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CRM Services Manager - Charity or Education

  • Location:

    Berkshire, England

  • Sector:


  • Job type:


  • Salary:

    £50000 - £55000 per annum + excellent benefits- 38 days hol,+ remote

  • Contact:

    Kate Balfe

  • Contact email:

  • Job ref:


  • Published:

    2 months ago

  • Expiry date:


  • Startdate:


Job Description

The CRM Services Manager will be responsible for the management and support of the internally and externally facing CRM system. They will lead on embedding CRM use in the programme teams to ensure users are comfortable and confident in their use of the system.

This role will work system users in our programme teams, in our delivery partner networks, and with programme participants. They will be the bridge from the programme teams to second line support in IT and with third parties.


Lead on CRM in the programme teams. Including:

    • Developing training materials (written and video) for the central team and our network of delivery partners
    • Creating short training guides for our portal users
    • Holding live training sessions and drop-ins
    • Acting as a first point of contact for system users
    • Compile Frequently Asked Questions (FAQs)
  • Manage relationships with external suppliers and service providers to ensure compliance with contracts within best value principles. Working with colleagues from IT and programme teams to identify approved suppliers or new partnerships
  • To cascade training as needed to testers
  • To monitor and maintain our CRM integrations (manual and API with both internal and external systems); monitoring performance, resolving errors found in the data, and liaising with third party support


  • Good IT proficiency with an understanding of how systems work individually and how they work together in order to train staff and delivery partners in their use
  • Proficient understanding of Web Content Accessibility Guidelines (WCAG) 2.1 accessibility guidelines
  • Awareness of digital design principles; re-use, UX, accessibility
  • Understanding of software development tools, testing methodologies, application and database performance, web services technologies
  • Excellent knowledge of Microsoft Office365, Dynamics365 or other CRMs, and other software packages


  • Working knowledge of MS Dynamics/enterprise CRMs (as an end user)


  • Experience of supporting end users i.e., induction to systems and preparing training materials
  • Understanding of various project management methodologies and experience working with their frameworks
  • Project Management experience, working within a framework like Prince 2
  • Evidence of successfully working in a team


  • First line support for end users (reaching multiple sites, accounts and passwords, data updates)
  • Portal abilities - web content management; understanding of forms and fields
  • Remote user support, training and guidance
  • Strong communication skills with the ability to lead the workstream and engage effectively with others, both internally and externally
  • Change management understanding - ability to work with users closely to drive engagement and embedding of new processes and solutions
  • Be organised and efficient with previous experience in a technical role and possess excellent communication skills


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