Application Information Pack CRM Project Manager

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1 Application Information Pack CRM Project Manager

2 Introduction to Girlguiding Thank you for your interest in the role of CRM Project Manager. This document provides information relating to the above vacancy and should be used for information purposes only. The information does not form part of the terms and conditions of employment. Girlguiding is the leading charity for girls and young women in the UK. Thanks to the dedication and support of 100,000 amazing volunteers, we are active in every part of the UK, giving girls and young women a space where they can be themselves, have fun, build brilliant friendships, gain valuable life skills and make a positive difference to their lives and their communities. We build girls confidence and raise their aspirations. We give them the chance to discover their full potential and encourage them to be a powerful force for good. We are a registered charity with a Royal Charter and Bye Laws. Our income comes from: Membership Subscriptions Trading Income Fundraising Investments We have over 240 employees based throughout the UK: at our Headquarters in central London, Trading Service in Cheshire, and Training and Activity Centres in London, Hampshire, Sussex and Lancashire. In 2014, Girlguiding had more than half a million members including both girls and adults. We are a member of WAGGGS (World Association of Girl Guides and Girl Scouts); which operates in 145 countries and has 10 million members.

3 Organisational chart Chief Executive Deputy Chief Executive Director of Guiding Services Director of Communications & PR IT Services Finance Human Resources Projects Trading Service Training & Activity Centres Youth Programmes Quality & Membership Development Volunteer Support Digital & Creative Communications Fundraising & Marketing PR & Advocacy Executive Directorate SMT

4 The role of CRM Project Manager Girlguiding is in the first year of an exciting 5-year strategic plan which comprises of 4 themes: excellence, voice, access and capacity. Under the capacity strand, a project has been initiated to redevelop Girlguiding s management of contact data using a customer relationship management (CRM) approach The CRM Project Manager role will involve leading the scoping, procurement and implementation of a new MS Dynamics CRM system to deliver benefits across Girlguiding. The post will provide a project management and oversight role to ensure the successful delivery of a fit for purpose CRM system that delivers Girlguiding defined benefits. Due to the nature of the work, regular weekend and evening working will be required, at sites outside of London on occasion, for which time off in lieu will be taken. Applications The closing date for applications is 27 July 2015 at 9am. Please complete the application form and equal opportunities monitoring form and return by to Alternatively, post to Human Resources, Girlguiding, Buckingham Palace Road, London SW1W 0PT. Candidates will be shortlisted on the basis of the application form. Those who are successful at this stage of the process will be invited to attend an interview. Unfortunately we are unable to give feedback to those who are not shortlisted; however, we will, if required, provide feedback to those who have attended an interview. Interviews Interviews will be held in the week commencing 03 August 2015 at Girlguiding, Buckingham Palace Road, London SW1W 0PT. Please note that it is not Girlguiding s policy to reimburse applicants in respect of travel expenses to attend interviews.

5 Job Description Basic job details Job Title: CRM Project Manager Team: TBC Reports to: TBC Directorate: TBC Overall purpose of job Girlguiding is in the first year of an exciting 5-year strategic plan which comprises of 4 themes: excellence, voice, access and capacity. Under the capacity strand, a project has been initiated to redevelop Girlguiding s management of contact data using a customer relationship management (CRM) approach. This senior role will involve leading the scoping, procurement and implementation of a new MS Dynamics CRM system to deliver benefits across Girlguiding. The post will provide a project management and oversight role to ensure the successful delivery of a fit for purpose CRM system that delivers Girlguiding defined benefits. The project is high impact and high risk for both Girlguiding systems and business continuity. The post will involve working in partnership with adult volunteers (both individuals and consultation groups), Girlguiding staff and external suppliers. Main areas of responsibility To project manage the Girlguiding CRM project, a large & complex systems and businesscritical project. The project will include (but is not restricted to) membership contact data, supporter contact data, financial transactional data, marketing and campaigning data, supporter relationship data, legal and regulatory compliance, and capacity to integrate data across online (including the website and social media) and offline activities. This will include: Overseeing the preparation and execution of plans (detailing tasks, timescales, resources, assumptions, risks, costs and dependencies) for the Girlguiding CRM project. Establishing a temporary cross-organisational project team and ensuring effective delegation of tasks whilst providing direction and encouragement to staff delivering project work. Using your experience of relationship management systems, actively managing the evaluation, contracting, and commissioning of new systems to ensure the project objectives are met. Maintaining business relationships with the appointed software provider for this project, ensuring their active engagement with the implementation process and the achievement of stated contractual agreements between both parties. Building strong senior management and stakeholder relationships using your influencing and facilitation skills to manage priorities, scope and ensure delivery of agreed benefits. Regularly communicating with a range of stakeholders and colleagues to ensure resources are available across the key phases of the project, there is business continuity in an environment of technology change and project deliverables and progress are clearly understood. To discuss and agree priorities, changes in resources and changes to project deliverables with the Digital/Programme Board. Ensuring risks and issues arising from the Girlguiding CRM project are effectively managed Working closely with the Digital/Programme Board and project team to ensure that all project and project management related activities and project outputs

