CRM Manager

Job description

Job responsibilities

Department: Quality, Governance and Data Team

Reporting to:Data Manager

Accountable to: Associate Director Integrated Governance and Improvement,

Key Stakeholders-Internal:

Executive Director Innovation, Digital and Engagement, Senior Leadership Team, Associate Director Supporter Engagement, Fundraising Team, Head of Marketing & Communications + wider team, Head of Finance, Head of Volunteering, AD Retail and Trading and areas managers

Key Stakeholders External - CRM Suppliers, data service providers

Job Purpose: The CRM Manager will act as the organisational lead for Microsoft Dynamics CRM, ensuring the system is fully implemented, optimised, and embedded across the charity, including leading the successful completion of the migration from our historical Donorflex CRM to Microsoft Dynamics. This role is responsible for maximising supporter knowledge, understanding and ensuring effective engagement. They will also ensure we effectively maintain data integrity, compliance with GDPR and all other relevant data protection, governance, and audit standards, and delivering complex reporting and insights to support strategic decision-making. The postholder will support and enable the delivery of supporter engagement strategies through robust data management and system capability.

Specific Duties:

• System Management & Development:
• Complete the implementation of Microsoft Dynamics CRM, ensuring full functionality and user adoption.
• Function as product owner for CRM, ensuring configuration, workflows, and integrations with other business systems (e.g. finance, Click Dimensions), including APIs are in place and operating effectively, with clear reviews and audits in place.
• Manage CRM upgrades, testing, and change requests.
• Oversee day-to-day functionality of Microsoft Dynamics 365 CRM.

Data Integrity, Compliance & Governance:

• Develop and enforce CRM data governance framework, including data ownership, policies and procedures (including retention policy) and user access protocols.
• Ensure compliance with UK GDPR and other relevant regulations and organisational data policies.
• Implement and establish processes for data enrichment and augmentation to improve segmentation and reporting.
• Ensure data quality, accuracy, and integrity across all CRM records
• Implement robust security measures and access controls.

Audit & Risk Management:

• Maintain audit trails of CRM changes, user activity and security protocols for data handling.
• Oversee data quality through regular audits, cleansing, and validation.
• Identify and mitigate risks related to data privacy, security, and regulatory compliance.

User Support and Training:

• Develop and deliver training materials and sessions to train and support staff in effective CRM use.
• Serve as the primary point of contact for CRM-related queries and troubleshooting.

Reporting and Analytics:

• Co-design and support complex queries for fundraising teams
• Provide actionable insights to support organisational objectives and operational efficiency.
• Create and maintain strategic reports and dashboards to support organisational decision making.

Supplier Management:

• Build strong relationships with internal stakeholders and suppliers to resolve issues and deliver enhancements.
• Day to day oversight of CRM-related budgets and service contracts.

Duties in common with other members of staff:

• To report accidents recording the incident on the relevant form
• To be an ambassador for the charity
• To maintain the best appearance of your immediate working area
• To demonstrate a positive and supportive attitude to staff and volunteers
• Respect confidentiality applying to all Hospice areas
• Abide by your Professional Code of Conduct
• To adhere to the Infection Control Policies and Procedures set by the charity and the Care Quality Commission

Training and Education:

To be responsible for liaison with your line manager regarding your own development needs

Health and Safety:

To adhere to Fire and Health and Safety regulations and maintain a safe working environment at all times

Policies and Procedures:

To take responsibility for being up to date with current policies and procedures and to adhere to these

Equal Opportunities:

To treat everyone with whom you have contact through your work with equal dignity and respect regardless of race, colour, gender, sexual orientation, marital status, creed, religion, disability, age, or any other factor that could be used in a discriminatory manner

The above job description is not an exhaustive list of all the duties of the post holder. It will be reviewed in conjunction with the post holder.

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent experience working at this level

Experience

Essential

• Proven experience managing CRM in a charity or similar environment.
• Experience in managing MS Dynamics 365
• Extensive experience delivering system implementations and optimisations.
• Experience of providing training and support to enhance team members efficiency and effectiveness
• Project management experience

Desirable

• Experience of working within the Charity or Healthcare sector
• Experience with using dashboarding software (ideally Power Bi)
• Knowledge of data integration tools and APIs

Additional Criteria

Essential

• Strong understanding of compliance with data governance, UK GDPR and other relevant regulations
• Skilled in data analysis, reporting, and complex query building.
• Experience of developing workflows, configurations and data integrations/data pulls with other systems
• Experience of developing data audits and testing to ensure data integrity
• Excellent communication skills for technical and non-technical audiences
• Strong organisational and problem-solving skills
• Strong attention to detail
• Integrity and accountability
• Problem solving mindset
• Proactive in identifying opportunities for improvement

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Keech Hospice Care

Address

Keech Hospice

Great Bramingham Lane

Streatley

LU3 3NT

Employer's website

https://www.keech.org.uk/ (Opens in a new tab)