CRM, Data and Insights Officer

The CRM, Data and Insights Officer will play a key role in delivering our clients strategy by facilitating engagement with supporters. Data quality and managing the MS Dynamics supplier are core deliverables within the role as well as liaising across the organisation and with the Data Protection Officer on GDPR.

The CRM, Data and Insights Officer will support colleagues in ensuring a data led approach to our clients fundraising and marketing activities through data segmenting and targeting audiences; evaluating and analysing campaigns including performance dashboards; training and upskilling colleagues in using CRM and ongoing system developments; and ensuring highest quality in data integrity and GDPR compliance.

This role will suit a candidate with experience in the management of a CRM System (ideally Microsoft Dynamics) in a busy environment where marketing and reporting requirements are varied.

Key deliverables

Ensure highest quality in data management, donation processing, and data integrity

To support all fundraising teams and the Donor Care Team in designing and implementing processes for donation processing and data management from all fundraising systems.

To work with the Donor Care Team to maintain standards in data integrity, to make sure data is accurate and relevant, to eliminate duplicate records, and to reconcile income. To support best practice in data entry, including a weekly check on data quality to identify errors for correction.

To support data management of contact preferences, project funds and cost centres

To liaise with the Finance Team to ensure the smooth flow of accurate data and financial information between teams and relevant systems.

To support relationship management with our CRM partner to identify needs for future system developments, to scope out those needs with users, and to manage implementation of developments.

Data segmenting and targeting audiences

To work with fundraisers to identify target audience segments for fundraising appeals.

To help fundraisers to ensure each donor receives the communications most appropriate to them.

To produce marketing lists data for campaigns across fundraising channels.

To develop and manage automated plans including donor journey planning through CRM.

To champion an insight led approach to marketing by providing understandable and actionable information.

Training and upskilling colleagues in using CRM

To conduct regular training in the CRM system for new and existing staff.

To work with staff to understand and deliver their CRM system needs for their fundraising campaigns, to understand data management needs, and to suggest continuous improvements.

To manage the operations of the Microsoft Dynamics CRM platform.

To be a key point of contact in the relationship with our CRM supplier. To have a weekly call with our supplier to manage progress on issues raised, change requests, development briefs, testing, and budgets.

To work with internal and external IT resources to identify business requirements and develop solutions.

To work with key users to improve the performance, usability, and adaption of the CRM System.

To work with the Donor Care Team and Data Protection Officer to implement best practice data protection.

Evaluating and analysing campaigns

To performance dashboards and campaign reports for colleagues to assess performance.

To support the fundraising team to develop their own automated insight reporting – and support learning around how to pull insights from the data and analyse them.

To support colleagues to identify actionable insight to improve performance.

To input to colleagues across all fundraising channels to deliver improved outcomes using data insight.

To support budget planning including supporting the development of financial projections and reforecasts.

To develop and maintain Key Performance Indicators to assess performance against objectives.

Essential Criteria:

Experience of using CRM systems for data management and analysis with complex data sets. 

Strong IT skills. 

Attention to detail

Excellent communication skills and ability to build good rapport with colleagues and suppliers.

Understanding of the value of a donor and of good donor care

Honesty and confidentiality

Understanding and respect for work of our client, its customers, and supporters

Team player and problem solver

Ability to use initiative to find better ways of working, sharing ideas and implementing improvements

Desirable Criteria:

Computer science or programming knowledge an advantage

Experience of using Microsoft Dynamics CRM 

Working knowledge of Power BI, SQL Server queries and/or SSIS  

Experience of delivering training.

Experience in project management and budgeting.

Experience of running data cleansing checks and implementing data integrity principles  

Stamp 4 or EU citizenship required.

Interested?

Send your CV to [email protected] to apply!

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