CRM; Customer Relationship Management Operations Analyst

Job Title:

CRM (Customer Relationship Management) Operations Analyst

Team:
Digital Transformation & Technology (Supporter Engagement & Experience)

Location:

Hybrid (split between home-working and either London, Cardiff or Edinburgh)

* This role sits within a pay grade with a pay range of £33,367 to £50,051. The salary on appointment will be set at the lower end of the pay range, to a maximum of £36,704 depending on the candidate's skills and experience. This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role.

Context and purpose of role

At the Ramblers, our ability to connect with supporters, manage members, and empower volunteers depends on the smooth running of our CRM (Salesforce). The CRM Operations Analyst plays a vital role in making this possible.

By managing day‑to‑day CRM operations, handling imports, selections, and user support, you ensure that colleagues across the organisation can trust the data they use and work efficiently. Your contribution means communications are targeted and accurate, volunteer and supporter records are reliable, and teams can focus on their mission rather than system issues.

Your work ensures that colleagues can rely on accurate data and smooth processes, so supporters receive timely communications, members feel well served, and volunteers have the information they need to play their part.

• Provide first-line technical support for Salesforce, resolving user issues related to access, new fields, layouts, and general functionality, escalating complex configuration or system-wide issues to the Senior Database Administrator where required.
• Provide second-line support for record‑level data issues (e.g. duplicates, permissions, missing fields, or data discrepancies), escalating where necessary for complex data or automation errors.
• Provide guidance to staff on how best to use Salesforce for their day-to-day needs.
• Maintain and update user accounts, roles, and permissions.
• Deliver basic in‑house training sessions and user guides to support adoption.
• Day-to-day responsibility for co‑ordinating routine GDPR‑related deletion requests.

• Manage regular data imports
• Run reconciliations with Finance to ensure CRM records align with income systems.
• Support data quality initiatives, including deduplication and validation.
• Maintain GDPR consents, preferences, and data hygiene standards.

• Build and update simple CRM reports and dashboards.
• Help staff use reports effectively, and create custom reports where needed
• Collaborate with the Analyst Engineer and Data Analyst to ensure consistency between CRM and business insights dashboards.

• Make declarative (no-code) changes to Salesforce (e.g. page layouts, fields, validation rules, workflows).
• Support the Senior Salesforce DBA in testing and deploying small changes.
• Help enforce configuration standards and document processes.

• Monitor automated data flows between Salesforce and other systems (e.g. Azure Data Factory pipelines, Mailchimp).
• Escalate complex pipeline or automation issues to the Senior Database Administrator or Analytics Engineer.
• Support basic configuration tasks to ensure reliable system-to-system connections.

Essential

· Hands‑on experience using Salesforce (ideally beyond “super‑user” level, but full Admin certification not required).

· Familiarity with data imports and reconciliation processes.

· Ability to write and run SOQL or SQL queries at a basic level.

· Experience building reports and dashboards in Salesforce.

· Strong attention to detail and accuracy in handling supporter data.

· Good communication skills, with the ability to support non‑technical colleagues.

· Understanding of GDPR and the importance of data protection.

Desirable

· Salesforce Administrator certification (or willingness to work towards it).

· Experience in a not‑for‑profit, membership, or fundraising environment.

· Familiarity with Gift Aid, Direct Debits, or other fundraising processes.

· Exposure to Azure Data…