Interim head of CRM and insights

Interim Head of Fundraising and Marketing CRM & Insights

Sense has a fantastic opportunity for someone to join our team as our Interim Head of Fundraising and Marketing CRM & Insights.

This is a full-time, hybrid role, working 37.5 hours per week, based at our London office (currently 101 Pentonville Road, King's Cross), with a minimum of two days per week in the office and regular travel to our Birmingham office. This is a 6-month fixed-term contract.

As part of the Fundraising and Marketing Leadership Team, you will play a strategic and operational leadership role, ensuring our CRM and insight functions enable fundraising and marketing teams to maximise income, improve supporter engagement and deliver our organisational strategy.

You will lead two specialist teams:

• CRM, responsible for Microsoft Dynamics, database management, data imports, data quality, user training and marketing selections.
• Insight, responsible for delivering business intelligence, reporting and analysis through Power BI to drive evidence-based decision making.

This is an exciting opportunity for an experienced Microsoft Dynamics expert with a proven track record of leading CRM transformation, embedding change and delivering operational excellence.

Key Responsibilities

Strategic Leadership

• Provide inspiring leadership to the CRM and Insight teams, creating a high-performing, collaborative culture.
• Contribute to the strategic direction of the Fundraising and Marketing Directorate as a member of the Leadership Team.
• Develop business plans, budgets and forecasts, monitoring performance and driving continuous improvement.
• Act as a visible leader, supporting income generation and organisational objectives.

CRM & Technology Leadership

• Act as System Owner for Microsoft Dynamics, ensuring the platform is fully utilised and delivers maximum value.
• Lead the continued adoption and optimisation of Microsoft Dynamics following CRM migration.
• Drive effective change management to maximise user adoption and business benefits.
• Lead the transfer of data and functionality from legacy Dynamics platforms into new solutions.
• Support Sense's wider technology transformation by recommending and implementing solutions across Microsoft Dynamics, Microsoft 365 and Power Platform.
• Lead the development of business process automation using Microsoft technologies.

Data Governance & Insight

• Ensure effective, efficient and compliant database management across fundraising operations.
• Champion CRM as the single source of truth for supporter engagement.
• Ensure supporter data is managed in line with GDPR, Gift Aid requirements, Fundraising Regulator Code of Practice and other relevant legislation.
• Work closely with central data and governance teams to support organisation-wide data strategies.
• Drive a culture of insight, reporting and evidence-based decision making through Power BI and actionable analytics.
• Report key performance indicators and trends to support strategic decision making.
• Develop and maintain processes that improve efficiency, data quality and supporter engagement.
• Build strong relationships with internal stakeholders to maximise fundraising performance.
• Manage third-party supplier relationships to ensure high-quality service and value for money.
• Champion sector best practice and data standards across fundraising and digital teams.

About You

You will be an experienced operational and technical leader with extensive knowledge of CRM systems, supporter data and fundraising operations.

You will bring:

• Significant experience leading CRM, insight or fundraising operations teams.
• Proven experience leading a successful Microsoft Dynamics CRM migration and embedding organisational adoption.
• Extensive experience managing and optimising Microsoft Dynamics CRM databases.
• Experience acting as System Owner for a CRM platform.
• Strong understanding of Microsoft Power Platform, Microsoft 365 and business process automation.
• Excellent knowledge of database marketing, supporter segmentation, data modelling and analytics.
• Strong understanding of GDPR, Gift Aid, Fundraising Regulator Code of Practice and fundraising data governance.
• Experience developing systems and processes that improve fundraising effectiveness.
• Experience managing budgets, business planning and organisational change.
• Excellent project management skills with experience implementing new systems and technologies.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels.
• Experience leading and developing multidisciplinary teams within a complex organisation.
• Microsoft Dynamics 365 Fundamentals (MB-910) qualification or equivalent.
• Experience with Microsoft Fabric and Power Platform.
• Experience working within fundraising or another externally-facing charity environment with a strong supporter services focus.

About Sense

Sense is here to break down barriers alongside disabled people with complex needs. That's why we're committed to increasing the number of disabled people working across our organisation and creating an environment where everyone can thrive.

We actively encourage disabled people to apply for our vacancies and believe that a diverse range of perspectives, experiences and talents makes us stronger.

We know there's always more we can do to become a truly inclusive employer, and we're working together to achieve that. Join us and help create the change thousands of disabled people with complex needs and families told us they want to see: a world without limits.

If you need us to adjust our recruitment process to help you access our vacancies, please get in touch with a member of the Talent Acquisition Team. We are a Disability Confident Leader and commit to interviewing disabled people who meet the minimum criteria for a role.

Our Values

Our values shape the way we behave and work alongside disabled people with complex needs to break down barriers:

• We're creating change
• We're always learning
• We're better together

Safeguarding

Sense is committed to safeguarding and promoting the welfare of vulnerable children and adults and expects all employees to share this commitment. Any offer of employment will be subject to appropriate pre-employment checks, including a DBS check where required.

Equality, Diversity and Inclusion

For this role we particularly welcome applications from candidates from underrepresented ethnic minority backgrounds and candidates with disabilities.

Sense is committed to equality of opportunity and to promoting and celebrating the diversity of our staff, volunteers and the people we support. Everyone's contribution is valued, and we ensure people are given the opportunity to realise their potential.

We welcome applications from talented people from all sections of the community who share our values and believe that no one, regardless of the complexity of their disabilities, should be isolated, left out or unable to fulfil their potential.

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