CRM Manager

Keech Hospice are looking for an enthusiastic and collaborative CRM Manager to lead the final phase of our Microsoft Dynamics implementation. This is a unique opportunity to bring a vital project over the finish line successfully launching our new CRM, embedding it across the organisation, and ensuring it becomes a trusted, well used tool for teams and supporters alike.

You'll guide colleagues through adoption, optimise workflows, and make sure the system truly supports our fundraising, clinical, and operational goals. Your blend of technical know how, patience and people focused communication will help us unlock the full potential of Dynamics and improve the experience of every family we serve.

If you're passionate about making a meaningful difference through smart, effective, supporter centered technology, wed love to hear from you.

Key Responsibilities:

• Complete the implementation of Microsoft Dynamics CRM
• Ensure configuration, workflows and integrations with other business systems
• Develop CRM data governance framework & ensure compliance with GDPR regulations as well as organisational policies
• Maintain audit trails of CRM activity & oversee data quality
  
  Develop and deliver training materials to train and support staff

What were looking for:

• Proven experience managing CRM in a charity or similar environment & MS Dynamics 365
• Strong understanding of data governance & GDPR
• Excellent data analysis, communication, organisational and problem solving-skills
• A competitive salary and generous annual leave
• Ability to carry over your existing NHS pension scheme
• Free car parking and cycle to work scheme
• Career development and progression opportunities
• A caring, supportive and inclusive environment

Keech Hospice provides free specialist palliative and end of life care for people of all ages. We support adults in Bedfordshire. Children and their families in Bedfordshire, Hertfordshire, and Milton Keynes. At home, in hospice, or wherever were needed.

As a teaching hospice, our exceptional people, training, and facilities are helping local communities to live and die well.

Department:
Quality, Governance and Data Team

Reporting to:

Data Manager

Accountable to:
Associate Director Integrated Governance and Improvement,

Key Stakeholders-Internal:

Executive Director Innovation, Digital and Engagement, Senior Leadership Team, Associate Director Supporter Engagement, Fundraising Team, Head of Marketing & Communications + wider team, Head of Finance, Head of Volunteering, AD Retail and Trading and areas managers

Key Stakeholders External - CRM Suppliers, data service providers

Job Purpose:

The CRM Manager will act as the organisational lead for Microsoft Dynamics CRM, ensuring the system is fully implemented, optimised, and embedded across the charity, including leading the successful completion of the migration from our historical Donorflex CRM to Microsoft Dynamics. This role is responsible for maximising supporter knowledge, understanding and ensuring effective engagement. They will also ensure we effectively maintain data integrity, compliance with GDPR and all other relevant data protection, governance, and audit standards, and delivering complex reporting and insights to support strategic decision-making.

The postholder will support and enable the delivery of supporter engagement strategies through robust data management and system capability.

Specific Duties:

• System Management & Development:
• Complete the implementation of Microsoft Dynamics CRM, ensuring full functionality and user adoption.
• Function as product owner for CRM, ensuring configuration, workflows, and integrations with other business systems (e.g. finance, Click Dimensions), including APIs are in place and operating effectively, with clear reviews and audits in place.
• Manage CRM upgrades, testing, and change requests.
• Oversee day-to-day functionality of Microsoft Dynamics 365 CRM.

Data Integrity, Compliance & Governance:

• Develop and enforce CRM data governance framework, including data ownership, policies and procedures (including retention policy) and user access protocols.
• Ensure compliance with UK GDPR and other relevant regulations and organisational data policies.
• Implement and establish processes for data enrichment and augmentation to improve segmentation and reporting.
• Ensure data quality, accuracy, and integrity across all CRM records
• Implement robust security measures and access controls.
• Maintain audit trails of CRM changes, user activity and security protocols for data handling.
• Oversee data quality through regular audits, cleansing, and validation.
• Identify and mitigate risks related to data privacy, security, and regulatory compliance.

User Support and Training:

• Develop and deliver training materials and sessions to train and support staff in effective CRM use.
• Serve as the primary point of contact for CRM-related queries and troubleshooting.

Reporting and Analytics:

• Co-design and support complex queries for fundraising teams
• Provide…