CRM and Insight Manager

Willen Hospice; Milton Keynes; On-site; GBP 41,000 - 43,000; Full time

Benefits offered by this job

Hybrid working

Free on-site parking

Subsidised catering

Blue Light Card discounts

Job summary

Willen Hospice in Milton Keynes is seeking a CRM & Insight Manager to lead the supporter CRM, reporting, and automation so colleagues can make decisions with confidence and supporters receive timely, relevant communications.

Working in the Marketing & Communications team, you’ll manage data flows between Access CRM, Mailchimp, Enthuse, MuchLoved, JustGiving and our website, and line-manage our Marketing Automation Executive.

Qualifications

• Experience leading CRM, data, reporting and automation in fundraising or marketing.
• Proven ability to improve data quality, reporting, segmentation and automation workflows.
• Strong analytical skills and the ability to explain data and systems to non-technical colleagues.
• Experience in line management and in managing projects and system changes.

Responsibilities

• Own fundraising and supporter CRM, roadmap, configuration, testing and supplier relationships.
• Ensure integrations with Mailchimp, Enthuse, MuchLoved, JustGiving and website are reliable.
• Build reporting framework and dashboards covering income, acquisition, retention, LTV and journey performance.
• Develop segmentation and data selections for appeals, events and stewardship; deliver automated supporter journeys.
• Lead data governance and comply with UK GDPR, PECR and the Fundraising Regulator’s Code.
• Line manage the Marketing Automation Executive and train staff/volunteers.

Skills

CRM management

Data reporting

Segmentation

Workflow automation

Analytical thinking

People management

Stakeholder communication

Tools

Access CRM

Mailchimp

Enthuse

MuchLoved

JustGiving

Power BI

SQL

Job description

Location The Well, Willen Hospice - Milton Keynes Salary £40,968 – £43,042, depending on experience Working pattern 35 hours per week Monday to Friday Closing Date Friday, November 20, 2026

Job Summary

Lead the data and insight behind great supporter care

We’re looking for an experienced CRM and data professional to join Willen Hospice as our CRM & Insight Manager. You’ll lead the Hospice’s supporter CRM, reporting, insight and automation, so colleagues can make decisions with confidence and supporters receive timely, relevant and well-measured communications.

Working in our Marketing & Communications team and reporting to the Head of Marketing, you’ll combine strategic ownership with hands-on technical leadership. You’ll manage how supporter data flows between Access CRM, Mailchimp, our website and our fundraising platforms, and line manage our Marketing Automation Executive.

If you enjoy making systems work well and turning data into clear, practical recommendations, and you want your skills to help keep our care free for local people, this could be the role for you.

What you’ll do:

• Own our fundraising and supporter CRM, setting a prioritised roadmap and leading configuration, testing, upgrades and supplier relationships.
• Make sure integrations with Mailchimp, Enthuse, MuchLoved, JustGiving and our website run reliably, so consent, preferences and donations are captured accurately.
• Build a reporting framework and dashboards covering income, acquisition, retention, lifetime value and journey performance, and turn the findings into clear recommendations.
• Develop segmentation and data selections for appeals, events and stewardship, and work with our Supporter Engagement Lead to deliver effective automated supporter journeys.
• Lead data governance and quality, supporting compliance with UK General Data Protection Regulation (UK GDPR), the Privacy and Electronic Communications Regulations (PECR) and the Fundraising Regulator’s Code.
• Line manage the Marketing Automation Executive and train staff and volunteers to use the CRM with confidence.

We’re looking for someone who is:

• An experienced CRM or database manager from a fundraising, marketing, membership or supporter engagement setting.
• Skilled at improving data quality, reporting, segmentation and workflow automation, with a proven track record to show for it.
• Strongly analytical, able to spot patterns, test ideas and make evidence-based recommendations.
• Able to explain complex data and systems issues clearly to non-technical colleagues and senior leaders.
• Experienced in line management and in managing projects, system changes and competing priorities.

Sound knowledge of UK GDPR, PECR and the responsible use of supporter data is essential. Charity fundraising experience, SQL or Power BI skills, and hands‑on experience of integrating a CRM with platforms such as Mailchimp or JustGiving would be a real advantage.

About the organisation

Set in the tranquil grounds of Willen Lake, Willen Hospice is the leading provider of specialist palliative care in the Milton Keynes area. We offer round‑the‑clock, expert care to local patients with a life‑limiting illness, both in their own homes and in our In‑Patient Unit. Our passionate staff and volunteers make sure our care is personalised to each patient’s needs and supports their loved ones too. We have a thriving Therapeutic & Wellbeing service providing counselling, physiotherapy, activity groups and more, and a specialist Lymphoedema service. As a registered charity, we raise vital funds through our dedicated Income Generation team and our growing portfolio of high street and online shops, to ensure our care stays free of charge.

Benefits

Why join us?

• A role with purpose – be part of a team delivering outstanding palliative care.
• Supportive and caring environment – work with passionate colleagues.
• Great benefits package – generous annual leave entitlementstarting at35 days(inclusive of statutory and bank holidays),contributorypension scheme, enhanced maternity/sick pay, and ongoing professional development.
• Perks and extras – hybrid working, free on‑site parking, subsidised catering, Blue Light Card discounts (with membership), and an Employee Assistance Programme.

Ready to make good data part of great supporter care?

Closing date: 20th November 2026

Interview date: w/c 30th November 2026