Job description Job Title Responsible to Department Team Responsible for Salary Hours of work Length of contract Location of work CRM Manager Data Process and CRM Delivery Manager Fundraising Data and Supporter Relations 3 x Senior Data Officers 38,648 ( 35,590 basic + 3,058 London weighting allowance) Grade E of Mind s salary scales 35 hours per week Full Time Permanent Stratford, London Purpose of the job We re Mind, the mental health charity. We won t give up until everyone experiencing a mental health problem gets support and respect. We provide advice and support to empower anybody experiencing a mental health problem and we campaign to improve services, raise awareness and promote understanding. Mind employs about 250 staff and we have a small team of volunteers. Most staff are based in Stratford, East London. We also have an office in Cardiff and Manchester and a number of dispersed staff working across England and Wales. Mind s CRM system is CARE, a dot net database running on an SQL Server. We are in the process of rolling out CARE to the whole organisation. The CRM Manager will be responsible for managing and maintaining the live CRM (CARE) to ensure that it delivers the best possible information for teams across the organisation and for the charity s supporters. You will need to extensively liaise with colleagues across the organisation so as to obtain a thorough understanding of Mind s current and planned work though out the organisation. You will be responsible for ensuring data quality (in relation to the database) is maintained across the organisation. Scope of the job The Data and Supporter Relations team is a centralised unit which sits within the Fundraising department and is responsible for customer service and data management across the organisation. The team currently consists of the Head of Data and Supporter Relations, Data Processes and CRM Delivery Manager, Supporter Care Manager, Data Manager, three Senior Data Officers, Senior Supporter Care Officer, Data Insight Analyst, three Administrators and a number of Consultants working on the implementation of the new system across the organisation. You will work closely with the Fundraising and Marketing teams, assisting in the development and implementation of marketing programmes to deliver actionable supporter and business insight for the charity to: cost-effectively plan and improve outbound campaigns response and income; deliver charity KPI s; aid the charity s annual business planning cycle; inform management decision Feb 2016 CRM Manager JD + PS Page 1 of 5
making and effectively help manage supporter and user journeys to deliver ambitious supporter engagement. You will also be working closely with the Finance department, IT and CARE Technical helpdesk team in the management of the CARE system to data integrity is maintained. Mind aims to ensure that the diverse needs and interests of mental health service users, women, transgender, black and minority ethnic communities, lesbians, gay men, bisexuals, disabled people and people of all ages are reflected in all its activities. The CRM Manager will be expected to contribute to this aim. Key responsibilities Data and CRM Management 1. To take responsibility for data delivery and play a key role in the consultative process as the strategy evolves, suggesting and delivering CRM solutions that will help increase overall marketing effectiveness and ROI. 2. To support the CRM Delivery Manager to implement Mind s CRM strategy, which delivers technical enhancements and contact management solutions for better data management and usage across the organisation in order to meet business needs. 3. To implement data specifications, protocols and processes across the organisation and to regularly monitor the adherence to these to help deliver a single view of all supporter interactions regardless of channel. 4. To ensure that data entry, maintenance and cleaning are performed to the highest standards, working with the data team to design automated checking and auditing protocols. 5. To work with the Data Analyst and DBA to ensure reporting and dashboard requirements are managed and delivered in line with strategic plans. 6. To maintain a working knowledge of Data Protection legislation and work with the Information Governance Manager to communicate best practice to colleagues whilst providing day to day support with advice and guidance on Data Protection issues. 7. To design, implement and review organisation-wide database and business rules including the documentation of any new processes to be included in the end-user manual. 8. To work with the CRM Delivery Manager to design, manage and deliver a robust training strategy for end-users in order to encourage user adoption and data integrity. 9. To support the CRM Delivery Manager with implementation tasks, deputising when necessary and helping to drive strategic delivery across the organisation. 10. To work closely with the DBA to design and monitor key KPIs for the management of data and the CRM and provide regular reports of system performance to the CRM Delivery Manager. Feb 2016 CRM Manager JD + PS Page 2 of 5
Team Management and Development 1. To line manage the Data team in terms of personal development, performance review and coaching, enabling them to meet and exceed their performance objectives. 2. To internally champion the data team, ensuring they are included and considered as the first point of contact to provide advice and support on all things relating to data and CRM. 3. To manage and deliver the training and development programme for CRM end-users, ensuring that CRM use is consistent and effective across all departments and/or organisation. General expectations 1. To uphold and promote Mind s policies (including equalities, supervision and appraisal etc.) ensuring that their intention and spirit is followed throughout the Data and Supporter Relations team. 2. To be responsible for maintaining the quality and consistency of Mind s message and for ensuring that all activity is undertaken in such a way as will not compromise the good name of Mind or its legal or financial liability. 3. To be prepared to work flexible hours including evenings and weekends and to travel occasionally throughout the UK when required. 4. To attend and contribute to team and departmental meetings, supervision and appraisal process and training as required. 5. To represent the Data team on cross department working groups and represent Mind externally. 6. To maintain an appropriate level of confidentiality at all times. 7. To contribute towards making Mind a Greener workplace. 8. To undertake other tasks and projects compatible with the nature and grade of this post, as required. Feb 2016 CRM Manager JD + PS Page 3 of 5
Person Specification: CRM Manager Essential Criteria 1. Excellent understanding of CRM and data principles including automation, data structures, integrated systems, data importing and logic. 2. Experience of managing a data team and a range of CRM systems within the charity or NFP sector. 3. Hands on technical experience of managing CRM at super user or admin level. 4. Experience of monitoring and managing integrated communication plans and how to compliment these with the use of CRM. 5. Experience of designing and delivering end-user CRM training and measuring the impact on user adoption. 6. Experience of prioritising a demanding workload and that of a team, delivering to deadline and to the highest standards. 7. Supportive, pragmatic and logical approach to dealing with issues and problem solving. 8. Experience of troubleshooting system and data based technical issues, seeking input from others and having the confidence to make decisions. 9. Ability to manage others with sensitivity and respect, adjusting management style in order to get the best from individuals. 10. Ability to work effectively with a range of stakeholders, building and maintaining positive and professional relationships. 11. Determined, professional and resourceful approach, able to influence, persuade and interact effectively. 12. Working knowledge and understanding of the Data Protection Act and Gift Aid legislation 13. Experience of managing projects, and knowledge of project management principles. 14. Experience of managing CRM development projects including customisation and implementation of new features or functions. 15. Experience of managing, delivering and reviewing data SLA s. 16. Understanding of and commitment to the aims and values of Mind including a willingness to contribute to furthering equal opportunities and mental health user involvement policies throughout all work. 17. Willingness and ability to travel throughout England and Wales and to work unsocial hours on occasion. Feb 2016 CRM Manager JD + PS Page 4 of 5
Desirable Criteria 1. Previous experience of CARE CRM system. 2. Ability to understand and/or write SQL queries. 3. Knowledge of data analysis and insight principles. 4. Experience of managing suppliers and developers. 5. Experience of using a ticket management system to manage data requests. 6. Educated to degree level or above. 7. Direct or indirect experience of mental health problems. Feb 2016 CRM Manager JD + PS Page 5 of 5