CRM Officer

Position type: Full time 37.5 hours per week – Permanent

Responsible to: CRM Manager

Location: ShelterBox HQ, Truro or Remote (UK only)

Please Note: Previous Applicants need not apply

Role purpose:

ShelterBox is striving to provide outstanding information systems and technology that will maximize our fundraising and operational capability in this digital age. Within the next 18 months, ShelterBox will be implementing a new industry leading CRM in order to strengthen our global fundraising capability, enable advanced analytics and improve relationship management for the entire organisation. Until then, the current CRM must be maintained and developed to ensure continuity of business.

This exciting role will enable the CRM benefits to be realised by all supporters, stakeholders and ShelterBox beneficiaries. The CRM Officer is responsible for making sure the CRM meets the needs of the department/users, that data is onboarded successfully from source and the CRM health is maintained through the effective management of dupes and data cleansing activities.

Who are we looking for?

We are looking for an enthusiastic individual with excellent data management and data import skills and the ability to work with technical and end user stakeholders. You will develop a thorough understanding of CRM data structures quickly and support the CRM Manager in introducing new taxonomies, categorisations and moving historical data into new agreed structures.

You will support the CRM Manager, as the day-to-day CRM owner, in the continual development of the system with focus on inbound data received from source. Part of this role will be testing new data imports, developing mapping templates and acting as data integration sign off on fundraising projects.

At times you will need to document new business processes working with colleagues in the wider Fundraising Operations (FROps) team to understand the full end to end data journey. You will quickly become a CRM superuser for Blackbaud CRM and, in due course, Microsoft Dynamics and with your analytical skills you will identify and manage data quality issues.

ShelterBox is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment. We are committed to employment equity and actively encourages LGBTQ+ applications, disabled applicants, and Black, Asian and Minority Ethnic candidates.

Main role and responsibilities

Duties will include but not be limited to:

• Ongoing CRM Administration & Maintenance
  • To be the Super User for our active system, with the responsibility of setting up CRM attributes, data list options, finding solutions to BAU problems.
  • Developing data import templates (or changes to existing ones) to onboard data sources successfully
  • Champion data quality, highlighting issues when identified and proactively working to resolve them
  • Work with CRM Manager to develop, document and test workflows and processes
  • Work collaboratively and positively with colleagues in IT on fundraising projects that involve CRM data
• Data Management
  • To ensure data integrity of the CRM including donation coding, donor information, marketing opt ins and suppressions
  • Perform regular data cleansing, improvements and de-duplication
  • Understand, investigate, report and seek to rectify data quality issues
  • Work with the Supporter Care team to ensure database coding is kept updated and completing urgent requests when required to facilitate financial reconciliation
• Fundraising Support
  • Liaise with stakeholders across the Fundraising department and with other teams when working on data projects
  • Answer quick queries and enquiries received from teams that use the CRM
  • Be an active member of project teams ensuring CRM requirements are considered
  • Ensure the CRM fulfils all data collection requirements, ensuring regulatory compliance and adhering to Charity GDPR policy and processes at every stage, and contribute to making necessary changes
  • Coordinate the facilitation of data capture with the Supporter Care Manager to ensure supporters are added to the charity newsletter and direct mails
  • On occasion provide ad hoc training and query responses to end user teams
  • CRM Migration Support

During the CRM migration project, act as day-to-day Blackbaud CRM lead, as we map and implement the transition to Microsoft Dynamics.

• As in-house CRM Specialist for BBCRM, maintain and manage the system and database by troubleshooting and problem-solving issues, and implementing solutions.
• On projects, work with BBCRM users and IT to elicit CRM requirements, assess priorities and capacity, project manage CRM work. Lead on CRM centric projects as required.
• Build strong relationships with all information and technology users, developers and teams in order to enable them to maximise their use of BBCRM related systems.
• Support all users to understand, utilize and optimise the data stored in CRM, as well as how to access and report on it.
• Support affiliates who are accessing the system to maximise the impact of BBCRM on their fundraising.
• Alongside the Head of FrOps, act as the day-to-day relationship owner with Blackbaud. Work in collaboration with the supplier to troubleshoot issues.
• Keep up to date with BBCRM updates and new features and ensure they are rolled out to the organisation following an agreed release and change process.
• Deliver training to new users
• Develop training materials and document any changes to the system
• Any other duties as required which are deemed appropriate to the level and grade of the post.