CRM Manager

Job Description

CRM Manager - Midlands Air Ambulance CharityThe Charity Founded in 1990 the Midlands Air Ambulance charity has been responsible for over 60,00 lifesaving missions across the Midlands making it one of the busiest air ambulance services in the UK. Relying solely on personal and corporate donations to cover its 10 million pounds annual operating costs a business centric approach to day to day operations is imperative to ensure the charity can maintain its life saving work.SF Recruitment are incredibly excited to be partnering with the charity to recruit a CRM Manager in line with a system upgrade program.This CRM Manager will report to the Fundraising and Marketing Director of Midlands Air Ambulance and be based at the charitys head office in Stourbridge, Midlands.Role PurposeTo use a technical grounding in CRM management to spearhead the migration from Microsoft Dynamics to the ThankQ system utilising a people centric approach to revisit, assess and improve data manipulation and accessibility resulting in a market leading donor experience. ResponsibilitiesLeadership- Take responsibility for the day to day mentorship of 4 CRM executives Technical- Take overall responsibility for the maintenance and development of the ThankQ CRM System - Drive forward new CRM best practice and innovation working closely with the system provider and other internal stakeholders where required to ensure complete utilisation of the systems functionality - Use ThankQ to automate income generation stream (web, social, Just Giving etc) - Champion a data and system knowledge share culture including companywide annual training - Provide ongoing CRM Triage and support where necessary - To develop and monitor the Trusts ICT policies Data Management- Develop effective system and data documentation outlining policies, procedures, and guidelines with commitment to companywide standardisation (internal data inputting, processing, handling, third party integrations etc) - Play a lead role in the creation of robust data integrity protocols ensuring a companywide understanding of the importance of accurate data input for long term business growth - Act as a Data guardian to ensure quality and GDPR compliance - Work closely with the Senior leadership team to manage any requirements by the Information Commissioners Office (UKs independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.) - Develop and manage an upgrade project plan to meet short- and medium-term priorities, including regular ongoing maintenance and system upgrades (data cleansing and updates (return to sender/deceased/archiving)) - Manage regular third-party data upload (Tower Lotteries, Easy Collect, Just Giving etc) ensuring this data aligns with the data integrity policy - Manage all data requirements for fundraising and Marketing campaigns including coding, selections, export, duplicates, data entry/receipting. This will include assisting with proofing and signoff for live data printing - Utilise the data and system to support Gift Aid claims, aiming to increase revenue from this area. - Provide regular reporting that details insight into supporters, donors and stakeholders in order for the charity to optimize and manage relationships - Make recommendations to enhance donor profiles and assist with fundraising strategies to promote donor-centric communications and grow lifetime value. - Use the CRM to design and prepare reports based on BI/MI data streams Donor Support- Take ownership of incoming donor, supporter and funder communication delivering a best in class omni channel (post, phone, online, community fundraising, corporate) donor management solution - Assess, action and (if relevant) respond to enquiries and requests for information - Manage and process general donations and funding - Manage enquiries regarding donations for In Mem/In Lieu Celebrations, providing appropriate information, resources (packs/tins) and assistance where required - Own the In Mem and celebration donor journey (receipt production, thank you letter/card production, notification of in Lieu donation to family of deceased etc) - Complaints management - logging system, case handling, responsesPersonal specification- A well-rounded technical CRM background (ideally ThankQ) with demonstrable experience using data to improve the overall customer/donor experience - Strong business acumen and the ability to make decisions to positively impact the wider business - A real self-starter with the ability to inspire and drive change when required - Exemplary stakeholder management - Understanding of current fundraising principles and philosophies If interested in this opportunity and would like to learn more about the role and benefits package on offer, please apply through the job board and direct any enquiries to Jack Stockport () at SF Recruitment.Please note that due to the high volume of applications received, SF are only able to respond to candidates that met the key requirements.