CRM & Data Manager

WIG, a registered charity, is an independent, not-for-profit corporate membership organisation. Our philosophy is underpinned by our values: Creative, Open-minded and Trusted. Our charitable purpose of promoting mutual understanding between the sectors is delivered through a range of activities in the following three areas:

• Talent – offering the transfer of experience and expertise to another sector through mentoring, secondments, non-executive appointments and charity trustee roles;
• Events and networks – briefings, roundtables, workshops and conferences to explore latest policy and share best practice from the public, private and not-for-profit sectors;
• Leadership development – developing leadership skills at all career levels in a cross-sector environment.

Reporting to the Head of Marketing & Data, and sitting at the heart of the organisation, this pivotal role is a diverse and hands-on opportunity to take ownership, and be accountable for the CRM, data usage, behaviours and data protection. The successful individual would have the chance to make this role their own, improving processes and innovating ways of working. They would also project manage and play a critical part in the upgrade of our current CRM to Microsoft Dynamics 365.

  • Role
    The successful individual will be a key member of the team working across the organisation to support best practice in data storage, processing and interpreting. A natural ‘data scientist’, the person in this role will be able to reliably support internal customers in their understanding, adoption and use of good data practices, while seamlessly managing key relationships with external suppliers.

    Specific Role Responsibilities
    • Provide single point of ‘ownership’ of the CRM, data and data protection;
    • Provide subject matter expertise to the wider WIG team;
    • Ensure the ongoing integrity of data, which will require a hands-on approach;
    • Perform data analysis as needed for various business requirements, including but not limited to KPIs and
    member engagement statistics;
    • Provide clear processes and procedures for the CRM and data management;
    • Ensure sufficient audit and control procedures are in place to protect the integrity of data and the efficient use
    of CRM;
    • Provide CRM user training for existing and new users;
    • Own all CRM documentation and changes;
    • Optimise the benefits of the CRM in supporting the business (data imports, bulk updates, ad hoc analysis);
    • Exploit the user configurable functionality of the CRM (for example custom views, charts, dashboards and
    reports);
    • Work closely with the Marketing and delivery teams to maximise impact of direct marketing via our chosen
    application from Click Dimensions;
    • Keep abreast of new developments in the CRM marketplace and inform senior management of any decisions
    to be made;
    • Monitor data synchronisation between the CRM and the website. Reporting of issues to respective vendors;
    • Manage CRM change requests from users, co-ordinate delivery of systems development – either internal or
    with an external partner;
    • Produce and own a roadmap for delivery of changes and systems improvements.
  • Specific Role Responsibilities
    Essential
    • Experience of MS Dynamics 2016 (and ideally D365) CRM administration and configuration;
    • Knowledge and awareness of data protection regulations and implementing organisational policies;
    • Ability to coach and train users on CRM platforms and data practices;
    • Strong communication skills with an ability to build bridges between technical and non-technical staff;
    • Ability to influence and guide stakeholders at all levels of seniority;
    • Analytically minded with a good understanding of data;
    • Strong organisational skills, with an ability to prioritise;
    • Advanced Microsoft PowerPoint, Word and Excel skills;
    • Working knowledge and experience of CRM, integration with website and email marketing systems, including Click Dimensions

    Desirable
    • Ability to interpret data in order to influence business decisions;
    • Understanding of social analytics and integration with CRM;
    • Formal qualifications in Microsoft Dynamics CRM applications administration and configuration.
  • Person Specification, Values & Behaviours

    Essential

    •    Experience of MS Dynamics 2016 CRM administration and configuration;
    •    Knowledge and awareness of Data Protection regulations and implementing organisational policies;
    •    Ability to coach and train users;
    •    Strong communication skills with an ability to build bridges between technical and non-technical staff;
    •    Ability to influence and guide stakeholders at all levels of seniority;
    •    Analytically minded with a good understanding of data;
    •    Strong organisational skills, with an ability to prioritise;
    •    Advanced Microsoft PowerPoint, Word and Excel skills;
    •    Working knowledge and experience of CRM, integration with website and email marketing systems. 

    Desirable

    •    Ability to interpret data in order to influence business decisions;
    •    Understanding of social analytics and integration with CRM;
    •    Formal qualifications in Microsoft Dynamics CRM applications administration and configuration. 

    Values and Behaviours

    •    Embodiment of WIG Values internally and externally – Creative, Open-Minded, Trusted;
    •    Flexibility – need for an ‘all hands to the pump’ attitude when the organisation is particularly busy;
    •    Enthusiastic, confident and self-aware;
    •    Excellent interpersonal skills – an adaptable style to suit different people, cultures and situations;
    •    Ability to work effectively on own initiative and as part of a team;
    •    Self-reliant, good problem solver, results oriented;
    •    Responsive to users’ needs as well as able to implement good practice and influence wider behaviours. 

    You will have the opportunity for personal development. WIG invests in the training of its staff, and all are expected to show commitment to personal learning and professional development.

  • Terms of Employment and Employee Benefits

    The position is available on a permanent, full-time basis and is based at our newly refurbished office near St James’s Park. We offer a flexible working space, with an environment designed for various types of work. 

    A salary of between £38,000 to £42,000 (dependent on skills and experience) will be payable. A suite of benefits is available to WIG employees, including an interest-free annual season ticket loan, 5% pension contribution, a BUPA ‘Classic’ health check every two years, employee support programme and complimentary fresh fruit & vegetables in the office.  

    Holiday entitlement for full-time employees is 25 working days per year. Staff who have completed two years’ service are entitled to 27 working days per year.

    In addition to the above entitlement, staff receive extra leave over Christmas when the office is closed.

    WIG is keen to ensure that we appoint someone with the right skills, experience and commitment and is always willing to consider flexible working arrangements (including part-time working) for the right candidate.  

  • Application Process

    •    Please apply with a CV, Equalities Monitoring Form (downloadable below) and cover letter (maximum 500 words), setting out your reasons for applying and how you meet the criteria by email to Catherine Clarke, Head of Marketing & Data at The Whitehall & Industry Group – [email protected] 
    •    If you have any questions about this opportunity, or would value a confidential discussion, please contact Cat Clarke, Head of Marketing, The Whitehall & Industry Group on 020 7222 1166 or [email protected]   
    •   Please let us know if you need any support with your application. WIG is an equal opportunities employer committed to inclusion where diversity and fairness is respected, valued and celebrated.

    Equalities Monitoring Form.docx 3 CRM & Data Manager, October 2021.pdf