CRM Manager
| Posting date: | 12 January 2026 |
|---|---|
| Salary: | £43,003.00 per year |
| Additional salary information: | £43003.00 a year |
| Hours: | Full time |
| Closing date: | 25 January 2026 |
| Location: | Great Bramingham Lane, LU3 3NT |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | B0364-26-0000 |
Summary
Department: Quality, Governance and Data Team Reporting to:Data Manager Accountable to: Associate Director Integrated Governance and Improvement, Key Stakeholders-Internal: Executive Director Innovation, Digital and Engagement, Senior Leadership Team, Associate Director Supporter Engagement, Fundraising Team, Head of Marketing & Communications + wider team, Head of Finance, Head of Volunteering, AD Retail and Trading and areas managers Key Stakeholders External - CRM Suppliers, data service providers Job Purpose: The CRM Manager will act as the organisational lead for Microsoft Dynamics CRM, ensuring the system is fully implemented, optimised, and embedded across the charity, including leading the successful completion of the migration from our historical Donorflex CRM to Microsoft Dynamics. This role is responsible for maximising supporter knowledge, understanding and ensuring effective engagement. They will also ensure we effectively maintain data integrity, compliance with GDPR and all other relevant data protection, governance, and audit standards, and delivering complex reporting and insights to support strategic decision-making. The postholder will support and enable the delivery of supporter engagement strategies through robust data management and system capability. Specific Duties: System Management & Development: Complete the implementation of Microsoft Dynamics CRM, ensuring full functionality and user adoption. Function as product owner for CRM, ensuring configuration, workflows, and integrations with other business systems (e.g. finance, Click Dimensions), including APIs are in place and operating effectively, with clear reviews and audits in place. Manage CRM upgrades, testing, and change requests. Oversee day-to-day functionality of Microsoft Dynamics 365 CRM. Data Integrity, Compliance & Governance: Develop and enforce CRM data governance framework, including data ownership, policies and procedures (including retention policy) and user access protocols. Ensure compliance with UK GDPR and other relevant regulations and organisational data policies. Implement and establish processes for data enrichment and augmentation to improve segmentation and reporting. Ensure data quality, accuracy, and integrity across all CRM records Implement robust security measures and access controls. Audit & Risk Management: Maintain audit trails of CRM changes, user activity and security protocols for data handling. Oversee data quality through regular audits, cleansing, and validation. Identify and mitigate risks related to data privacy, security, and regulatory compliance. User Support and Training: Develop and deliver training materials and sessions to train and support staff in effective CRM use. Serve as the primary point of contact for CRM-related queries and troubleshooting. Reporting and Analytics: Co-design and support complex queries for fundraising teams Provide actionable insights to support organisational objectives and operational efficiency. Create and maintain strategic reports and dashboards to support organisational decision making. Supplier Management: Build strong relationships with internal stakeholders and suppliers to resolve issues and deliver enhancements. Day to day oversight of CRM-related budgets and service contracts. Duties in common with other members of staff: To report accidents recording the incident on the relevant form To be an ambassador for the charity To maintain the best appearance of your immediate working area To demonstrate a positive and supportive attitude to staff and volunteers Respect confidentiality applying to all Hospice areas Abide by your Professional Code of Conduct To adhere to the Infection Control Policies and Procedures set by the charity and the Care Quality Commission Training and Education: To be responsible for liaison with your line manager regarding your own development needs Health and Safety: To adhere to Fire and Health and Safety regulations and maintain a safe working environment at all times Policies and Procedures: To take responsibility for being up to date with current policies and procedures and to adhere to these Equal Opportunities: To treat everyone with whom you have contact through your work with equal dignity and respect regardless of race, colour, gender, sexual orientation, marital status, creed, religion, disability, age, or any other factor that could be used in a discriminatory manner The above job description is not an exhaustive list of all the duties of the post holder. It will be reviewed in conjunction with the post holder.