At a Glance
- Tasks: Manage CRM operations, support users, and ensure data accuracy for effective communication.
- Company: Join the Ramblers, a passionate organisation dedicated to making walking accessible for everyone.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on inclusivity and personal development.
- Why this job: Make a real impact by ensuring smooth operations and empowering volunteers and supporters.
- Qualifications: Experience with Salesforce, data management skills, and a passion for supporting others.
Location: Hybrid (split between home-working and either London, Cardiff or Edinburgh)
Context and purpose of role
At the Ramblers, our ability to connect with supporters, manage members, and empower volunteers depends on the smooth running of our CRM (Salesforce). The CRM Operations Analyst plays a vital role in making this possible. By managing day-to-day CRM operations, handling imports, selections, and user support, you ensure that colleagues across the organisation can trust the data they use and work efficiently. Your contribution means communications are targeted and accurate, volunteer and supporter records are reliable, and teams can focus on their mission rather than system issues.
Key Responsibilities
- User Support & Administration
- Provide first-line technical support for Salesforce, resolving user issues related to access, new fields, layouts, and general functionality, escalating complex configuration or system-wide issues to the Senior Database Administrator where required.
- Provide second-line support for record-level data issues (e.g. duplicates, permissions, missing fields, or data discrepancies), escalating where necessary for complex data or automation errors.
- Provide guidance to staff on how best to use Salesforce for their day-to-day needs.
- Maintain and update user accounts, roles, and permissions.
- Deliver basic in-house training sessions and user guides to support adoption.
- Day-to-day responsibility for coordinating routine GDPR-related deletion requests.
- Data Management & Imports
- Manage regular data imports.
- Run reconciliations with Finance to ensure CRM records align with income systems.
- Support data quality initiatives, including deduplication and validation.
- Maintain GDPR consents, preferences, and data hygiene standards.
- Reporting & Dashboards
- Build and update simple CRM reports and dashboards.
- Help staff use reports effectively, and create custom reports where needed.
- Collaborate with the Analyst Engineer and Data Analyst to ensure consistency between CRM and business insights dashboards.
- Configuration & Changes
- Make declarative (no-code) changes to Salesforce (e.g. page layouts, fields, validation rules, workflows).
- Support the Senior Salesforce DBA in testing and deploying small changes.
- Help enforce configuration standards and document processes.
- Integrations & Pipelines (Support Role)
- Monitor automated data flows between Salesforce and other systems (e.g. Azure Data Factory pipelines, Mailchimp).
- Escalate complex pipeline or automation issues to the Senior Database Administrator or Analytics Engineer.
- Support basic configuration tasks to ensure reliable system-to-system connections.
The person
Skills & Experience
- Essential
- Hands-on experience using Salesforce (ideally beyond “super-user” level, but full Admin certification not required).
- Familiarity with data imports and reconciliation processes.
- Ability to write and run SOQL or SQL queries at a basic level.
- Experience building reports and dashboards in Salesforce.
- Strong attention to detail and accuracy in handling supporter data.
- Good communication skills, with the ability to support non-technical colleagues.
- Understanding of GDPR and the importance of data protection.
- Desirable
- Salesforce Administrator certification (or willingness to work towards it).
- Experience in a not-for-profit, membership, or fundraising environment.
- Familiarity with Gift Aid, Direct Debits, or other fundraising processes.
- Exposure to Azure Data Factory or other data pipeline tools.
- Experience supporting email/marketing integrations (e.g. Mailchimp, Marketing Cloud).
Personal Attributes
- Collaborative – thrives working across teams, supporting both technical colleagues and non-technical end users.
- Proactive – anticipates problems, identifies opportunities for improvement, and takes initiative.
- Detail-focused – delivers reliable, accurate data and documents processes thoroughly.
- Adaptable – able to shift between operational fixes and long-term improvements.
- Curious – motivated to learn and grow in data engineering, BI, and analytics.
Values and Behaviours
Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people.
- Inclusive – We make everyone feel welcome and part of the Ramblers community.
- Inspiring – We strive to inspire people through the way we act and the things we say.
- Empowering – We empower and encourage each other to make a positive contribution to our teams and the Ramblers.
- Responsible – We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way.
CRM (Customer Relationship Management) Operations Analyst in Cardiff employer: THE RAMBLERS
The Ramblers is an exceptional employer that values its employees by fostering a supportive and collaborative work culture, particularly in this hybrid role that allows for flexibility between home and vibrant cities like London, Cardiff, or Edinburgh. With a strong commitment to professional development, employees are encouraged to grow their skills in Salesforce and data management while contributing to meaningful projects that enhance community engagement and support. Joining The Ramblers means being part of a passionate team dedicated to making a positive impact in the not-for-profit sector.
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