CRM Manager At ShelterBox

Grade: 2

Hours: Full-time permanent contract; 37.5 hrs per week. Flexible hours considered.

Responsible to: Head of Fundraising Operations

Direct reports: CRM Officer, CRM Assistant (FTC)

Location: Truro, Cornwall (hybrid) or Remote (UK only – with required travel to HQ up to 4 times a year)

Role Purpose:

ShelterBox is looking for an experienced CRM Manager to lead our CRM team. This role sits within Fundraising Operations and provides crucial support for our fundraising and communications efforts, ensuring we provide excellent, audience-driven supporter experiences and effective data and systems management.

As the CRM Manager, you’ll ensure our CRM supports the income goals of our Fundraising and Communications teams, making our fundraising activities efficient and providing the best experience for our supporters.

It’s an exciting time to join us! Our Business Systems Transformation Project is well underway. This includes implementing a new CRM alongside new finance, project, and HR systems. You’ll play a key role in this project, working with our established project team to achieve a mid-2025 launch.

In this role, you’ll ensure the CRM develops and meets the needs of users, covering user training, data management, process improvements, supporter journeys and new developments. This is a fantastic opportunity to make a significant impact on our organisation and our supporters.

Who are we looking for?

We are looking for an enthusiastic individual with excellent communication skills and the ability to work with the full range of stakeholders. The ideal candidate will develop a strong understanding of ShelterBox’s values and processes.

As CRM Manager, you will work in our Fundraising & Communication Team taking responsibility for the day-to-day running of our CRM and work on the ongoing development as we move to Microsoft Dynamics 365 in mid-2025. Your initial focus will be on developing a solid understanding of our new CRM, the current use cases, and building your product knowledge. You will be supported by a project team (including Subject Matter Experts across the organisation) and learning with us as we test, migrate and go live.

Once live, you will become the primary contact for our Dynamics 365 users. Using your experience of managing CRM systems (ideally within a fundraising context), you will support teams to deliver their objectives, managing the workflow through the CRM Team and identifying medium/long term improvements.

We have ambitious plans to drive audience focus and make even better use of our data. Working closely with the Head of Fundraising Operations, you will help define new ways of working and develop a road map for our CRM that aligns to our organisational strategy.

Duties will include but not be limited to:

• Manage the day-to-day operations of the CRM team, ensuring work progresses, including identifying issues and improvements.
• Through effective line management, support and develop the CRM Team.
• Become our in-house CRM Specialist; maintain and manage the CRM by troubleshooting and problem-solving issues, engaging with teams to identify gaps and opportunities and designing and implementing solutions.
• Develop and maintain CRM documentation that logs and tracks key metrics and information. Ensure CRM process documentation is fit for purpose and that all updates are appropriately recorded.
• Participate in department planning and evaluations, bringing in a CRM perspective, identifying opportunities and challenges.
• Work with CRM users and IT to elicit CRM requirements, assess priorities and capacity, project manage CRM work. Lead on CRM centric projects as required.
• Develop and document a CRM strategy that aligns with the strategic objectives of the whole organisation. In line with this identify, monitor and report on key KPIs for CRM.
• Develop CRM data governance processes which ensure high standard of data cleanliness and quality across the system. Promote and lead on good data management across the organisation, including participation in relevant data protection working groups.
• Build strong relationships with all information and technology users, developers and teams to enable them to maximise their use of CRM.
• Support all users to understand, utilize and optimise the data stored in CRM, as well as how to access and report on it.
• Alongside our IT team, work with our CRM supplier to scope and commission development, troubleshoot issues, identify opportunities and maximise system value.
• Keep up to date with MS Dynamics 365 updates and new features and ensure they are rolled out to the organisation following an agreed release and change process.
• Support the ongoing development and delivery of a training programme for the CRM, working in collaboration with IT, Learning & Development and Subject Matter Experts.
• Contribute strategic input into cross cutting information and technology projects.

Other responsibilities

• Represent ShelterBox as required and always work in line with our aims, values and plans.
• As part of an emergency organisation there may be times when you will be required to work evenings and weekends at short notice in response to a disaster
• Any other duties as required which are deemed appropriate to the level and grade of the post.