CRM Manager

NHS; Luton; On-site; GBP 44,000; Full time

Job summary

A healthcare charity in England is seeking a CRM Manager to lead the implementation of Microsoft Dynamics. You will ensure the CRM supports fundraising and operational goals, improve workflows, and oversee data governance. With a competitive salary and benefits like healthcare and career development opportunities, this is a chance to make a meaningful impact. Proven experience managing CRM systems in a charity context is essential.

Benefits

Competitive salary

Generous annual leave

Healthcare scheme

Free car parking

Cycle to work scheme

Qualifications

• Proven experience managing CRM in a charity or similar environment.
• Experience in managing MS Dynamics 365.
• Strong understanding of data governance & GDPR.

Responsibilities

• Complete the implementation of Microsoft Dynamics CRM.
• Ensure configuration, workflows, and integrations with other business systems.
• Develop the CRM data governance framework & ensure compliance with GDPR.

Skills

Management of CRM in charity

Data analysis

Communication skills

Organisational skills

Problem-solving

Education

Degree level education or equivalent experience

Tools

Microsoft Dynamics 365

Power BI

Job description

Job summary

Keech Hospice are looking for an enthusiastic and collaborative CRM Manager to lead the final phase of our Microsoft Dynamics implementation. This is a unique opportunity to bring a vital project over the finish line successfully launching our new CRM, embedding it across the organisation, and ensuring it becomes a trusted, well‑used tool for teams and supporters alike.

You’ll guide colleagues through adoption, optimise workflows, and make sure the system truly supports our fundraising, clinical, and operational goals. Your blend of technical know‑how, patience and people‑focused communication will help us unlock the full potential of Dynamics and improve the experience of every family we serve.

If you’re passionate about making a meaningful difference through smart, effective, supporter‑centred technology, we’d love to hear from you.

Key Responsibilities

• Complete the implementation of Microsoft Dynamics CRM
• Ensure configuration, workflows and integrations with other business systems
• Develop CRM data governance framework & ensure compliance with GDPR regulations as well as organisational policies
• Maintain audit trails of CRM activity & oversee data quality, develop and deliver training materials to train and support staff

What we’re looking for

• Proven experience managing CRM in a charity or similar environment & MS Dynamics 365
• Experience delivering system implementations & optimisations
• Strong understanding of data governance & GDPR
• Excellent data analysis, communication, organisational and problem‑solving skills

Why join us

• A competitive salary and generous annual leave
• Ability to carry over your existing NHS pension scheme
• Healthcare scheme
• Free car parking and cycle to work scheme
• Career development and progression opportunities
• A caring, supportive and inclusive environment

About us

Keech Hospice provides free specialist palliative and end‑of‑life care for people of all ages. We support adults in Bedfordshire, children and their families in Bedfordshire, Hertfordshire and Milton Keynes. At home, in hospice, or wherever we’re needed. As a teaching hospice, our exceptional people, training and facilities are helping local communities to live and die well.

Job details

Date posted: 12 January 2026

Pay scheme: Other

Salary: £43,003 a year

Contract: Fixed term

Duration: 1 year

Working pattern: Full‑time

Reference number: KEE1167830

Job locations: Keech Hospice, Great Bramingham Lane, Streatley, LU3 3NT

Job responsibilities

Department: Quality, Governance and Data Team

Reporting to: Data Manager

Accountable to: Associate Director Integrated Governance and Improvement

Key Stakeholders – Internal: Executive Director Innovation, Digital and Engagement, Senior Leadership Team, Associate Director Supporter Engagement, Fundraising Team, Head of Marketing & Communications + wider team, Head of Finance, Head of Volunteering, AD Retail and Trading and area managers

Key Stakeholders – External: CRM Suppliers, data service providers

Job Purpose: The CRM Manager will act as the organisational lead for Microsoft Dynamics CRM, ensuring the system is fully implemented, optimised, and embedded across the charity, including leading the successful completion of the migration from our historical Donorflex CRM to Microsoft Dynamics. This role is responsible for maximising supporter knowledge, understanding and ensuring effective engagement. They will also ensure we effectively maintain data integrity, compliance with GDPR and all other relevant data protection, governance and audit standards, and deliver complex reporting and insights to support strategic decision‑making. The postholder will support and enable the delivery of supporter engagement strategies through robust data management and system capability.

