CRM Administrator

As a CRM Administrator, you will be responsible for the administration, configuration, and ongoing support of the Hospice’s CRM system.

You will work closely with Fundraising, Trading and Finance teams to ensure that the CRM tool meets the Hospice’s needs and supports customer/donor engagement strategies.

System Configuration and Maintenance:
Configure and maintain the CRM system (Donorflex / Donorfy)
Ensure system settings, data structures, and user permissions are optimised
Perform regular updates, system patches, and troubleshoot issues related to CRM functionality
User Support and Training:
Provide support to users across departments regarding CRM usage and functionality
Conduct training sessions for new users and provide ongoing training for existing users
Assist in creating user documentation and guidelines for CRM usage
Data Management:
Oversee data quality and integrity within the CRM system, ensuring data is accurate, clean, and properly categorised
Assist the CRM Manager with processes to monitor data import, export, and integration with other systems
Regularly audit the CRM database alongside CRM Manager to remove duplicates, correct errors, and maintain high-quality data
Reporting and Analytics:
Alongside the CRM Manager, create, manage, and optimise reports and dashboards to track key performance indicators (KPIs) for sales, marketing, and customer service teams.
Provide analysis and insights on customer data to inform business decisions and strategies
Collaboration with Teams:
Work closely with Fundraising, Trading & Finance teams to align CRM functionality with Hospice requirements
Support the development and execution of marketing campaigns, ensuring integration with CRM systems for accurate tracking and reporting.
System Integrations:
Support the CRM Manager to ensure smooth integration of the CRM system with other software platforms
Security and Compliance:
Assist the CRM Manager to ensure that the CRM system complies with data protection laws and company security protocols (e.g., GDPR in the UK).
Monitor and enforce proper security practices to protect customer data

Qualifications, Skills, Experience, Knowledge & Approach

A degree in IT, Business Administration, Marketing, or a related field is desirable but not essential
Relevant CRM administration
Strong problem-solving and troubleshooting skills.
Ability to manage multiple priorities and work independently.
Strong organisational and time-management skills.
Attention to detail and a commitment to maintaining high-quality data.
Experience working with stripe
Experience working with Donor Flex/ Donorfy is desirable
Experience carrying out data imports

Key Accountabilities, Responsibilities & Tasks

Communication

Strong communication skills
Excellent relationship building skills

Internal & External Contacts

CRM Manager & fellow CRM Administrator
Fundraising, Trading & Finance Teams
CRM database support organisations

Decision Making

Analytical thinker – ability to analyse data
Strong problem solver

Mental and Physical Consideration. Working Conditions & Environment

Commitment to the aims and ethos of the Hospice
Continually strive to improve the business
Development of others to succeed
Keen to develop self within role
Ability to work alone with guidance and support from manager
Frequent interruptions with unpredictable workload

Health & Safety

Understand and comply with all Health and Safety, Fire and Infection Control regulations
Complete all mandatory training and ensure compliance of direct reports and contractors

Safeguarding

Act in a manner at all times to safeguard the interests of individual patients/clients and their families and justify public trust and confidence in the Hospice of St Francis