CRM Manager

Motor Neurone Disease Association

Hours
37 hours per week

Length of contract
12 months

About the Organisation

MND. Our mission is to improve care and support for people with MND, their families and carers. We fund and promote research that leads to new understanding and treatments and brings us closer to a cure for MND. The Association also campaigns and raises awareness so the needs of people with MND, and everyone who cares for them, are recognised, and addressed by wider society.

About the role

CRM (Customer Relationship Management) Manager is responsible for developing, implementing, and optimizing CRM strategies to enhance customer relationships, increase engagement, and drive business growth. 

Responsibilities

CRM Strategy Development:

• Develop and execute CRM strategies to enhance customer engagement and retention.
• Align CRM initiatives with business objectives and customer needs.
• Identify opportunities to improve customer journeys and experiences.

Data Management & Analysis:

• Manage and maintain the CRM database, ensuring data accuracy and integrity.
• Analyze customer data to gain insights into behavior, preferences, and trends.
• Use analytics tools to track CRM performance and campaign effectiveness.
• Implement data segmentation strategies for targeted marketing campaigns.

Customer Engagement & Retention:

• Develop personalized customer communication strategies.
• Oversee automated marketing campaigns such as email, SMS, and push notifications.
• Implement loyalty programs to boost customer retention.
• Ensure a seamless and personalized customer experience across all touchpoints.

CRM Software & Technology:

• Manage and optimize CRM software (e.g., Salesforce, HubSpot, Microsoft Dynamics).
• Ensure CRM tools integrate smoothly with other business systems.
• Work with IT and vendors to enhance CRM functionalities.

Cross-Department Collaboration:

• Collaborate with marketing, sales, and customer service teams to align CRM strategies.
• Provide training and support to teams using the CRM system.
• Develop workflows that improve internal efficiency and customer interactions.

Reporting & Performance Tracking:

• Generate CRM reports to assess key performance indicators (KPIs).
• Monitor customer engagement metrics and campaign ROI.
• Provide insights and recommendations to improve CRM strategies.

Compliance & Data Security:

• Ensure customer data is handled in compliance with GDPR and other data protection laws.
• Implement security measures to protect customer information.
• Keep CRM operations aligned with industry regulations and best practices.

Skills, Competencies, & Experience

• Strong knowledge of CRM platforms (Salesforce, HubSpot, etc.).
• Proficiency in data analysis and reporting tools.
• Experience in customer segmentation and personalized marketing.
• Excellent project management and problem-solving skills.
• Strong communication and leadership abilities.
• Understanding of data protection regulations (GDPR, CCPA).

Compensation & Benefits

• 28 days Holiday, increasing to 33 days after 5 years, plus Bank Holidays.
• Access to UK Healthcare, Dental, Eye care, Health Screenings, & therapies.
• Salary Sacrifice Schemes (Cycle to Work, Buy/Sell Annual Leave).
• Opportunities for training and personal development.
• Enhanced Pension Scheme

Conditions of employment

• You need to have the right to work in the UK

Working locations

• Home-Based
• Occasional Travel to Northampton office 2 days per month.

How to apply

• Send an email to [email protected] with a CV and a cover letter by 14 April 2025 at noon

Interviews

• Shortlisted candidates will be contacted for an interview

Policies

• We are committed to equality, diversity, and inclusivity. We work to remove barriers for everyone affected by MND, employees, volunteers, and stakeholders. As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.

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