CRM Officer

Salary: £21,798 – £31,140 per annum

Grade: 7

Position Type: Full time, 12- month Fixed Term Contract.

Responsible to: CRM Manager

Location: Flexible. HQ is in Truro, Cornwall.

Role Purpose:

ShelterBox is striving to provide outstanding information systems and technology that will maximize our fundraising and operational capability in this digital age. We have recently implemented a new industry leading CRM in order to strengthen our global fundraising capability, enable advanced analytics and improve relationship management for the entire organisation.

This exciting new role will enable the CRM benefits to be realised by all supporters, stakeholders and our 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 who is the CRM Product Owner in the continual development of the system with focus on inbound data received from source. Part of this role will 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 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.

Duties will include but not be limited to:

CRM Administration & Maintenance

• To be the Super User with the responsibility of setting up CRM events, appeals, campaigns, attributes amongst others
• 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 compliance and 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 Insight Managers to surface data for business intelligence purposes
• 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

Other responsibilities

• Any other duties as required which are deemed appropriate to the level and grade of the post.