CRM Manager

You will play a crucial role in the overall data strategy as my Client delivers a new organisation-wide CRM system, working closely with teams across the group to continue to ensure data is collected, stored and managed with integrity. 
This involves the management of a team of 4 CRM staff, who focus on the import, extraction and analysis of data and systems used by my clients wider organisation. 
This is an exciting and ambitious phased project, and you will be moving to a new CRM solution, built on the Microsoft Dynamics 365 platform, and you will play a vital role in maintaining day to day operations. Alongside this, analysing areas of improvement, refining data quality, ensuring data imports are as efficient as possible, ensuring any changes to systems are carried out in a planned, risk free manner, and ensuring the team’s ongoing support of other departments is maintained to the highest standards is a central component of the role. 
The new CRM will result in a system which supports over 200 front-end users across the group and you will be responsible for ensuring best practise and user adoption post-implementation continues to evolve and improve as the CRM is further developed. 

Application of statutory and industry regulations including sound knowledge of data protection regulations and GDPR  Applied knowledge of CRM and Data Protection principles 
 

What you will need:

Significant staff management experience involving the ongoing management and support of a CRM business strategic initiative 

Significant understanding of software development and project management lifecycles and the Agile methodology 

Significant experience of process mapping, identifying inefficiencies and producing new process  

Extensive experience managing large CRM systems, preferably within a fundraising or nonprofit environment

Extensive understanding of CRM and data principles including automation, data structures, integrated systems, data importing and logic

Significant experience of needs assessment and requirements development including creating documentation for both technical and business audiences

Business use of database technologies, including experience in reports and data analysis

Experience of prioritising a demanding workload and that of a team, delivering to deadline and to the highest standards

Experience of managing, delivering and reviewing data SLA’s & KPI’s

Demonstrable ability to find creative solutions to complex problems

Experience of re-enforcing team building and empowerment, through communication, coaching and leading by example

Experience of providing excellent customer service 

Experience of managing change at an operational level

Experience of customising and extending Microsoft Dynamics CRM 2011 or above, in particular plug-ins and workflows 

Experience of running, or being an integral part of, an organisational wide CRM implementation project

Experience of configuration of CRM systems (using inbuilt CRM tools) to expand their usage across teams

Knowledge of SQL

Knowledge of Microsoft Azure or similar 

MS Dynamics certifications