CRM and Analytics Manager

About the team

The Digital team was created in 2022, with aims including ‘to update our use of systems so that they better meet our needs, provide answers more quickly and easily, and increase the robustness and efficiency of the ways we use data’ as well as to ‘help us change the way we work, not just the systems we use.’

Until now a one-person team, we are adding the CRM and Analytics Manager role to provide a greater focus for development of our key data systems, and to meet increased demand from across Impetus as we drive use of CRM. The team works cross-organisationally, providing development for, collaborating via established working groups with, all teams within Impetus.

About the role 

We are looking for a talented professional with a passion for maximising the value of data, who is looking to join an organisation where they can put their skills to use across all aspects of our operations. You will join at a key time to develop and embed our work in this area, providing key support to all of our teams as well as expanding and improving the range of data available to us.

You will lead on the development, administration, and staff engagement with, and training on, our Salesforce CRM system. This will include data from, and collaboration with, all departments of Impetus, including our donors and prospects, our collaboration with partner charities, and our communications with email audiences. You will also manage the relationship with our existing Salesforce partner agency, drawing on them for additional support resource and coordinating broader development projects.

You will also aggregate, visualise, and draw relevant insight from data across our systems, including Salesforce, Google Analytics, and our social media platforms. In time, we will look to combine our own data with other external and open data. Since Impetus is in the early stages of making the best use of this cross-systems, cross-organisational data, you will have broad freedom and responsibility to set the overall direction of development, in collaboration with relevant teams, as well as the specific dashboards and other outputs that you create.

The successful candidate will have experience developing and drawing value from Salesforce, including both technical development and collaborating closely with teams to drive engagement and best practice. You will also have experience of working with a broad range of data to produce high quality visual and analytic outputs and a commitment to enabling data-driven decision-making.

This position requires someone that can collaborate with a wide variety of teams as well as frequently working independently and with a high degree of autonomy. You will be able to own CRM for an impactful, curious, and growing organisation, as well as providing it with the usable insight it craves to further grow and deliver impact.
 

Key responsibilities

CRM:

• Own the development and administration of our Salesforce system
• Work with all teams at Impetus to maximise their engagement with Salesforce and provide relevant training
• Collaborate with our Salesforce support partner to leverage additional administration, and development project, resource
• Gather information and data to identify business requirements and processes for adding to, or further developing on, Salesforce.
• Evaluate technical solutions in terms of meeting business requirements.
• Work closely with stakeholders, including the project team, to ensure requirements are fully and accurately understood.
• Collaborate with the Comms team to ensure we are making the most effective and efficient use of Pardot for our email lists. 
• Develop reporting within Salesforce.
• Answer staff queries and ad hoc requests.

Analytics:

• Lead the development, and administration of our data integration and transformation and Data Warehouse systems
• Lead the development of our organisational reporting (initial development in Domo, but likewise open to moving to e.g. PowerBI)
• Working with the Comms team, developing and reporting from Google Analytics
• Identifying and using open data, for example from government departments around employment and education

Collaboration:

• Aiding the development of a culture of data literacy and data-driven decision-making across Impetus
• Working with charity partners to develop foundational data and reporting capabilities
• Working with third parties providing data and insight to our partners or the wider sector

Person specification

Essential:

• Advanced knowledge of, and significant experience with, Salesforce development in a professional context
• Significant experience of collaborating closely with varied stakeholders to determine requirements, evaluate solutions, and plan development
• Demonstrated ability to manage and interpret varied datasets to inform strategic decision-making
• Knowledge of reporting tools, for example PowerBI or Domo, together with a track record of creating dashboards and driving their adoption
• Knowledge of SQL
• Experience with MS Office suite
• Strong attention to detail with a clear and diligent working approach.
• Ability to work independently and use initiative to manage a busy and varied workload
• Excellent project management and planning skills, including effective contingency planning and responsibility for managing actions, people and priorities.
• A proactive and solutions focussed approach 
• Experience working with agencies and partners
• Excellent team player, willing to work flexibly and collaboratively to respond to changing organisational needs/priorities 
• Excellent written and oral communications skills with the ability to communicate effectively in a range of formats to a range of audiences (e.g. reports, presentations)
• A commitment to Impetus’ mission
• A commitment to equality, diversity and inclusion 

Desirable:

• Knowledge of Snowflake, Python, Google Analytics 4
• Significant experience of Salesforce administration
• Experience with cross-system automation tools e.g. Zapier, Power Automate
• Experience scraping and using open data
• Experience working in the charity or not-for-profit sector

How to apply

You will need to:

• Complete the online form (including the equal opportunities monitoring form)
• Upload a comprehensive CV and supporting statement

The supporting statement should be no more than two sides of A4 and should address the criteria in the person specification.

You should also include the contact details of two referees, one of whom must be your current or most recent employer. Referees will only be approached with your express permission.

As part of our commitment to flexible working we will consider a range of options for the successful applicant. All options can be discussed at interview stage.

The deadline for applications is 9.00am Monday 15 April 2024.

Interviews

• First round interviews will take place on 23 and 24 April.
• Second round interviews will take place w/c  29 April 2024.

You will also be required to provide proof of your eligibility to work in the UK.

Our commitment to equity, diversity and inclusion

We believe that a diverse workforce leads to an organisation that is more open, creative and gets better results.

We want our team at Impetus to represent the diversity of the people and communities we serve. We also want our team to be one where different experiences, expertise and perspectives are valued, and where everyone is encouraged to grow and develop.

We want to reach a diverse pool of candidates. We are happy to consider any reasonable adjustments that potential employees may need in order to be successful.

We recognise the importance of a good work / life balance. We do everything we can to accommodate flexible working, including working from home, working part-time, job shares and other arrangements.

Please just let us know in your application or at any stage throughout the process (and beyond) if these are options you’d like to explore.

Impetus is an equal opportunity employer and is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, race, age, disability, religion, belief, sexual orientation or marital status. We value diversity and welcome applications from people of all backgrounds.

Personal Data

Your personal data will be shared for the purposes of the recruitment exercise. This includes our HR team, interviewers (who may include other partners in the project and independent advisors), relevant team managers and our IT service provider if access to the data is necessary for performance of their roles. We do not share your data with other third parties, unless your application for employment is successful and we make you an offer of employment. We will then share your data with former employers to obtain references for you. We do not transfer your data outside the European Economic Area.