Dynamics 365 CRM Manager in Oxford

Location: Shaw House, 27 West Way, Oxford, OX2 0QH

Salary: £47,000 (depending on experience)

Hours: 35

Contract Type: Permanent

We are RABI, the farmers charity. RABI supports farming people across England and Wales with expert, one-to-one practical, financial and emotional help, 365 days a year. From confidential advice and mental health support to direct financial assistance, our tailored services respond to the unique challenges of farming life. At the heart of our mission is a commitment to strengthening resilience; helping farming people feel valued, supported and better equipped to navigate uncertainty and change.

Dynamics CRM

RABI is on an exciting journey of digital transformation, with the implementation of Microsoft Dynamics 365 at the heart of our strategy, with the aim of enhancing the delivery of our services to the farming community, alongside supporter engagement and operational efficiency. This transition from legacy systems to a modern CRM platform represents a significant step forward in how we connect with and support our community. We’ve already laid strong foundations by migrating data, configuring core functionalities, and aligning the system with our fundraising, volunteering, and communications needs.

As we look to the future, our vision is to fully embed CRM into the fabric of our organisation, empowering teams across RABI to make informed, data-driven decisions and deliver more personalised, impactful experiences to all within our community. We are committed to building a connected ecosystem through seamless integrations with other platforms, expanding automation, and leveraging analytics to anticipate needs and deepen relationships.

This role will play a key part in shaping the next phase of our CRM evolution, ensuring the system is not only technically robust but also a powerful enabler of our mission to support farming people across England and Wales.

PURPOSE OF ROLE

We are seeking a proactive and technically skilled CRM Manager to lead the ongoing development, integration, and optimisation of our Microsoft Dynamics 365 CRM platform. This role will be pivotal in ensuring our CRM system supports strategic engagement, data-driven decision-making, and seamless cross-functional collaboration. You will oversee CRM architecture, data governance, and integrations with other systems, while enabling internal teams to use CRM tools effectively. This is a hands-on role requiring both strategic oversight and technical execution.

KEY RESPONSIBILITIES

• CRM Development & System Management
  • Lead the configuration, customisation, and continuous improvement of Microsoft Dynamics 365 CRM.
  • Collaborate with internal stakeholders to gather requirements and translate them into CRM functionality.
  • Work alongside I.S. team to manage user roles, permissions, workflows, and automation to support business processes.
• Data Management & Governance
  • Ensure data quality, consistency, and compliance with GDPR and internal policies.
  • Develop and maintain data models, segmentation frameworks, and reporting dashboards.
  • Oversee data imports, deduplication, and cleansing routines.
• Integrations & Technical Oversight
  • Manage integrations between Dynamics 365 and other platforms (e.g., event management, finance, volunteer management).
  • Work with third-party vendors and internal IT to ensure secure and reliable data flows.
  • Support API development and middleware solutions where needed.
• Strategic Insight & Reporting
  • Provide actionable insights through CRM analytics and reporting.
  • Support the development of engagement scoring models and supporter journey mapping.
  • Contribute to strategic planning by identifying opportunities for CRM-driven improvements.
• Training & Documentation
  • Create user guides, process documentation, and training materials.
  • Deliver training sessions to upskill internal teams and promote CRM adoption.
  • Act as the internal CRM champion, promoting best practices and continuous learning.

Skills & Experience

• Essential
  • Proven experience managing and developing Microsoft Dynamics 365 CRM systems.
  • Strong understanding of CRM architecture, data structures, and integrations.
  • Experience with data governance, GDPR compliance, and consent management.
  • Ability to translate business needs into technical solutions.
  • Skilled in documentation, training, and stakeholder engagement.
• Desirable
  • Experience in the charity or non-profit sector.
  • Familiarity with Dynamics 365 Marketing, Power Platform, or Customer Insights.
  • Understanding of fundraising, supporter engagement, or case management processes.

This role profile is not exhaustive and is subject to review in conjunction with the post holder according to future developments at RABI. Early applications are encouraged for this position as shortlisting and interviews will take place on a rolling basis. We reserve the right to close this advertisement early if we receive a suitable application prior to the deadline.

Benefits

• Enrolment to Nest on commencement of employment and then opportunity to join RABI's group pension scheme with Standard Life where RABI makes contributions equivalent to 10% of your basic salary, provided you make a personal contribution of 5%.
• Life assurance from day one.
• Access to our Employee Assistance Programme.

RABI is proud to be an equal opportunity employer and aims to ensure that all employment practices secure equality of opportunity and that no prospective or current employee receives less than favourable treatment at RABI as a result of their sex, sexual orientation, age, race, religion, belief, ethnic origin, disability, marital, or for any other reason which cannot be shown to be justifiable. Our recruitment process strives to ensure that individuals are selected only based on their relevant skills, experience, qualifications and abilities.