjunction with the post holder.

Person Specification

• Educated to degree level or equivalent experience working at this level.
• Proven experience managing CRM in a charity or similar environment.
• Experience in managing MS Dynamics 365.
• Extensive experience delivering system implementations and optimisations.
• Experience of providing training and support to enhance team members efficiency and effectiveness.
• Experience of working within the Charity or Healthcare sector.
• Experience with using dashboarding software (ideally Power Bi).
• Knowledge of data integration tools and APIs.

Additional Criteria

• Strong understanding of compliance with data governance, UK GDPR and other relevant regulations.
• Skilled in data analysis, reporting, and complex query building.
• Experience of developing workflows, configurations and data integrations/data pulls with other systems.
• Experience of developing data audits and testing to ensure data integrity.
• Excellent communication skills for technical and non-technical audiences.
• Strong organisational and problem-solving skills.
• Strong attention to detail.
• Integrity and accountability.
• Problem solving mindset.
• Proactive in identifying opportunities for improvement.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.