System Management & Development

• Complete the implementation of Microsoft Dynamics CRM, ensuring full functionality and user adoption.
• Act as product owner for CRM, ensuring configuration, workflows and integrations with other business systems (e.g. finance, Click Dimensions), including APIs are in place and operating effectively, with clear reviews and audits in place.
• Manage CRM upgrades, testing and change requests.
• Oversee day‑to‑day functionality of Microsoft Dynamics 365 CRM.

Data Integrity, Compliance & Governance

• Develop and enforce CRM data governance framework, including data ownership, policies and procedures (including retention policy) and user access protocols.
• Ensure compliance with UK GDPR and other relevant regulations and organisational data policies.
• Implement and establish processes for data enrichment and augmentation to improve segmentation and reporting.
• Ensure data quality, accuracy and integrity across all CRM records.
• Implement robust security measures and access controls.

Audit & Risk Management

• Maintain audit trails of CRM changes, user activity and security protocols for data handling.
• Oversee data quality through regular audits, cleansing and validation.
• Identify and mitigate risks related to data privacy, security and regulatory compliance.

User Support and Training

• Develop and deliver training materials and sessions to train and support staff in effective CRM use.
• Serve as the primary point of contact for CRM‑related queries and troubleshooting.

Reporting and Analytics

• Co‑design and support complex queries for fundraising teams.
• Provide actionable insights to support organisational objectives and operational efficiency.
• Create and maintain strategic reports and dashboards to support organisational decision‑making.

Supplier Management

• Build strong relationships with internal stakeholders and suppliers to resolve issues and deliver enhancements.
• Day‑to‑day oversight of CRM‑related budgets and service contracts.

Duties in common with other members of staff

• To report accidents and record the incident on the relevant form.
• To be an ambassador for the charity.
• To maintain the best appearance of your immediate working area.
• To demonstrate a positive and supportive attitude to staff and volunteers.
• Respect confidentiality applying to all hospice areas.
• Abide by your professional code of conduct.
• To adhere to the infection control policies and procedures set by the charity and the Care Quality Commission.

Training and Education

To be responsible for liaison with your line manager regarding your own development needs.

Health and Safety

To adhere to fire and health and safety regulations and maintain a safe working environment at all times.

Policies and Procedures

To take responsibility for being up to date with current policies and procedures and to adhere to these.

Equal Opportunities

To treat everyone with whom you have contact through your work with equal dignity and respect regardless of race, colour, gender, sexual orientation, marital status, creed, religion, disability, age or any other factor that could be used in a discriminatory manner.

Person Specification

Qualifications (Essential)

• Educated to degree level or equivalent experience working at this level.

Experience (Essential)

• Proven experience managing CRM in a charity or similar environment.
• Experience in managing MS Dynamics 365.
• Extensive experience delivering system implementations and optimisations.
• Experience of providing training and support to enhance team members efficiency and effectiveness.
• Project management experience.

Desirable

• Experience of working within the charity or healthcare sector.
• Experience with using dashboarding software (ideally Power BI).
• Knowledge of data integration tools and APIs.

Additional Criteria (Essential)

• Strong understanding of compliance with data governance, UK GDPR and other relevant regulations.
• Skilled in data analysis, reporting and complex query building.
• Experience of developing workflows, configurations and data integrations/data pulls with other systems.
• Experience of developing data audits and testing to ensure data integrity.
• Excellent communication skills for technical and non‑technical audiences.
• Strong organisational and problem‑solving skills.
• Strong attention to detail.
• Integrity and accountability.
• Problem‑solving mindset.
• Proactive in identifying opportunities for improvement.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name: Keech Hospice Care

Address: Keech Hospice, Great Bramingham Lane, Streatley, LU3 3NT

Website: https://www.keech.org.uk/