CRM Manager (Salesforce

CRM Manager (Salesforce)

Contract: Permanent

Hours: Full time (35 hours per week)

Location: Somerset House, Strand, London WC2R 1LA
(hybrid, in office Tuesday-Thursday, minimum of three days per week)

Salary: £36, (dependant on experience)

The CRM Manager will lead the strategic development, optimisation, and ownership of our Salesforce-based CRM system. This pivotal role will ensure that the CRM supports and advances the charity's business strategy, operational priorities, and mission to achieve its charitable objectives.

The successful candidate will be an enthusiastic advocate for continuous improvement, working collaboratively across the organisation to identify opportunities to modernise processes, solve operational challenges and maximise the value of our CRM. They will be comfortable questioning existing ways of working, introducing new ideas, and helping colleagues embrace change as our systems and programmes continue to evolve.

Acting as the organisation's Product Owner for Salesforce, the CRM Manager will develop and maintain the CRM roadmap, balancing organisational priorities, user needs and technical opportunities to ensure the platform continues to evolve alongside the charity. The postholder will play a key leadership role in aligning the system with our programme delivery, stakeholder management, evaluation, communication, and partnership engagement needs. This includes identifying and addressing inefficiencies, ensuring accuracy, enhancing user experience across internal teams and our national partner network, and supporting the long-term scalability of the system.

Following the implementation of the CRM system in recent years, the CRM Manager will be instrumental in continuing to embed the system across the organisation, leading onboarding and training, driving user engagement, and refining how the platform underpins core business operations. The CRM Manager will play a central role in ensuring the system continues to evolve to meet changing organisational needs, supporting innovation, organisational growth and the delivery of an expanding national programme.

In addition to their CRM focus, the role will maintain a strategic lens on broader digital systems and IT development, ensuring CRM integrations and related technologies are future-proofed and coherent across the organisation.

• Enable scalable and efficient delivery of our national programmes, network and events
• Improve partnership and stakeholder relationship engagement
• Support robust data capture, reporting and impact evaluation
• Drive automation of core processes to reduce administrative burden
• Increase data quality and accessibility across teams
• Embed best practice in data governance and user training

• Act as the internal lead for the Salesforce CRM, ensuring ongoing development aligns with organisational needs and charitable goals
• Proactively identify and resolve system inefficiencies, user challenges, and development opportunities
• Continually review organisational processes, identifying opportunities to simplify, automate and improve workflows through effective use of Salesforce and associated digital systems.
• Work closely with colleagues to understand business requirements, map existing processes, and translate operational needs into CRM improvements, ensuring solutions are user-focused, scalable and aligned with organisational priorities.
• Work collaboratively across departments to embed CRM use into workflows and champion user adoption
• Lead onboarding, training, and ongoing support for new and existing users across internal teams and external partner organisations
• Oversee the administration and ongoing management of the organisation's form builder platform (e.g. Form Assembly, ensuring forms are integrated effectively with the CRM, and support key data capture processes across programmes, partnerships, and internal operations
• Manage relationships with our external Salesforce implementation partner, including coordinating projects, updates and technical troubleshooting
• Maintain and support community engagement with our digital portal (The Exchange) supporting National Saturday Club's network of Tutors and Coordinators.
• Oversee and maintain clear, accessible system documentation, user guidance, training materials, and change logs to support effective knowledge transfer, continuity of operations, and future handover
• Coordinate support staff responsible for CRM and data administration tasks

• Design and maintain robust dashboards, reports, and contact data views that support programme delivery, fundraising, reporting, evaluation and operational needs
• Ensure CRM data is clean, accurate, and compliant with data protection regulations
• Oversee the management of data retention, working with our external partner to embedd our data retention policies in accordance with GDPR
• Manage data imports and exports, using data loader and import wizard
• Champion a…