Customer Relationship Management (CRM) Administrator

[Pages:3]Customer Relationship Management (CRM) Administrator

Job description and person specification

Accountable to: Director of Finance Salary: ?30,ooo-?35,000 per annum Contract type: Full time (35 hpw), 12 month contract to potentially convert permanent in 2017 Location: 21 Albemarle Street, London

About the Royal Institution

The Royal Institution's (Ri) purpose is to harness science for the maximum benefit of society. But to achieve the full benefits of what science has to offer, we must ensure there is a healthy and dynamic interaction between science, culture and society. Home to eminent scientists such as Michael Faraday, Humphry Davy and Kathleen Lonsdale, the Ri's discoveries have helped to shape the modern world. Just as importantly these scientists recognised the importance of sharing their work with the wider public.

Today we continue our mission as a registered charity providing science education and heritage activities for people of all ages and backgrounds across the UK and around the world. These activities include the world-famous CHRISTMAS LECTURES?; public talks from the world's greatest thinkers in our historic lecture theatre; a national programme of Masterclasses for young people in mathematics, engineering and computer science; hands-on science workshops in our Young Scientist Centre; animations and films from our award-winning Ri Channel and the preservation of our scientific legacy through the Faraday Museum and archival collections.

Find out more at and .

Job Purpose

The core role of the CRM Administrator at the Royal Institution is to support the implementation of Salesforce to enable the business plan through more effective and efficient logging of prospects, establishing a single view of our relationships with members of the public, prospects, Members & Patrons and reporting against targets. The CRM Administrator will provide support to colleagues at all levels across the organisation and will develop working relationships and enable others to deliver their elements of the business plan.

Initial priorities are optimising Fundraising and Membership teams' use of Salesforce, User Training, supporting the user community and developing a plan for the next fiscal year.

The CRM Administrator will work closely with Budget Holders, to establish requirements and tailor and configure the Salesforce CRM to meet their needs, and with the IT and Technical Services Manager to manage, protect, administer and maintain the system and its data.

Please apply by submitting a CV and Covering Letter outlining your interest in and suitability for the role to recruitment@ri.ac.uk. Applications, along with the completed Declaration and Monitoring form, should be submitted no later than 17:00 on Monday 21 March.

Main duties of the role To administer and support the Ri's CRM (Salesforce)

Actively working with colleagues at all levels of the organisation to: o assess and advise on requirements, o identify how Salesforce can best meet needs, o configure and implement new features and reports, o advise on best use, and o identify opportunities for Ri to make better use of Salesforce.

Making changes and updates to page layouts and custom fields to enable relevant information to be gathered and reported.

Creating and modifying reports and dashboards for management information.

Providing regular over-view reports and analysis on our data for the organisation.

Managing users and their security profiles and ensuring sensitive information is well protected.

Creating and modifying workflow automation and flows/processes. Maintaining the integrity and quality of the database by carrying out

regular maintenance, audits and software updates. Being the Ri's `go-to' expert for all Salesforce queries and ideas for

development, proactively identifying areas for improvement and suggesting changes, translating our needs into briefs for our third party developers or to deliver in house. Managing the work and relationship with our third party developers and testing system changes / development pre and post "go live". Keeping an up-to-date log of all Salesforce issues and priorities, plus overseeing the documentation of all development work. Troubleshooting any configuration errors and/or issues occurring within Salesforce. Facilitating and delivering Salesforce training to users. Ensuring data security and protection is maintained at all times. Taking an active interest in and researching new functionality in

Salesforce releases and their relevance and value to the Ri.

Corporate responsibilities cutting across tasks set out above

Understanding and supporting the vision, mission and aims of the Ri. Maintaining awareness of your own and others' Health and Safety, and

complying with the Ri's Health and Safety policy. Undertaking other duties as may be reasonably requested within the

responsibilities of the post.

Person Specification:

Essential (E)

Desirable (D)

Experience, knowledge and qualifications

Experience in working with business leaders as one of

E

a Project team

Experience in advising management about best

E

Salesforce use and leading its implementation for

benefit.

Salesforce CRM administration experience

E

Administrator Certified (ADM-201)

D

Experience with Exact Target (SFMC)

D

Experience of working with large volumes of data

E

An excellent level of IT literacy

E

Knowledge of common project management

E

methodologies

Experience in installing AppExchange products

D

Some knowledge/appreciation of

E

customisation - e.g. triggers/classes/Visualforce

Experience of working within the charity sector

D

Skills and personal attributes

Strong logical and analytical thinking

E

Superb attention to detail

E

Absolute discretion and ability to maintain

E

confidentiality

Ability to work in a changing and flexible organisation

E

Demonstrated at Application (A)

Interview (I) Selection Test

(T)

I

I

A/I A/I A/I A/I A/I A/I

I I

I

I A/I

I

I

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download