At a Glance
- Tasks: Lead the development and optimisation of our Salesforce CRM system to support our charity's mission.
- Company: Join a dynamic charity at Somerset House, making a real difference in the community.
- Benefits: Enjoy 25 days annual leave, flexible working, and access to exclusive events.
- Other info: Collaborative environment with opportunities for professional growth and training.
- Why this job: Be a key player in transforming processes and enhancing user experience across the organisation.
- Qualifications: 3+ years of CRM experience, Salesforce certification, and a passion for continuous improvement.
The predicted salary is between 36000 - 38000 £ per year.
Contract: Permanent
Hours: Full time (35 hours per week)
Location: Somerset House, Strand, London WC2R 1LA (hybrid, in office Tuesday-Thursday, minimum of three days per week)
Salary: £36,000-38,000 (dependant on experience)
Main Purpose of the Role
The CRM Manager will lead the strategic development, optimisation, and ownership of our Salesforce-based CRM system. This pivotal role will ensure that the CRM supports and advances the charity’s business strategy, operational priorities, and mission to achieve its charitable objectives. The successful candidate will be an enthusiastic advocate for continuous improvement, working collaboratively across the organisation to identify opportunities to modernise processes, solve operational challenges and maximise the value of our CRM.
Acting as the organisation's Product Owner for Salesforce, the CRM Manager will develop and maintain the CRM roadmap, balancing organisational priorities, user needs and technical opportunities to ensure the platform continues to evolve alongside the charity. The postholder will play a key leadership role in aligning the system with our programme delivery, stakeholder management, evaluation, communication, and partnership engagement needs.
Key Objectives of the CRM System
- Enable scalable and efficient delivery of our national programmes, network and events
- Improve partnership and stakeholder relationship engagement
- Support robust data capture, reporting and impact evaluation
- Drive automation of core processes to reduce administrative burden
- Increase data quality and accessibility across teams
- Embed best practice in data governance and user training
Key Responsibilities
CRM System Leadership
- Act as the internal lead for the Salesforce CRM, ensuring ongoing development aligns with organisational needs and charitable goals
- Proactively identify and resolve system inefficiencies, user challenges, and development opportunities
- Continually review organisational processes, identifying opportunities to simplify, automate and improve workflows through effective use of Salesforce and associated digital systems.
- Work closely with colleagues to understand business requirements, map existing processes, and translate operational needs into CRM improvements, ensuring solutions are user-focused, scalable and aligned with organisational priorities.
- Work collaboratively across departments to embed CRM use into workflows and champion user adoption
- Lead onboarding, training, and ongoing support for new and existing users across internal teams and external partner organisations
- Oversee the administration and ongoing management of the organisation’s form builder platform (e.g. FormAssembly), ensuring forms are integrated effectively with the CRM, and support key data capture processes across programmes, partnerships, and internal operations
- Manage relationships with our external Salesforce implementation partner, including coordinating projects, updates and technical troubleshooting
- Maintain and support community engagement with our digital portal (The Exchange) supporting National Saturday Club's network of Tutors and Coordinators.
- Oversee and maintain clear, accessible system documentation, user guidance, training materials, and change logs to support effective knowledge transfer, continuity of operations, and future handover
- Coordinate support staff responsible for CRM and data administration tasks
Data and Reporting
- Design and maintain robust dashboards, reports, and contact data views that support programme delivery, fundraising, reporting, evaluation and operational needs
- Ensure CRM data is clean, accurate, and compliant with data protection regulations
- Oversee the management of data retention, working with our external partner to embed our data retention policies in accordance with GDPR
- Manage data imports and exports, using dataloader and import wizard
- Champion a data-informed culture, enabling teams to access and interpret data to inform decision-making
Systems Integration and Development
- Work collaboratively with teams across the organisation to understand emerging needs, challenge existing processes where appropriate, and identify opportunities to improve efficiency through technology
- Play a key role in scoping and delivering CRM-related digital projects or system improvements, including integrations with other tools (e.g. email marketing, project management, event tools)
- Contribute to organisational digital strategy from a CRM perspective
- Actively engage with the wider Salesforce community to keep up to date with developments in the Salesforce eco-system
General IT Support (CRM Lens)
- Provide light-touch oversight and coordination on general systems support (e.g., software access, licences, hardware needs), as they relate to CRM use
- Support the Head of Operations in digital risk management, supplier liaison, and IT and data policy updates and implementation
- Work collaboratively and with support from the Administration Assistant to manage queries from community users, complete routine data management tasks and simple system administration needs
Person Specification
Essential
- Salesforce Platform Administrator Certification (AD001) or equivalent experience
- Minimum 3 years’ experience working with CRM systems (Salesforce specific experience highly desirable) in a professional setting, with demonstrable responsibility for system management, configuration, data management, and/or user support.
