Product Manager (CRM)

Your mission

We are looking for a skilled and analytical CRM Product Manager to drive improvements to our supporter experience across multiple digital touchpoints, with a focus on both Salesforce/CRM systems and digital supporter journeys. This role reports into the Senior Product Manager and will be seconded into the CRM team to work closely with the Senior CRM Team Manager, Salesforce administrators, and fundraising team users. The position focuses on optimising data management, technical integration, supporter journeys, and digital experiences to maximise engagement and effectiveness of CALM\’s fundraising capabilities.

As the go-to expert for supporter-focused product management, this role will:

• Support the Senior CRM Team Manager in implementing the CRM strategy for fundraising operations

• Design and optimise end-to-end supporter journeys across CRM, website, and email touchpoints

• Develop technical specifications and requirements for CRM enhancements and digital supporter experiences

• Collaborate within the Agile/Scrum framework to support backlog refinement and user story development

• Bridge the gap between technical systems and supporter-facing digital experiences

This role will be hands-on, with approximately half the focus on Salesforce/CRM systems and half on other digital products in the supporter space, including website journeys and marketing automation.

Responsibilities

• Strategy & Implementation:

  • Support the Senior CRM Team Manager in executing the CRM strategy with specific focus on fundraising and supporter journeys

  • Contribute to backlog refinement and sprint planning within the Agile/Scrum framework

  • Help track and report on performance metrics across supporter touchpoints

  • Stay up to date with digital fundraising trends and best practices

• Supporter Journey Management:

  • Map and optimise end-to-end supporter journeys across CRM, website, and email communications

  • Collaborate on email marketing automation strategy via Salesforce Marketing Cloud to effectively steward supporters

  • Work with website teams to improve conversion paths and supporter experiences on digital platforms

  • Identify opportunities for personalisation and improved supporter engagement across touchpoints

• Data & Technical Management:

  • Develop and maintain data models and process flows that connect CRM data with supporter-facing experiences

  • Create detailed user stories with acceptance criteria for the development team

  • Ensure data integrity and appropriate governance across supporter touchpoints

  • Identify and implement automation opportunities to improve efficiency in fundraising operations

• Cross-Functional Collaboration:

  • Serve as the product liaison between the CRM team, fundraising teams, and digital teams

  • Act as a technical translator between system administrators and non-technical fundraising stakeholders

  • Participate in sprint ceremonies including daily stand-ups, sprint planning, and retrospectives

  • Collaborate with other departments to ensure integrated supporter experiences

• Integration & System Improvement:

  • Support the integration between Salesforce, Salesforce Marketing Cloud, website platforms, and other systems

  • Evaluate and recommend tools that enhance the supporter experience across digital touchpoints

  • Ensure solutions are holistically designed and aligned with CALM\’s broader technical infrastructure

  • Support the implementation of new fundraising initiatives across digital platforms

Other

• Use data and insight to analyse supporter engagement and make decisions to improve fundraising capabilities

• Generate insights through data analysis and communicate findings to fundraising and digital teams

• Adhere to GDPR and be fully conversant with relevant fundraising regulator legislation and guidelines

• Maintain awareness of industry trends and best practice, with a view to using these to benefit CALM

• When required, be an active and engaged member of CALM\’s EDI Supergroup

• Understand and adhere to the CALM values

Your profile

Competencies

• Strong understanding of CRM systems, particularly Salesforce, and how they support fundraising operations

• Experience with marketing automation platforms, particularly Salesforce Marketing Cloud

• Knowledge of website user journeys and digital conversion optimisation

• Experience working within Agile/Scrum methodologies, including backlog management and user story creation

• Extensive expertise in data management, system integration, and technical requirements gathering

• Excellent analytical skills and data interpretation abilities to make informed strategic decisions

• Strong skills in journey mapping, process flows, and technical documentation

• Ability to translate complex technical concepts to non-technical stakeholders

• Creative problem-solver with a proactive and hands-on attitude

• Proven ability to prioritise and manage a varied workload, taking initiative and often working to conflicting deadlines

• Ability to collaborate and positively contribute to team culture

• Passion for the cause and delivering CALM\’s mission

Experience

• Proven experience in product management, business analysis, or system administration roles

• Experience with both CRM systems and digital supporter or customer journeys

• Experience working with marketing automation platforms

• Experience working within Agile/Scrum frameworks, including sprint planning and backlog refinement

• Strong background in using data-driven insights to improve supporter or customer experiences

• Demonstrated success in implementing solutions that support fundraising or for-profit, CRM operations

• Experience of managing relationships with technical stakeholders and system users

• Experience of working in a fast-paced environment with conflicting priorities and deadlines

• Experience in the not-for-profit sector is beneficial

• Knowledge of fundraising operations and supporter journeys is beneficial

Why us?

Reports to: Senior Product Manager

Salary: £40,000-£45,000 per annum

Contract: Permanent

Benefits: Unlimited annual leave, Healthcare cash plan, 6% pension contribution, therapeutic services (after completion of probation), hybrid working & nine day fortnight Based: London Waterloo twice a week (Wednesdays and Thursdays) / Remote Working (Mon, Tues & Fri), 9.30am – 5.30pm.

A work environment that values creativity, personal growth and collaboration.

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