Head of CRM Data and Insight - Professional Services - 104318 - Grade 8

Responsibilities

• Strategic & team leadership – Ensure data, insight and finance activity align with DARO's strategy and 5-year plan; manage and develop the team through clear objectives, feedback, and professional development, fostering a motivated, customer-centric, solution-focused culture across internal and external stakeholders.
• Resourcing, budget & collaborative leadership – Deploy team resources to meet priorities and own the team budget, including forecasting and monitoring spend; work collaboratively with other Heads across DARO to ensure key priorities from DARO's annual strategic plan are developed and implemented, building cross-DARO and University-wide relationships to share best practice.
• CRM ownership – Take overall accountability for DARO's systems (CRM, platforms, integrations), ensuring they are stable, secure, fit for purpose, and operationally effective, including data collection, storage and processing.
• Continuous improvement & operational planning – Develop and deliver the team's operational plans, ensuring alignment to overarching DARO plans; maintain systems maps, review systems to identify issues/opportunities, and manage implementation of updates and change (including training), staying abreast of new technology developments with the CRM Manager.
• Stakeholder & data integrity management – Manage relationships with IT Services, other business areas and external suppliers; work with the Head of Prospect Development to strengthen data integrity through clear permissions and accountabilities, and oversee planning and delivery of data quality activity.
• Reporting development – Supervise and support the Insight and Reporting Analyst to develop, improve and add to the existing suite of PowerBI reports aligned to DARO and stakeholder needs, and work with IT Services on the technology/process behind reporting.
• Insight delivery – Present actionable insights, strategic recommendations and business intelligence to SLT, and drive user engagement with PowerBI and other reporting outputs to support decision-making .
• Knowledge & documentation – Build and maintain a SharePoint knowledge hub of guides, training materials and process documentation across Data & Insight and Finance, ensuring consistent, secure and future-proofed ways of working.
• User support – Provide expert technical support, with the CRM Manager, on DARO systems to all teams.
• Legal & regulatory compliance – Work with the AD of Development Services to ensure legally compliant collection, storage and processing of data; keep up to date with data protection regulation; ensure processes are in place for statutory returns (FOI, SARs, etc.).

Requirements

• Educated to Degree level (or equivalent qualifications) plus significant relevant practical experience - where no equivalent qualification is held substantial practical relevant experience and expertise in a series of progressively more demanding roles will be required.
• Evidence of literacy and numeracy, with the ability to communicate clearly for a variety of audiences, and to produce and analyse source material, information and data.
• Knowledge of fundraising / fundraising operations, preferably in higher education or large / complex non-profit organisations, is highly desirable.
• Experienced in all aspects of the technical management and development of information systems and technology, including CRM, web tools and platforms. Demonstrable and extensive practical understanding of relational databases with specific knowledge of Blackbaud CRM or Raiser’s Edge an advantage.
• Proven ability to deliver complex IT projects, including demonstrable evidence of significant project management and change management.
• Strong customer service and stakeholder management skills, with an ability to understand business need and to work collaboratively with colleagues to create user focused solutions.
• Excellent operational planning skills.
• Experience of managing reporting suites.
• Strong understanding and experience of BI platforms, dashboard construction, data modelling, segmentation, and reporting (specific PowerBI experience is strongly preferred)
• Excellent communication skills, with the ability to present and explain complex datasets or concepts to a wide audience.

Benefits

• 40 days paid holiday a year
• one paid day a year for volunteering
• occupational sick pay
• pension scheme
• three high quality subsidised day nurseries