- Strategic thinker with ability to translate organisational needs into system functionality
- Demonstrable ability to identify opportunities for continuous improvement and successfully implement change.
- Curious, proactive and solutions-focused, with a genuine interest in improving systems and ways of working.
- Excellent facilitation and stakeholder engagement skills, with the confidence to challenge constructively and influence change.
- Excellent data management, analysis and reporting skills including data imports and exports
- Experience leading user onboarding, training, and documentation
- Strong project management skills with a proactive and solution-focused approach
- Outstanding communication and interpersonal skills, with the ability to work across teams and levels
- Highly organised with excellent attention to detail
Desirable
- Experience managing relationships with CRM implementation or support partners
- Experience with third party integrations, particularly FormAssembly and Campaign Monitor
- Understanding of digital integrations and system mapping
- Familiarity with the charity or education sector and understanding of working with partner networks
Other Information
- Some occasional travel and weekend work is required including team-wide responsibility to supporting the delivery of the national events
- Training and professional development support available
- This post may be required to undertake other duties that fall within the scope and purpose of the role
Employment benefits
The Saturday Club Trust offers the following employment benefits:
- Working at the prestigious cultural destination Somerset House in central London, with access to offers and events from our resident community and discounts at onsite restaurants, bars and cafes
- Enhanced annual leave - 25 days plus bank holidays
- Flexible hybrid working upon agreement
- Company pension scheme
- Life insurance cover
- Access to our external employee assistance programme (Health Assured) for free 24/7 confidential advice and support
- Cycle to Work scheme
Equality, Diversity & Inclusion
We actively welcome applications from candidates of all backgrounds, particularly those underrepresented in arts, culture, and education. All staff complete safeguarding and ED&I training and contribute to an inclusive culture.
Environmental Responsibility
We seek to minimise our environmental impact and champion sustainable practices across all activities.
Data Protection
Applications are processed under GDPR, held for six months for future roles, and securely destroyed thereafter. Contact operations@saturday-club.org to opt out of this.
Use of AI in applications
We recognise that applicants may choose to use AI tools to support their application. While you may use these tools to assist with drafting or proofreading, we ask that your application remains a genuine reflection of your skills, experiences and motivations.
Saturday Club Trust is a charity registered with the Charity Commission in England & Wales (no 1165362) and the OSCR in Scotland (no SC055042) and as a company limited by guarantee (no 09559467).
CRM Manager (Salesforce) employer: THE SATURDAY CLUB TRUST
The Saturday Club Trust is an exceptional employer, offering a vibrant work culture at the iconic Somerset House in central London, where employees can enjoy access to cultural events and discounts at local eateries. With a strong commitment to employee growth, the charity provides enhanced annual leave, flexible hybrid working arrangements, and comprehensive training opportunities, all while fostering an inclusive environment that values diversity and sustainability.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager (Salesforce)
✨Get to Know the Company Culture
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✨Attend Job Fairs or Networking Events
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In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Manager (Salesforce)
Some tips for your application 🫡
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How to prepare for a job interview at THE SATURDAY CLUB TRUST
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
