Database and Insight Manager

Passage; Greater London; Hybrid; GBP 33,000 - 42,000; Full time

Benefits offered by this job

London weighting

Pension and other benefits

Job summary

The Passage is seeking a dedicated Data and CRM Manager for the Fundraising and Communications team in London. You will oversee the Salesforce CRM, ensure GDPR compliance, and collaborate with IT, finance, and marketing to optimise data workflows and reporting.

You will lead data selections, segmentation, and campaign support, delivering real-time fundraising insights and dashboards for decision-making. This is a pivotal data role in a dynamic charity.

Qualifications

• Experience using a database to accurately enter and manage data.
• High level skills related to data management and handling.
• Working extensively with Fundraising CRM system and GDPR principles.
• Ability to implement policies and procedures.
• Running reports and analysing data.

Responsibilities

• Manage and maintain the Salesforce CRM for Fundraising and Communications.
• Lead CRM initiatives and document workflows with IT and fundraising teams.
• Ensure GDPR compliance and data protection in all processes.

Skills

Database management

Data analysis

CRM administration

GDPR compliance

Stakeholder communication

Tools

Salesforce

Microsoft Excel

Job description

Salary: £33,376 per annum for 32 hours per week over 4 days, based on an FTE salary of £41,720 per annum (NJC Scale Range 27–29) inclusive of London Weighting,pensionand other benefits.

Hours of work: 32 hours per week, over 4 days (8hrs per day)

Annual leave: 35 days including bank holidays / Statutory Holidays (pro-rata for part time)

Closing Date: This vacancy is being advertised on a rolling basis. Applications will be reviewed as they are received, and suitable candidates may be shortlisted and invited to interview.

This is a pivotal role within The Passage’s Fundraising Team, created to help support the transformation of our supporter data systems and ensure we become a more data informed, insight driven organisation and fundraising team. You will be the main contact for the fundraising CRM working with the fundraising team and other teams within The Passage such as finance and IT to ensure the smooth running of all systems and processes.

As the dedicated data and CRM Manager for Fundraising and Communications, you will support colleagues with reporting, analysis, campaign set-up and selections, and data strategy. Your work will ensure our data isaccurate, accessible, and GDPR-compliant, enabling smarter decision-making, improved supporter journeys, and to help grow income. You will also be working with the Marketing and Communications team to implement email soft opt-in for our supporters. This is a unique opportunity to shape how we use data to engage,retain, and grow our supporter base at a time of exciting change.

• Manage andmaintainthe current Salesforce system, ensuring itremainsfunctional,accurate, and fit for the purposes of stewarding donors andmaintainingaccuraterecords of donations
• Act as the day-to-day lead for the CRM system within the Fundraising and Communications team, ensuring it meets team needs and supports strategic goals.
• Document workflows,integrationsand processes to ensure the long-term sustainability and usability of the system for vital processes such as donation processing and gift aid
• Work with IT and the fundraising team to evaluate onboard 3 rd party platforms to support fundraising initiatives. Ensure any changes are approved with senior stakeholders and documented.
• Be a custodian of GDPR within the Fundraising team and be the main point of contact with The Passage’s Data protection lead and ensure all policies and procedures are up to date and in line with current fundraising regulations.

2.CRM and Data Management

• Work collaboratively with the IT team and procurement team as the fundraising representative to recommend improvements to the current CRM and any other related projects.
• Maintain and improve the quality of supporter data through regular cleansing, deduplication, and tagging to ensure accuracy and GDPR compliance.
• Ensure ongoing system performance and data integrity by embedding data hygiene routines and best practices.
• Work with the Finance team to support integration between the CRM and finance systems for seamless donation and income reporting.
• Working with data flows and setting up integrations, ensuring the system runs smoothly on an ongoing basis, making updates, troubleshooting issues whilstmaintainingdata consistency.
• Work on system migrations and leading onmaintainingproper process structures and documentation during those transitions. Keep track of installed packages, security keys, and their passwords and related administrative processes.
• Be responsible forall data imports from our 3 rd party platforms, ensure that data is uploaded in line with regular upload schedule inan accuratemanner.
• Work with the Marketing and Communications team to help implement soft opt-in

3. Data Selections, Segmentation and Campaign Support

• Collaborate with the Fundraising team to perform targeted data selections for appeals, newsletters, stewardship journeys, and events.
• Develop andmaintainsegmentation structures and logic to support personalised supporter journeys and strategic targeting.
• Work closely with the Marketing and Communications team to provide campaign-ready data for fundraising, advocacy, and engagement activities.

