Head of CRM

Head of CRM

Location: Remote/Hybrid (occasional travel to London)
Contract: Permanent, part time - 3 days per week

The Role

We are looking for a Head of CRM to lead the organisation's CRM function and maximise the value of its Salesforce platform.

The successful candidate will take ownership of Salesforce, improve how teams use the system, ensure data is accurate and well managed, and develop the long-term CRM strategy.

Initially, the focus will be on embedding and optimising the Salesforce platform following its implementation. Longer term, you will own the CRM roadmap and identify opportunities to improve systems, processes, reporting and user experience.

Key Responsibilities

• Own and develop the organisation's CRM strategy and roadmap.
• Act as the internal Salesforce subject matter expert and Product Owner.
• Manage and optimise Salesforce Nonprofit Cloud/NPSP.
• Improve CRM adoption across the organisation.
• Configure Salesforce objects, fields, workflows, validation rules and automation.
• Build and improve reports and dashboards.
• Manage CRM integrations with other systems.
• Oversee CRM releases, changes and system improvements.
• Manage Salesforce data quality, cleansing and duplicate management.
• Develop and maintain data governance processes.
• Ensure CRM processes comply with GDPR and relevant data protection requirements.
• Support fundraising, marketing, programme delivery and impact reporting through CRM data.
• Develop CRM training, guidance and documentation.
• Act as the main point of contact for Salesforce partners and suppliers.
• Manage CRM licences, suppliers and budgets.
• Lead CRM-related change and continuous improvement.

Essential Experience

• Significant experience working with Salesforce CRM.
• Experience with Salesforce Nonprofit Cloud or NPSP.
• Previous experience in a UK charity/not-for-profit, membership or similar organisation.
• Experience leading a Salesforce implementation, transformation or major optimisation project.
• Strong Salesforce administration and configuration experience.
• Experience with Salesforce Flow, automation, objects, relationships, permissions and validation rules.
• Experience building Salesforce reports and dashboards.
• Experience managing CRM integrations and data migrations.
• Strong understanding of CRM data governance and data quality.
• Knowledge of UK GDPR and data protection.
• Experience driving user adoption and organisational change.
• Strong stakeholder management skills, including working with senior leadership.
• Experience providing Salesforce training and support.
• Salesforce Administrator certification is desirable.

Desirable Experience

• Salesforce Marketing Cloud Account Engagement/Pardot.
• Salesforce Experience Cloud.
• Grants management.
• Payment integrations such as Stripe or FinDock.
• Experience with fundraising CRM systems.
• Experience managing small CRM or data teams.
• Experience within the sport, charity or social impact sector.