REPORTING TO: Director of Development / Head of Individual Giving
KEY RELATIONSHIPS: Director of Development; Director of Communications
& Public Affairs; all fundraising; communications and nursing services
staff
DIRECT REPORTS: None
SALARY: Starting salary *,**Apply on the
website** days per week
CONTRACT: Two-Year contract, 4 days per week (Will consider 3 days pro
rata for the right candidate)
The Marie Keating Foundation currently operates a hybrid working model
with a min of two days in the office.
This is an exciting new role at the charity and is an excellent
opportunity for any candidate keen to support growth through the
improved use of available technology. While the primary focus will be
on managing our CRM (on the Microsoft Dynamics platform), the role
will also involve managing relationships with other technical
suppliers for applications which feed into the CRM (e.g. donation
platforms). It would therefore suit a highly motivated and pro-active
candidate looking to grow with the charity.
The role will require experience of managing a CRM, working with
technical suppliers (including any of the following: web developers,
web provider, payment processors, CRM providers, IT support), as well
as demonstrable skills in improving operational processes linked to
the CRM. As the role is effectively the charity’s first dedicated
technical resource, it would suit someone with good general technical
skills and the ability to communicate effectively with technical and
non-technical parties.
KEY ACCOUNTABILITIES
CRM DATA MANAGEMENT
* Hold overall responsibility for maintaining clean, accurate and
relevant CRM data.
* Devise and maintain processes to improve efficiency and the
quality of data.
* Enhance data quality by identifying areas of concern or
improvement.
* Lead on the development of processes for capturing and storing of
supporter and service user data from multiple sources and channels
(e.g. online, face-to-face).
* Create and implement processes to ensure all data is captured
efficiently and effectively.
* Ensure all data is captured and stored in line with regulatory
requirements (e.g. GDPR) and in support of team SLAs and associated
performance indicators.
* Responsible for bulk importing of data where automated solutions
are not available.
* Ensure all data is imported in line with regulatory, system and
organisational requirements.
* Monitor and support data integrations.
* Monitor data volumes from multiple channels through effective
reporting.
* To continually strive for best practice.
CRM USER MANAGEMENT AND SUPPORT
* Design, document and deliver the on-boarding process for new
users.
* Provide CRM support and coaching to colleagues.
* Advise on best practice solutions to help users develop their CRM
skillset.
* Provide the technical lead in meetings with internal and external
parties where CRM is impacted.
* Ensure effective communication of relevant business requirements
and issues.
* Lead in the development of CRM user guidelines, processes and
procedures to ensure that users understand and use the CRM efficiently
and effectively.
* Support and champion data security on an individual, team and
organisational basis.
* Ensure users have the appropriate level of access through the use
of roles and permissions.
* Monitor usage through effective reporting.
* Respond proactively to all data queries from CRM users including
by providing support with data selections and reporting.
* Support efficient access to CRM data through the use of Views,
Charts and Dashboards.
* Communicate and engage with users to ensure that they are always
informed of technical changes or developments.
* Work closely with finance team to ensure that all income data is
correctly recorded.
* Support the finance team to ensure Tax Effective Giving is
processed efficiently, effectively and legally.
* Identify, design and/or provide configuration which supports the
development of CRM functionality which will improve business processes
and deliver efficiencies across the Foundation.
* Support for the Foundation’s growth strategy by identifying
relevant areas for development or improvement.
CRM TECHNICAL MANAGEMENT
* To proactively lead on, and contribute to, the development and
improvement of CRM functionality while maintaining alignment to
organisational needs.
* Manage CRM projects ensuring design of the system parameters
maximise their compatibility with Foundation business requirements.
* Ensure projects are delivered to specification, on time and within
budget.
* Liaise with suppliers of key technical services which impact on
CRM, e.g. CRM, web site and managed IT services.
* Support the monitoring and review of existing and potential new
suppliers.
* Oversee CRM supplier during upgrades and patching, ensuring
appropriate scheduling and testing is carried out.
* Where testing is required coordinate testing and production of
test scripts.
* Ensure all colleagues are informed of any issues or changes as
soon as is practical.
SKILLS & EXPERIENCE
Ideal candidates are not expected to match the skills and experience
requirements fully. Any candidate will be considered if they are able
to match a majority of the requirements and demonstrate the potential
to develop in areas where experience is missing.
SKILLS
* Business and CRM technical knowledge.
* Ability to understand the Foundation’s technical landscape.
* Ability to communicate to a variety of audiences with a broad
spectrum of technical ability.
* Be able to write reports, proposals and process documentation.
* Understand CRM configuration and how it is applied.
* Be able to create technical specifications / workflows
* Advanced proficiency in the use of business applications software
e.g., Excel and other MS Office tools.
* Innovative and solutions-focused approach.
* Strategic thinker with ability to see how the bigger picture is
impacted by small details.
* Logical decision-making skills
* Ability to work independently and collaboratively.
* Understanding of the different requirements for supporter and
service user data.
* Highly numerate and an excellent attention to detail.
* Ability to keep up to date with new developments, legalities,
codes of conduct and best practice within the charitable sector.
* Excellent time management skills.
* An ability to engage with technical and non-technical audiences,
translate complex, concepts and train colleagues.
* Ability to build and maintain strong relationships with key
stakeholders across the organisation and externally.
EXPERIENCE
* Direct experience of managing, maintaining and administering a
charity CRM (ideally Microsoft Dynamics but knowledge of other
applications would also be beneficial).
* Experience with supporting or delivering the
configuration/development of a CRM based on user requirements.
* Familiarity with managing relationships with external partners or
suppliers.
* Experience with data protection as it applies to fundraising and
CRM systems.
* Knowledge of Power BI or a similar data analysis tool would be
useful.
* Ability to work well independently but also as part of a wider
team.
* Experience of working in the charity sector.
APPLICATION PROCESS
To apply, please send your CV and cover letter by 5 PM MONDAY 6TH OF
MAY TO MARK MALINIAK, HEAD OF IG, AT **APPLY ON THE WEBSITE**
We need : English (Good)
Type: Permanent
Payment:
Category: Health