4. Reporting and Insight

• Design, build, andmaintaindashboards and reports thatprovidereal time insight into fundraising performance, donorbehaviourand campaign results.
• Create and deliver regular and ad hoc fundraising analysis to inform strategic decisions and performance tracking.
• Proactivelyidentifyopportunities to improve donor retention, upgradejourneysand lifetime value through data driven insight.

5. Cyber Security

• Work closely with the IT team to manage security/GDPR of the Fundraisingcrm
• Develop knowledge in this area and undertake training asrequired.

6. Other Duties:

• Provide ad-hoc administrative support to the Fundraising and Communications team.
• Support and attend fundraising events asrequired.

General responsibilities

• Stay up to date on policies/news/regulations relating to the role
• Work with the Supporter Engagement Officer on shared tasks and provide reports asrequiredand troubleshoot any issues
• Proactively flag any data integrity issues with Line Manager and help develop action plans asrequired.
• Participate in internal/external meetings asrequired, and attend training events,conferencesand otherfunctionsas necessary.
• Participate in regular supervision and annual appraisal and help inidentifyingyour own job-related development and training needs.
• Ensure that all The Passage’s policies and procedures are adhered to and contribute to the effective implementation of The Passage’s Diversity and Equality Policy as it affects both The Passage and its work with vulnerable adults.
• At all times, undertake your role in a professional mannermaintaininga high-quality standard of work, and to always workin accordance withthe aims, values and ethos of The Passage and uphold standards expected by The Fundraising Regulator
• Undertake any other duties that may berequiredwhich arecommensuratewith the role.
• In conjunction with your Line Manager, continuously develop the role to ensure that all tasks are being undertaken in an effective andappropriate mannerwhich meets the strategic aims andobjectivesof The Passage.

Desired experience

This person specification sets out the essential abilities and qualities which are used in the selection criteria for the post. When completing your supporting statement please address criteria E1 to E10and K1 to K9, giving evidence of your experience and abilities anddemonstratingyour understanding and knowledge.

• E1Experience of using a database to accurately enter and manage data
• E2High level skills related to data management and handling
• E3Working extensively with Fundraising CRM system
• E4Implementing policies and procedures
• E5Running reports and analysing data.
• E6Understanding of data protection and GDPR principles
• E7Working with Salesforce, ideally with Administrator certification. (Desirable)
• E8Experience supporting or leading database/system improvement projects, including implementation or migration (Desirable)
• E9Experience of onboarding 3rd party platforms with GDPR compliance and collaboration with IT
• E10Experience of working in the charity sector (Desirable)

Desired knowledge

• K1Ability to prioritise and organisational skills,remainingcalm under pressure
• K2Team working skills with a positive and collaborative approach.
• K3Interpersonal and communication skills, both verbal and written.
• K4Standards and procedures for payment card processing, electronic payments (e.g. BACS, bank transfers), banking and handling cash securely.
• K5Individual giving and/or other types of fundraising.
• K6Up to date knowledge of GDPR compliance and soft opt-in
• K7Relevant regulations,legislationand professional codes of practice.
• K8ITproficiency, especially Excel,Wordand Outlook.

Above all we are looking for inspiring and committed individuals who have a genuine desire to support people, and to help them to rebuild their lives.

All applicants must read the full job description before applying:

Do you have the legal right to work in the UK? (Required)

We have a legal responsibility to ensure that all our employees have the legal right to live and work in the UK. If we make a job offer, we will need to check that you are eligible to work in the UK before you start work.

We require all employees to have the legal right to live and work in the UK.

Safeguarding (Required)

The Passage is committed to safeguarding and promoting the welfare of all residents who use our services, and, as such, expects all employees and volunteers to share this commitment. Under the Rehabilitation of Offenders Act (1974), we require all applicants to declare both spent and unspent convictions. Having a criminal record will not necessarily be a bar to employment with us.

Have you ever received a police caution or warning?

Have you been convicted of any criminal offenses?

Are you disqualified from working with vulnerable adults?

Disability Confident Scheme (Required)

As a Disability Confident Committed Employer, The Passage has a positive approach to the employment of people with a disability and operates a guaranteed interview scheme for applicants who have a disability and meet the minimum essential criteria for the job.

Do you consider yourself to have a disability as defiend by the Equality Act 2010?

Do you need to have any reasonable adjustments in order to attend an interview?