CRM OFFICER

CRM OFFICER JOB DESCRIPTION AND PERSON SPECIFICATION

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CRM officer ? job description

1. Job details

Job title: CRM officer Responsible to: CRM manager Directorate/department/team: Planning and resources/Digital and communications

2. Job purpose

To train and support staff on the use of CRM. To manage and support CRM development projects.

3. Dimensions

The CRM has around 100 users and Great Plains around 25 users. They are critical tools for almost all areas of NCVO's work and support income generation activity across the organisation. The postholder will support the organisation to use CRM effectively and efficiently by answering enquiries and providing training. The postholder will work with colleagues across the organisation to understand what teams are trying to achieve and how CRM is being used in those teams and translate these into requirements and recommendations for development. The postholder will deputise for the CRM manager in his/her absence, diagnosing issues and liaising with our third-party CRM partner and the IT manager to resolve them promptly and effectively.

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CRM officer ? job description

4. Organisation chart

Head of Planning, Digital and

Communications

Digital and Communi-

cations Assistant

CRM manager

Digital Programme

Manager

CRM Officer (this role)

Digital Production Manager

Digital Content Designer

Digital Content Editor

Digital Content Producer

Digital Projects Officer

Digital Marketing

Officer

Digital Marketing Assistant

Digital Production Assistant

5. Main accountabilities of the post

1. Train and support staff on the use of CRM:

? Develop and deliver a comprehensive training programme to staff, including classroom and online learning, and one to one support.

? Provide CRM inductions to new members of staff. ? Develop user guides by documenting how key processes in CRM should be performed

and keeping these up-to-date. ? Regularly consult with CRM super users, supporting them and building their confidence

to support their colleagues. ? Provide the first line of support for CRM users, investigating any issues and escalating to

our third-party CRM partner when required.

2. Manage and support CRM development projects:

? Manage development projects as delegated by the CRM manager, including producing project documentation, liaising with our third-party CRM partner and ensuring projects progress as planned.

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CRM officer ? job description

? Support the CRM manager with complex projects, including arranging meetings, undertaking testing, and assisting with producing project documentation.

? Maintain a backlog of development work to be completed, translating the needs of colleagues into use cases or specific changes to be made.

3. Deputise for the CRM manager as required:

? In the CRM manager's absence, diagnose any issues with CRM or other business systems and liaise with our third-party CRM partner and the IT manager to resolve them promptly and effectively.

? In the CRM manager's absence, attend meetings of the data and business systems group (governance group for technology and data at NCVO), reporting on progress against the agreed development roadmap.

4. Keep up-to-date with emerging developments in MS Dynamics CRM and identify where their introduction can add value to NCVO.

5. Manage all work-related contacts and projects on NCVO's CRM system.

6. Work context

Each day, millions of people make a difference to the causes they believe in through voluntary organisations and volunteering.

This thriving voluntary sector and volunteer movement are essential for a better society ? especially in times of challenge and change.

That's why, inspired and empowered by our 13,000 members, NCVO champions the voluntary sector and volunteering. We do this by connecting, representing and supporting voluntary organisations, from the smallest community groups to the largest charities.

The planning and resources department is one of three departments at NCVO. The department's objective is to provide high quality, customer focused services that enable NCVO trustees and staff to achieve the organisation's aims.

The digital and communications team leads and develops NCVO's digital and online work, including:

? turning NCVO's strategy into an effective programme of digital work ? increasing NCVO's digital maturity, managing changes in governance and delivery

methodology to ensure digital products and services are effective

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CRM officer ? job description

? management of new product development and maintenance of a large portfolio of existing products

? content strategy ? online engagement culture and practices ? digital literacy, skills and confidence across the organisation ? communications campaign planning across email and social media

The team leads and develops other communications functions, including:

? development and use of NCVO's brand, including brand positioning, visual identity and tone of voice

? commissioning and production of publications (both print and digital) ? management and/or sign off all design projects ? management and development of our CRM.

The other two departments are:

? enterprise and development ? public policy and volunteering.

NCVO is an equal opportunities employer and is Positive about Disabled People.

7. Autonomy and decision-making

The postholder is responsible for managing their own workload, in consultation with the CRM manager and within the context of NCVO's priorities. The postholder assists the CRM manager to make decisions about priorities and then works independently to complete tasks and projects within agreed timescales. The postholder is expected to determine how to approach challenges and complete tasks, escalating to the CRM manager only in more complex instances.

8. Communications

The postholder communicates both internally and externally with a wide range of people.

Internal

Communicates regularly with staff at all levels across the organisation to train and support them in their use of CRM, and to understand their needs and requirements for development.

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