Job Description



-25492436195000Job DescriptionCRM AssistantSalary: Grade 3, ?21,500 - ?25,999Duration: Full time, 1 year fixed termReporting to: CRM ManagerJob Summary The CRM Assistant supports the CRM Manager in the overall administration and maintenance of Scottish Book Trust's recently delivered CRM system.The post ensures that the CRM data is valid and accurate, and works across the charity as a champion, training staff in effective CRM use and supporting the ongoing development of the system. The role also assists with CRM / Website programme setup. While working most closely with the Web/CRM team, the role is part of the wider Marketing and Communications team and works in collaboration with all programme teams across the charity. Key responsibilitiesTraining, documentation and supportProduce and maintain documentation of various CRM procedures, for reference and training purposesResearch and gather a knowledge base of CRM and data management solutions to assist in resolving issuesFrontline support for all users of the CRM, investigate and analyse reported defects/issues and where appropriate escalate to agencies Provide ongoing support and training for staff in data entry and basic managementData audit, cleansing and migratingCleansing and mapping of data in preparation for migrating into CRMAudit CRM data on a regular basis, carry out data cleansing to maintain data integrity and produce/maintain support documentationTesting Be a key support in testing implementation phases of both CRM and website/CRM integration to ensure processes operate as expected, cataloguing and coherent reporting of issues CMS set up of new programme registration/application within set deadlines, testing all phases CRM AdministrationBe a super user and help influence further development of the CRM systemBe responsible for setting up new users in CRM, ensuring all Roles and Security Groups are correctAssist in developing, testing and implementing workflow (triggers)Work with teams to make better use of CRM to support working practicesExtract data and prepare reports and statistics, as required, and develop/maintain Dashboard reportingAssist in management of email communications and setting up campaignsGeneralAttend regular meetings with support staff and various team members to review upcoming issues, items, and trainingOther duties as required to support digital projects across Scottish Book Trust Knowledge, Skills & ExperienceEssentialDemonstrable experience of administering data systems/CRM and how they can be effectively deployed across an organisationExcellent communication skills and ability to communicate with a broad range of people both internal and externalAbility to work with people of varying technical skills, and to collaborate with diverse organisational teams Experience of writing support documentation for processes, aimed at non-technical usersExcellent IT skills, including strong Excel skillsSkilled in using online technology with expertise to learn and participate in the CRM communityStrong analytical and creative problem-solving skillsHighly organised with the ability to plan and manage changing priorities and drive through completion of tasks to agreed timelines High level of accuracy and attention to detail Understanding of ensuring data integrityStrong team player Approachable with a commitment to delivering excellent support to internal users Personal resilience and enthusiasm for achieving the charity’s objectivesDesirableExperience of working in a CRM with Administrator privileges Previous experience in an end-user technical support roleQuery writing in Access would be helpfulExperience of setting up email campaignsCMS experience The post is based at Scottish Book Trust’s offices in Edinburgh. Appointment will be conditional on securing basic clearance from Disclosure Scotland. ................
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