CRM AND APPLICATIONS MANAGER (DYNAMICS) JOB DESCRIPTION AND PERSON SPECIFICATION

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1 CRM AND APPLICATIONS MANAGER (DYNAMICS) JOB DESCRIPTION AND PERSON SPECIFICATION

2 1. Job details Job Title: CRM and applications manager (Dynamics) Responsible to: head of digital and communications (line manager) and executive director of volunteering and development (SMT CRM sponsor) Directorate/Department/Team: volunteering and development/digital and communications 2. Job purpose To support the executive director of volunteering and development, and the business intelligence group in managing and developing an effective CRM (Dynamics), including advising on the development of CRM strategy, maintaining a resilient infrastructure, and supporting effective use and adoption of new ways of working. To support the director of planning and resources and the head of finance in ensuring effective use of our finance system (Dynamics GP) and its integration with CRM. 3. Dimensions The CRM is used by c110 users and GP by c25 users. They are critical tools for almost all areas of NCVO s work and support income generation activity across the organisation. The post holder is responsible for developing and supporting a team of super users including a CRM lead. The post holder manages a budget and other expenditure of between 50 and 100K per annum. The post holder is responsible for leading and/or supporting technical developments and improvements to business processes that will support income generation across NCVO. The role forms part of the digital and communications team but works with and across the whole organisation, for example having responsibility for embedding the culture of effective customer relationships management across the organisation.

3 4. Organisation chart Head of Digital and Communications Web (four posts) Online Engagement (four posts) CRM and Applications Manager (Dynamics) Brand, publishing and admin (two posts) 5. Main accountabilities of the post 1. Support and advise the business development group to develop CRM strategy 2. Develop the CRM system, including: Prioritise business requirements for new developments and the development of existing functionality Undertake business analysis and develop new functionality for new teams, services or projects Manage testing and UAT Ensure effective integration with other systems (primarily Dynamics GP and web database) Build, test and optimise communications and system related workflows 3. Develop our use of Dynamics GP, including: Exploring the potential to use additional modules Manage testing and UAT Ensure effective integration with Dynamics CRM 4. Ensure high quality reporting of business intelligence, including: Undertake regular system usage reviews Provide data insight and analysis for system and business improvement Develop reports as required by teams and departments 5. Ensure high quality training and support for users, including:

4 Provide support and training for CRM super users Provide support and training to the finance team Support super users to develop appropriate training programmes for end users Ensure that super users are providing effective first-line user support Provide second-line user support 6. Maintain appropriate infrastructure and software for Dynamics CRM and GP, including: Monitor hosted environment storage use Monitor and maintain test and live application environments Manage performance (e.g. reporting on workflow, log build up etc.) Manage/coordinate bug fixes Maintain appropriate records of customisations Manage upgrades 7. Support and advise colleagues responsible for data and data interfaces 8. Manage user access to CRM, including Define user access roles and responsibilities for general users Create appropriate security roles as appropriate 9. Service the business intelligence group, including Draft and circulating agendas and papers Maintain the risk log Maintain the action log 10. Manage the supplier(s) of Dynamics systems (CRM and GP) Manage development and enhancements with the supplier Ensure that appropriate levels of support are provided in line with the support contract 11. 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 11,000 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.

5 The volunteering and development department is led by the executive director of volunteering and development and is of one of four departments at NCVO. It comprises 3 functions: digital and communications team; infrastructure development team; and volunteering development unit. The digital and communications team leads and develops NCVO s digital and online work, including: Management of web development (across a broad range of websites). Online content strategy. Online engagement culture and practices. Digital literacy, skills and confidence across the organisation. Communications campaign planning across 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 three departments are enterprise, volunteering and development, and planning and resources. NCVO is an Investor in People and Positive about Disabled People. 7. Autonomy and decision-making The post holder will work closely with the business intelligence group and CRM sponsor on CRM and applications strategy, providing advice and technical input to ensure the organisation s needs are best met. The post holder is expected to make autonomous decisions in relation to day to day CRM and applications matters. The post holder is authorised to negotiate with external suppliers unless agreed otherwise with the director. 8. Communications The post holder communicates both internally and externally with a wide range of people and organisations.

6 Internal Communicates regularly with staff at all levels across the organisation. Influences at senior level to determine the most appropriate ways to manage and develop CRM and other applications and their use External Communicates and negotiates externally with a range of suppliers 9. Main areas of difficulty The postholder is expected to have a high level of technical expertise and will be required to make judgements and provide advice to senior decision makers. NCVO s CRM system went live in autumn Prior to this most of the organisation did not use a CRM and therefore we are early in our journey of embedding new ways of working. Effecting culture change is notoriously difficult and the post holder will be expected to play a key role in this, supported by super users and the business intelligence group. NCVO relies on a team of super users to provide support for staff. The super users have busy jobs and the CRM Manager needs to motivate, support and influence them to effectively support changing working practices across NCVO. NCVO is a busy and complex organisation which regularly develops to takes on new products, services and programmes. There are therefore many competing requirements for CRM. Tact and diplomacy will be required as well as prioritisation and expectation management. NCVO now relies on a set of integrations between systems to conduct business and provide a good customer experience. Whilst this creates opportunities, it also increases complexity and requires an understanding of the entire system and the dependencies between them. In addition to the integration between two Dynamics products (CRM and GP), CRM is integrated via an API to a custom-built web database which captures critical online user data. NCVO has invested in a new CRM system and has set aside budget for further development. However, opportunities and needs for development will always outstrip the available budget and the post holder will be expected to work creatively and manage suppliers tightly in order to ensure value for money. 10. Essential knowledge and skills required Knowledge 1. Very high level of analytical skills 2. Prince 2 Practitioner

7 3. Working knowledge of the principles of the Data Protection Act 1998 and how it relates to the storage, retention and use of personal data 4. Knowledge of the Microsoft Dynamics Family (CRM and GP) Skills 5. Highly organised, able to manage their own time and that of others effectively 6. Excellent communicator, both verbal and written, with experience of writing a range of documents for different audiences, including technical specifications, policies and board reports 7. Developed negotiation skills, especially in relation to contract delivery 8. Creative thinker in respect of problem solving and conflict management Experience 9. Significant experience of managing a CRM system, preferably MSDynamics 10. Experience of managing integrations between CRM systems and other systems 11. Experience of analysing business processes 12. Experience of supervising and coaching others 13. Experience of designing and delivering training 11. General information To, at all times, adhere to NCVO s policies on: Equal Opportunities Diversity and Dignity at Work Health and Safety Confidentiality No Smoking Environment and Sustainability

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