The CRM Manager will lead the strategic development, optimisation and ownership of our Salesforce-based CRM system, ensuring it supports the charity's business strategy, operational priorities and charitable objectives.

As Product Owner for Salesforce, the postholder will develop and deliver the CRM roadmap, balancing organisational priorities, user needs and technical opportunities to ensure the platform continues to evolve. Working collaboratively across the organisation, they will identify opportunities to improve processes, solve operational challenges, increase automation and maximise the value of the CRM.

The successful candidate will champion continuous improvement, confidently challenging existing ways of working, introducing new ideas and supporting colleagues to embrace change. They will ensure the CRM effectively supports programme delivery, stakeholder engagement, communications, monitoring and evaluation, while maintaining high standards of data quality, governance and user experience.

Following the implementation of Salesforce, the CRM Manager will play a key role in embedding and developing the system across the organisation. This includes leading user adoption, onboarding and training, refining business processes, and ensuring the platform remains scalable as the charity continues to grow.

The role will also maintain oversight of wider digital systems and IT development, ensuring CRM integrations and related technologies are aligned, efficient and future-ready.

Key objectives of the CRM system

Enable efficient and scalable delivery of national programmes, partnerships and events.
Strengthen stakeholder and partner relationship management.
Improve data quality, accessibility and governance.
Support robust reporting, monitoring and impact evaluation.
Automate core processes to reduce administration and improve efficiency.
Promote user adoption through effective training, support and continuous improvement.