JOB DESCRIPTION. Job Title: 1. CRM Database Administrator (9 month Fixed Term Contract)

Transcription

1 JOB DSCRPTON Job Title: 1. CRM Database Administrator (9 month Fixed Term Contract) Department:. nformation Technology Salary Band:. 8,000-45,000 Reporting to: 4. CRM Services Manager Direct Reports: 5. None Location: 6. London office, West Kensington W14 8RR About us ndependent Age is a charity founded over 150 years ago to provide older people and their families with clear, free and impartial advice on the issues which matter to them. n 015 we began an ambitious 5 year programme to greatly increase the impact of ndependent Age by significantly expanding our services and campaigning activities. By 00 we aim to: 1. Have increased our support for the most vulnerable and in need by tenfold. Distribute our resources to over one million people annually. Respond to over 100,000 enquires each year 1

2 4. Double the number of regular visits and calls to lonely older people 5. ncrease our influence on government Our values The T Department The role sits within the T Department, a key support function within the Resources Directorate and led by the Head of T. ts primary purpose is to support the delivery of the charity s strategic commitments to its many stakeholders. This is achieved by providing a joined-up approach to working across the charity in three core areas: i. Technology ii. nformation Systems iii. Data & nformation iv. Telephony The department is a key support function and as such aims to provide a customer centric T/CRM service which is innovative and where staff are provided with the tools, systems and support they need to be able to carry out their job roles efficiently and effectively in support of older people. The team takes a proactive and collaborative approach to working and providing T/CRM services across the whole charity. The team will ensure it is approachable, knowledgeable and, above all, helpful to all staff, trustees, and volunteers at all times. The T/CRM team supports both London based office staff, regional offices and home workers across Great Britain. ndependent Age also hosts the Campaign to nd Loneliness (CTL) which operates out of Holborn Offices for which T support is provided by the London Office. Job Purpose Work Together "We work together internally and with outside partners to achieve big results" Trust and Respect "We act with honesty, openness and integrity and recognise the contribution each of us makes" Older People and ndependence "We put older people at the heart of everything we do" The post holder is responsible for providing development on CRM and other systems. Working closely with the CRM Services Manager and CRM team members, the CRM Database Administrator will be responsible for: Think Big "We are bold, willing to take responsibility and to adapt Be ffective when we need to" "We deliver a high quality service, using our resources well to deliver value"

3 i. Developing a variety of reports. ii. Campaign data selections for Charity communications. iii. Capture, analyse and translate business requirements into clear specification documents and data selection briefs. iv. Database issue troubleshooting and resolution. Main Duties The main duties are as follows: Reporting development 40% Work with stakeholders to capture detailed requirements, seek sign off, updating documentation as appropriate. Develop reports, in accordance with detailed requirements and reporting format guidelines. nsure reports delivered are to the desired quality and consistency. nsure process is followed seeking sign off and satisfaction from stakeholders. Provide training and if appropriate documentation to users of reports to ensure they understand what has been delivered and how to use it. nsure CRM team members are kept up to date regarding reports that have been developed. Follow the change management process where changes are required. Campaign data selections 0% Work with stakeholders to understand requirements for campaign data selections. nsure a clear and unambiguous data brief is written, appropriate segmentation is chosen and deadlines are agreed. Build queries to select data in accordance with the brief and to required standards using SQL and thankq mailing manager. xport and clean data using external data cleaning organisations within the deadlines agreed. nsure the quality of the production of campaign data by assisting with quality control checks on others campaign selections. nsure data protection rules are adhered to at all times and processes to ensure compliance and customer satisfaction are followed. Database issue troubleshooting and resolution 0% Work alongside CRM team members to, in a timely and methodical fashion resolve logs, reported by database users and seek satisfaction before closing. Ability to prioritise workload effectively. scalate relevant issues to appropriate members of the CRM team. scalate relevant issues to Access (thankq database developers) support and development teams, ensuring timely follow up and satisfactory completion. Make recommendations for process or other improvements that could reduce numbers of logs. Assist with the writing of specification documentation for database development. Knowledge transfer and communications 10% Facilitate knowledge transfer and skills to the CRM team.

4 Develop clear technical documentation and user guides. Present reports, analysis and insight to internal stakeholders in an engaging way. Translate technical information and solutions for a non-technical audience. Other tasks/ requirements of the role 10% To work on projects as part of the resources and other divisions work plans, within the organisational project management framework. To apply the principles of data protection at all times. To maintain currency of knowledge with respect to relevant technology, software, equipment and systems. Job descriptions cannot be exhaustive and so the post-holder may be required to undertake other duties which are broadly in line with the above key responsibilities. ndependent Age is committed to equality of opportunity and of eliminating discrimination. All employees are expected to adhere to the principles set out in its qual Opportunities Policy and all other relevant guidance/practice frameworks. 4

5 Criteria Requirements PRSON SPCFCATON ssential () Desirable (D) vidence Source: Application (AF) nterview () ducation & Qualifications 1. A Level standard of education or related technical qualifications and/or experience in a related discipline.. xperience of utilising elicitation techniques and accurately understanding and capturing requirements from stakeholders.. xperience of writing complex SQL, including stored procedures, triggers, functions, views. 4. xperience of selecting data for Campaign Communications and advising on segmentation. AF/ AF/ AF/ AF/ 5. xtensive experience of developing reports using tools such as Visual Studio/Report Designer 010/01 or above, Power B, Tableau, SSRS, SSAS, cubes or similar tools. AF/ xperience & Knowledge 6. A good understanding of Microsoft Office and its component parts, especially Advanced xcel including pivot tables, v-lookup, macros. 7. Knowledge of Data Protection legislation and how it relates to CRM systems and communications. 8. Knowledge of testing and validation techniques. 9. xperience of data cleansing, deduplication techniques. 10. A good understanding of database administration functions and the techniques used to maintain a stable, accessible, secure system. 11. xperience of administering contact management databases in charities, ideally fundraising, campaigning or service provision databases. 1. xperience of resolving helpdesk logs relating to CRM system. 1. Professional, proactive, approachable, good communication skills, attention to detail, able to understand complex concepts, whilst keeping an eye on the bigger picture. 14. xperience of writing and implementing policies, procedures and best practice processes. 15. xperience of writing technical specification documents for rd party development. D D AF/ AF/ AF/ AF/ AF/ AF/ AF/ AF/ AF/ AF/ 5

6 nfluencing Managing relationships and partnerships Working collaboratively Communication and presentation skills Negotiation skills Networking ability Adaptability mpowering skills Skills & Abilities ntellect ntellectual capacity Analytical ability Conceptual thinking skills nnovation and creativity Numeracy and statistics skills mpact Can do attitude/perseverance Results focus Judgment/decisiveness Commercial acumen Diligence and resilience Confidence/gravitas Customer focus 6