CRM & Data Officer

CRM Administration and Data Quality

• Support the management of a Data Quality Programme to ensure high-quality, trusted data is available across the organisation
• Collaborate with the Operations Director in providing robust, fit for purpose data solutions that seamlessly integrate data and analytics to drive efficiency, effectiveness and improve customer experiences
• Collaborate with the Operations Director to ensure all data practices remain GDPR compliant and identify potential technical risks
• Support the evolution to a data driven and insight led culture, championing Data, CRM & Insight strategies
• Maintain accurate and compliant customer data across all operational systems, including CRM, LMS, and CMS
• Perform regular data audits and cleansing activities to ensure consistency and enhance the accuracy of reporting
• Implement and maintain data validation routines to prevent the entry of poor-quality data
• Assist with minor system configurations, updates, and integrations with external tools such as Moodle, the website and payment gateways.
• Serve as the primary point of contact for CRM queries, coordinating with external technical support (e.g., oomi) when necessary

Operations Support

• Assist the Operations Director in maintaining and reviewing core operational processes (Examinations (registrations and results), Membership, billing, course registrations etc.)
• Ensure membership status and records are accurately maintained throughout the entire customer lifecycle
• Update and maintain process documentation to ensure business continuity and the sharing of best practices
• Collaborate with the Marketing Manager to facilitate membership campaigns and implement system-based enhancements

Communications and Engagement

• Coordinate the scheduling of membership communications, such as onboarding, renewal reminders, and win-back
• Monitor and report on communication performance, including open rates and engagement levels, to support continuous improvement
• Support the Marketing, Education and Customer Support teams to ensure consistency of customer messages and content
• Support the smooth integration of CRM data with marketing and external communications channels

Reporting and Insights

• Generate regular reports and dashboards to provide insights to support decision-making and planning
• Assist the Operations Director to produce regular reports on business operations (e.g. membership numbers, renewals, churn, engagement, course registrations, and attendance)
• Contribute data and analysis to reporting packs for the CEO and Senior Leadership Team as required
• Train system users on how to use reporting functions (CRM & LMS)

Project Support

• Assist in the delivery of small technical and process-improvement projects using Agile or Waterfall methodologies
• Maintain project documentation, track milestones, and provide testing feedback under the direction of the Operations Director
• Coordinate with internal teams and suppliers to ensure project deliverables are met