6 are sustainable, cost-effective, meet business needs, and are user-focused. Establishing budget tracking and reporting where appropriate, and monitoring project expenditure. Tendering and contract management. Ensuring project quality standards are set, monitored, and achieved. Knowledge and skills To have experience of project/programme management, ideally with experience of managing projects in excess of 750k. To ensure appropriate staff and volunteer involvement in the Girlguiding CRM project and to ensure timely delivery of agreed goods and services. To manage project delivery teams, including external contractors. To prepare and maintain project documentation. To apply the principles of project finance, including monitoring and reporting of the programme s financial status, budgeting, timescale and reporting. Problem solving To identify and resolve problems that may occur in the Girlguiding CRM project by identifying and agreeing the most appropriate solution for each problem, with the least impact on the project s agreed time, quality and cost criteria. These problems are likely to be unprecedented, complicated and/or damaging to the success of the project. To resolve complex situations and to influence stakeholders in reaching outcomes which balance the need to move the organisation forward with the need to respect its values and ethos. To identify projects and programmes within other similar profiled organisations, to learn from best practice and possible approaches. To identify and recommend more efficient working practices within the remit of the brief. To adopt a pragmatic approach to addressing problems in the appropriate timescales, utilising priorities and impact assessments. Innovation To work at a strategic level and to identify possible solutions to a wide range of issues across the organisation using clear thinking, sound judgement and sensitive negotiation skills. To find ways of ensuring that the Girlguiding CRM project does not exceed budget and is delivered to high quality and on time. To negotiate with both external service providers and internal customers. To recognise areas for internal improvement and develop plans for implementing them. Planning & decision-making To produce, maintain and implement a project plan that supports the delivery of the Girlguiding CRM project.

7 To prioritise tasks and allocate work to members of the Girlguiding CRM project team, highlighting and potential resource conflicts to the Digital/Programme Board. To minimise risk to the project through the development of effective risk management strategies and contingency planning. Interpersonal skills To translate business requirements into a number of tangible deliverables and ensure that these are easily understood by all members of the project team. To work with people at all levels, including members of staff, volunteers and external stakeholders, to gain the buy-in required for the successful delivery of projects and programmes. To manage external suppliers effectively to ensure that the best possible levels of service at the best possible value are delivered to Girlguiding. To engage and influence colleagues and volunteers in order to reach a consensus on contentious issues. To ensure that the Digital/Programme Board and other governing groups within Girlguiding are kept appropriately informed of progress and issues in a clear and concise manner. To simplify complicated issues so that they can be clearly and succinctly communicated to audiences of various backgrounds. People development and leading To manage a group of both permanent and fixed-term project resources, including the Girlguiding CRM project team, volunteer stakeholders, and external contractors. To design and facilitate stakeholder workshops. Monetary responsibility To be accountable for a project budget with a value in excess of 750K. To prepare and report on financial status to the Digital/Programme Board. To ensure that the Girlguiding CRM project is delivered in a cost-effective manner at all times to benefit the charity. Additional information This is a key post at a time when Girlguiding is looking to improve its membership processes and systems, and utilisation of data. The Girlguiding CRM project will require a unique blend of strategic thinking, sound project management approaches, and flexibility to deliver the aims of Girlguiding. The post will include travel around the UK and some out-of-hours work. To undertake any other duties that may reasonably be required to fulfil the duties of this post.

8 Person Specification Criteria Assessment Essential or Desirable Skills PRINCE2, AgilePM or other project management A Essential qualification Certification in MSP or equivalent A Desirable Ability to combine logical and lateral thinking to analyse situations and identify a range of practical solutions or actions Ability to lead a project team with varying skills and experience Ability to establish and maintain key relationships with internal and external stakeholders Strong leadership qualities and the ability to motivate cross-organisational project teams to meet tight deadlines Experience of: Proven delivery of a large-scale MS Dynamics CRM implementation Managing budgets in excess of 750K A/I Desirable Matrix and virtual team management A/I Desirable Maintaining the alignment projects to organisational strategic direction Working at a senior level within a complex organisation A/I Desirable Leading people through a process of change Working in partnership with volunteers A/I Desirable Knowledge of: Project management tools (such as MS Project) and Microsoft Office applications Business analysis techniques and standards A/I Desirable Risk management techniques and applying them to project and programme management The relevance of the Data Protection Act and other legislation on business processes and practices A/I Desirable Values Commitment to the aims of Girlguiding A/I Desirable An appreciation of equal opportunities and its impact on the work of the organisation A = Application Form I = Interview T = Test

9 Terms & Conditions Contract Type This post is a full-time, 2 year fixed term post. Location You will be based at Girlguiding, Buckingham Palace Road, London SW1W 0PT. However, on occasions you may be required to perform your duties, on a temporary or permanent basis, from any other Girlguiding premises within a reasonable travelling distance of this location. You may be required to travel inside the UK on business of the Charity. Salary/Rate Your salary for the position is 42, per annum (includes London Weighting). Working Hours Normal hours of work are Monday to Friday 9am to 5pm with one hour for lunch. However, you may be required to work at times other than and in addition to your normal hours of work. Probationary Period The post will be subject to a probationary period of 26 weeks. Medical Check Upon successful appointment, you will be required to complete a medical questionnaire. Employment is subject to satisfactory receipt of a medical check. Holidays 25 days paid holiday per annum plus bank holidays. This increases after two years services as on 1 January to 26 days, and then a further one day for every two years of service, up to a maximum of 30 days for 10 years service and above. Holidays and bank holiday allowance will be pro-rata for part-time and fixed-term employees.

10 Terms & Conditions Notice Period During the probationary period, the period of notice required is one week by either party; and 12 weeks thereafter. Benefits Pension Scheme Upon completion of three months service you will be eligible to join the Girlguiding Group Personal Pension scheme. The scheme is contributory. Full details are available from Human Resources. Interest-Free Season Ticket Loan You may apply for a loan to assist you with your journey to work upon successful completion of the probationary period. Simply Health You will have access to a voluntary healthcare plan that provides cash to employees to cover the cost of everyday healthcare, dental and optical bills. For more information regarding the employee benefits at Girlguiding, please refer to the Employee Benefits Guide in the benefits section of the website.

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