CRM Product & Database Manager

Job Purpose

Internal job title: CRM Product Manager

Salary: £43,000 + benefits

Location: This is a working from home role, with monthly collaborative team meetings at our Birmingham hub.

The Canal & River Trust is a charity entrusted with the care of over 2000 miles of canals, rivers, docks and reservoirs in England and Wales. These historic, natural and cultural assets form part of the nation's strategic and local blue-green infrastructure network, linking urban and rural communities as well as habitats. Our waterways contribute to the health and well-being of local communities and economies, creating attractive and connected places to live, work, volunteer and spend leisure time. They also play an important role in mitigating the impact of climate change and provide valuable habitats and much-needed biodiverse corridors for wildlife.

The Trust employs a single Customer Relationship Manager (CRM) philosophy and approach with one system at the centre, plugging into multiple specialist platforms for fundraising, volunteering, boating, etc. The Fundraising CRM Product Manager will work alongside the central CRM team, comprising of a CRM data and outcomes manager as well as a CRM specialist.

The Fundraising CRM Product Manager will take specific ownership of managing the functional roadmap for our fundraising supporter and outcomes data within the CRM system, ensuring that the solution is aligned to departmental needs and long term objectives.

The role will ensure that the fundraising data is consistent, accurate and current, to maintain reliability and confidence in its use. They will also look at ways to improve the fundraising teams' capabilities through gathering user requirements and translating them into clear business development cases, implementing these in partnership with the wider CRM team and relevant suppliers.

They will work across departments with the Trust CRM specialists to support and deliver CRM developments that enhance and grow fundraising performance.

The role will require solid technical awareness of CRM systems combined with fundraising knowledge and excellent business process capabilities.

Location

This role will be offered on a remote working basis, with a requirement to attend our main hub spaces for team working and collaborative meetings. Hubs we can assign to you include: Milton Keynes, London, Hatton, and Birmingham.

Applicants will need to be located to easily access our office locations Milton Keynes to attend face-to-face team meetings (once or twice a week). The regularity & flexibility of travel will be discussed further at interview stage.

See our canal network here: ( https://canalrivertrust.org.uk/enjoy-the-waterways/canal-and-river-network ).

Knowledge, Skills/Qualifications & Experience

Key accountabilities:

• Product Management of Fundraising elements/modules/capabilities of the CRM
• Own the roadmap for fundraising technical & business requirements at the Trust and deliver with support from other key Trust teams and suppliers.
• Gatekeeper to our Fundraising and Supporter data on the CRM with key responsibility for data set requests; including de-duplication and importing (direct importing or support to teams)
• Lead on Fundraising integration requirements with specialist fundraising platforms, looking to achieve automation, and working collaborative with the wider Trust Integration Hub team.
• Develop and revise data flow processes in collaboration with fundraising teams to maximise the effectiveness of fundraising programmes using best practice data management.
• Supporting the central CRM team with issuing guidance on data structure and auditing to ensure it is maintained e.g. helping to define a data structure and naming conventions for fundraising data going into CRM from offline & online data capture forms
• Maintain data integrity and assist with roll out of mass updates
• Gatekeeper/approver of fundraising data management processes and best practice
• Perform regular audits of data to ensure quality and consistency is maintained
• Technical support and review of complex data queries for marketing and fundraising purposes (i.e multiple variable mailing list for a direct mail or email campaign).
• Support the production of Fundraising insight and KPI reporting, working with the Trust Microsoft PowerBi team.
• Work with the central CRM team to championTrust wide GDPR and data integrity requirements.
• Helping shape the future of the Trust through data driven processes
• Display the Trust values and behaviours at all times
• Ensure that diversity and inclusion are integrated into all aspects of Trust life and promote inclusion by challenging behaviour, practices, actions, or decisions that are counter to the objectives of the Trust's policies and values.

About you

Technical:

• Experience of product managing or significant work with an enterprise level CRM system.
• Experience of working with complex data management systems to "super-user"/administrator level.
• Experience of compiling data sets, importing data, de-duping.
• Experience of working with data from multiple stakeholders across the organisation.
• Experience of working with a fundraising or commercial sales team (desirable).
• Exceptional attention to detail to provide accurate data management and analysis.
• Excellent GDPR knowledge.
• Competence in manipulating data on Excel.
• Working knowledge of SQL, Power Query, Power BI and Azure.

General:

• Excellent time management and able to work to SLA's.
• Excellent communication skills.
• Ability to influence people at levels and confident interacting with senior colleagues and stakeholders.
• Good analytical and decision-making skills.
• Strong problem-solving skills, Ability to develop solutions to complex problems in new and innovative ways.
• Co-operate with, support, influence, consult and inform colleagues from across the business at all levels.
• Customer service focused.

To apply: click on the "Apply for this job" button and follow the process - complete the application form & upload current CV.

If you have any questions about the role please contact CRT.recruitment@canalrivertrust.org.uk

We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.

What We Offer

In addition to your salary of £43,000 you will benefit from a competitive contributory DC Pension scheme arrangement, great holiday entitlement and numerous other employee benefits, including several salary sacrifice benefits, all of which can be found here (https://canalrivertrust.org.uk/about-us/work-for-us/our-benefits).

• 25 days paid holiday, plus paid Bank Holidays, increasing to 27 days plus Bank Holidays after 3 years
• Home working status with 'hub' facilities available if a need to work outside of home - flexibility.
• Annual £200 personal learning & growth award to spend on any learning related activity - hobbies; aspirations etc.
• Free access to specialist counselling on a range of issues - health; financial; lifestyle; well-being; domestic & neighbourly matters.
• Access to a range of employee benefits including - store discounts; boating holiday discounts; holiday purchase scheme.
• 2 days paid volunteering leave, volunteering for local community project work.

At the Trust we care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust. We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.

All candidates will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job.

When you join the Canal & River Trust you become a member of an engaged team working to preserve our heritage for future generations. Come and share your passion and knowledge with a team that makes a difference to millions of people every day.

Find out more about us on our website: https://canalrivertrust.org.uk/about-us]]>