Level of Disclosure Check Required and Related Workforce: Enhanced

Transcription

1 Job Description General Information Job Title Head of CRM, Data and Insight Team CRM and Data Team Job Location Andover Reports to CEO Number of Direct Reports 2 Matrix Reporting Lines to: This role works closely with the fundraising team, communications team, suppporter care team, services team and finance team Level of Disclosure Check Required and Related Workforce: Enhanced Overall Purpose The Macular Society aims to beat the fear and isolation of macular disease by funding world-class research and providing the best advice and support. As Head of CRM, Data and Insight, this role will lead the data team, ensuring that supporter data and analytical insight play a key role in driving improved performance and strategic decision making. The Head of CRM, Data and Insight will also be responsible for the management and maintenance of our CRM system, CARE. 1

2 The role will be based in Andover, with occasional travel to other parts of the country. Hours of work are 9am to 5pm Monday to Friday, with occasional evening or weekend work to cover events and training. CEO Head of CRM, Data and Insights Database Administrator Database Administrator Key Accountabilities of the Role Leading and managing the Database team, this role will lead the development and enhancement of new and existing programs and reports; will help identify, recommend, specify and develop solutions that meet the needs of the growing Society; and will be responsible for supporting the various departments in their usage of our CRM, the CARE system. Key Accountability 1 Use data and insight to highlight and influence areas where we can achieve transformational change in our Fundraising programme, helping to achieve our Fundraising Strategy. 2

3 2 Use supporter data and analysis to impact organisational performance, and analyse data structures and processes to identify weaknesses and opportunities for change. 3 Responsible for the smooth operational running of the CRM system. 4 Design and produce quality data insight reports to assist in the improved performance and strategic decision making for the Society. 5 Leading the Database team: responsible for building and retaining a high performing team who actively and enthusiastically engage with the wider organisation in their daily roles 6 Leading the Database team: Line management of Database administrators, ensuring performance objectives are set that enable Data to be used by our Fundraising and Services teams to better understand what we know about our audiences, and improve campaigns and service delivery. 7 Ensure that supporter data use remains compliant with legislation and regulations. 8 Drive the digitalisation and modernisation of supporter data and administration activities, automating manual processes as required. 9 Provide support for all departments on their use and development of the CARE system. 10 Develop and implement robust training for all staff using the CARE system, including manuals and induction training. 11 Manage a wide range of automated tasks producing reports and data files, importing and exporting data; design and develop new automated tasks and programs, leading the database team with user departments to develop practical, robust solutions. 12 Perform accurate data selections, create mailing files for Society appeals and membership mailings. 13 Assist, when required, with direct debit processes, lodging payment and mandate files, making necessary amendments in line with BACS receipts 14 Coordinate and manage new release testing and implementation. 15 Work collaboratively with Database administrators and provide assistance on the following; Prepare and extract data or figures 3

4 accurately, as required, for mailing or analysis purposes; Import data from various sources as required, defining robust processes, ensuring compatibility of data fields and data quality; Update system tables and configuration settings and set up approved new codes, products, activities and users. All employees will be expected to comply with The Macular Society terms and conditions, rules, policies, procedures, codes of conduct, quality standards, authorisation processes, risk management policies etc. and relevant external regulations. The post holder is required to carry out other such duties as may reasonably be required, commensurate with the grade of this post. All employees will be expected to excel in being customer centric, demonstrate advocacy for The Macular Society at all times and be a fundraiser. Competencies 1. Supports their team and colleagues as appropriate 2. Works well with others across the organisation 3. Is committed to quality and service 4. Understands how The Macular Society operates and follows agreed procedures 5. Delivers their objectives and core activities as required 6. Takes responsibility for their own performance and development, and in particular is committed to continually improving their digital skills and knowledge. Person Specification Factor Essential Desirable Job specific skills and experience Strong working knowledge in a fundraising CRM, knowledge and experience in database administration. Proven ability to lead, motivate and develop a technical team with solid experience of working with a complex CRM. 4 Expertise in using supporter data and analysis to impact organisational performance as well as the ability to successfully influence technical and non-technical

5 Experience of data analysis for supporter care teams. Ability to analyse data structures and processes to identify weaknesses and opportunities for change. Outstanding leadership and communications skills with excellent interpersonal ability to ensure quality decision making and communications around data. Strong data project delivery experience. stakeholders at all levels of the organisation. A working knowledge of current data protection and fundraising compliance legislation and how it relates to CRM use. Experience of using CARE-NG. Working for a charity. Knowledge of and empathy with issues relating to sight loss. Knowledge of, and the ability to write and understand SQL. Knowledge of database and mailing processes involving complex data selections and report writing. Commitment to high standards in all areas of work. Diplomacy, with a high level of enthusiasm. Ability to work independently under own initiative and cooperatively as part of a team Ability to multitask and prioritise multiple projects and work streams. 5

6 Knowledge Strong IT skills including CRM, Databases, Word, Excel, PowerPoint, Outlook. Experience of SQL Server Reporting Services (SSRS) SQL programming and query writing experience using SQL Server. Knowledge or experience of job automation tools. Eligibility to work in UK Volunteering Proof of identity and eligibility to work in the UK. From time to time you may be asked to support / volunteer your time (TOIL available) at Macular Society events that take place outside of normal working hours. Safeguarding The Macular Society is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to demonstrate this commitment. This job profile is accurate as at the date shown below. In consultation with the post holder it is liable to variation by management to reflect or anticipate changes in or to the role. 6